Network Operations & Performance Analysis - Monitor network performance and service availability across access, aggregation, and core layers. Track and analyze KPIs including uptime, latency, packet loss, throughput, MTTR, and SLA adherence. Identify recurring incidents, congestion points, and service degradation trends. Produce daily, weekly, and monthly operational and performance reports. Support root cause analysis (RCA) and preventive maintenance initiatives.
Service Delivery Coordination - Coordinate end-to-end service delivery from customer order acceptance to successful activation. Work closely with Sales, NOC, Field Engineers, and Customers to meet deployment timelines. Track service delivery milestones and ensure SLA compliance. Manage service delivery escalations and follow through to resolution. Validate service readiness and customer acceptance post-installation.
Network Provisioning & Configuration Control - Coordinate provisioning of customer services including IP address allocation, VLAN assignments, bandwidth profiles, and access configurations. Ensure correct configuration across access devices, aggregation nodes, and core routers. Verify provisioning accuracy before service activation and after changes. Maintain accurate network and customer service records. Support controlled changes to live network services to minimize disruption.
Documentation, Process & Quality Assurance - Maintain up-to-date network topology, IP plans, and service documentation. Develop and enforce provisioning and service delivery SOPs. Ensure compliance with internal processes and regulatory requirements. Identify operational inefficiencies and recommend process improvements.
Cross-Functional Collaboration - Serve as a communication link between technical teams and non-technical stakeholders. Support NOC during incidents with analytical insights and service impact assessments. Assist in training junior engineers on provisioning and service delivery processes. Participate in network expansion and optimization planning discussions.
