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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting complex multi-vendor IP/MPLS networks and managing customer-facing technical escalations. Proficient in incident management processes, stakeholder communication, and driving service improvement initiatives.
Highest-signal resume keywords
IP/MPLS Network TroubleshootingIncident ManagementCustomer-Facing Technical EscalationsITIL Incident ManagementNetwork Operations
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IS-ISBGPMPLSSegment RoutingTraffic EngineeringMulticast TechnologiesIPv4IPv6QoSRouting and Switching
Soft Skills
Analytical SkillsProblem-Solving SkillsStakeholder EngagementCommunication SkillsCollaboration Skills
Tools & Technologies
Nokia EquipmentHuawei EquipmentCisco Equipment
Certifications & Qualifications
CCNP Service ProviderCCNP EnterpriseNokia NRS CertificationsHuawei HCIP Routing & SwitchingITIL FoundationITIL Practitioner
Industry Keywords
TelecomISPService ProviderNetwork Operations CentreService Assurance
Tech Stack
Tools & technologiesSwitching
About the role
Key responsibilities & impact- Act as the technical resolution point for major incidents and critical core network outages
- Take ownership of incidents from identification through to full service restoration
- Perform advanced troubleshooting across IP/MPLS, transport, and optical network domains
- Provide Level 2 escalation support to Network Operations Centre, Service Operations, Engineering teams, and customers
- Lead technical bridge calls during high-priority incidents and provide stakeholder communications
- Ensure adherence to incident, escalation, and communication processes
- Conduct post-incident reviews, perform root cause analysis, and define corrective actions
- Identify recurring issues and drive permanent resolution initiatives
- Serve as a senior technical interface for customer escalations
- Participate in customer calls, incident reviews, and service improvement discussions
- Communicate technical issues, risks, mitigations, and recovery plans to technical and non-technical audiences
- Provide expert operational support and troubleshooting across routing, switching, virtualised networking, and supported technology platforms
- Follow ITIL Incident, Problem, Change, and Major Incident Management processes
- Drive proactive service improvement initiatives
- Create and maintain troubleshooting documentation, knowledge articles, and operational procedures
- Mentor Level 1 engineers and act as a Subject Matter Expert
- Contribute to continuous improvement activities and technical enablement
Requirements
What you’ll need- 6 to 8 years of experience within Telecom, ISP, or Service Provider environments
- Strong background in Network Operations, Incident Management, and Service Assurance
- Experience managing customer-facing technical escalations
- Proven expertise in troubleshooting complex multi-vendor IP/MPLS networks
- Strong knowledge and hands-on experience with IS-IS, BGP, MPLS, Segment Routing, Traffic Engineering, Multicast technologies, IPv4 / IPv6, and QoS
- Experience supporting service provider equipment from Nokia, Huawei, and Cisco
- Strong ownership and accountability for service outcomes
- Excellent analytical and problem-solving skills
- Ability to remain composed and make effective decisions during critical incidents
- Effective stakeholder and customer engagement skills
- Excellent written and verbal communication abilities
- Ability to influence technical outcomes and collaborate across multiple teams
- Preferred: CCNP Service Provider or Enterprise
- Preferred: Nokia NRS Certifications
- Preferred: Huawei HCIP/HCIE Routing & Switching
- Preferred: ITIL Foundation or ITIL Practitioner
Benefits
Comp & perks- Opportunity to work on large-scale global IP/MPLS and transport networks
- Exposure to advanced technologies including Segment Routing, Traffic Engineering, and virtualised networking platforms
- Involvement in high-impact major incident management and service restoration activities
- Collaboration with global engineering, operations, vendor, and customer teams
- Opportunities to contribute to operational transformation and service improvement initiatives
- Platform to build technical leadership through mentoring and knowledge-sharing activities
- Opportunities to learn advanced multi-vendor service provider network troubleshooting
- Opportunities to learn end-to-end major incident management and stakeholder communication
- Opportunities to learn root cause analysis and problem management methodologies
- Opportunities to learn service assurance and operational excellence practices aligned to ITIL
- Opportunities to learn customer engagement and technical consultancy skills
- Opportunities to develop deep expertise in IP/MPLS, Segment Routing, Traffic Engineering, Multicast, and virtual network infrastructures
- Opportunities to develop cross-functional collaboration and technical leadership capabilities
- Motivating and inclusive workplace
- Talent recognised and rewarded