Engineer Fixed Access Support

Role Overview

Engineer Fixed Access Support at Du, providing technical expertise and operational support for fixed access network infrastructure and services.

Role Purpose

To act as a subject matter expert for fixed access and GPON setup, resolving network and customer tickets while optimizing traffic delivery, maintaining system health, managing vendor relationships, and ensuring service continuity in accordance with contracted SLAs.

Key Responsibilities

Subject Matter Expertise & Technical Support

• Act as Subject Matter Expert for Fixed Access and GPON Setup.
• Resolve network and customer trouble tickets for GPON, P2P enterprise, and consumer setup.
• Provide on-time support and troubleshooting for all issues in Fixed Access and IIB domain.
• Handle troubleshooting for Fixed Access and IIB nodes and solutions in close coordination with other teams.
• Perform troubleshooting for IIB layer for Nokia and CISCO infrastructure.

Network Optimization & Performance

• Perform optimization of traffic to ensure best customer experience.
• Run daily and weekly health checks for owned nodes and domains.
• Perform periodic health checks and preventive maintenance on service delivery platforms and Data Centers network to identify potential problems and test redundancy.
• Perform periodic analysis of performance reports and observations to proactively prevent issues from occurring.
• Monitor and analyze vendor performance together with the Vendor Management Organization.

Ticket & Issue Management

• Handle daily trouble tickets as per Du operation policies and scope of work.
• Resolve customer trouble tickets through interaction with Customer Assurance teams for Enterprise and Fixed tickets.
• Perform customer trouble ticket analysis and handling.
• Escalate issues and involve vendors on time in an effective manner when needed, ensuring adequate follow-up and problem resolution within contracted SLAs.
• Provide needed updates for RFO (Reason for Outage) and follow up on all recommendations to avoid re-occurrence of similar faults.

Capacity Planning & Expansion

• Manage capacity triggers and follow-up for capacity expansion for IIB layer.
• Oversee provisioning of periodic and ad-hoc reports to planning team to support capacity planning and future upgrades of service delivery platforms and Data Centers network.
• Work closely with planning teams on capacity planning, upgrades, and design issues related to existing solutions.

Network Integration & Redundancy

• Assist different planning teams and Acceptance Team in all Network Nodes Integrations.
• Propose and attend ATP (Acceptance Test Procedure) to assure redundancy, symmetry, and best practices of integration.
• Ensure that all network elements and support systems are appropriately redundant and backed up in accordance with agreed policies wherever applicable.

Documentation & Knowledge Management

• Maintain up-to-date documentation and diagrams of existing devices and solutions to support troubleshooting and sharing with other technical teams.
• Develop technical reports and documentation.
• Review all documentation presented by vendors or Network Development for any new network elements or technologies introduced into the network.

Disaster Recovery & Change Management

• Work on network disasters, prepare and implement alternative plans, and restore network to deliver specified service levels.
• Support all efforts for releasing DR runbooks to allow for successful service restoration in case of crisis.
• Review, approve, prepare MOP (Method of Procedure), and implement CRs (Change Requests) for different Du business needs.

Qualifications & Experience

• Bachelor of Science in Electrical, Electronics, or Telecommunication Engineering.
• Minimum 8 years of experience in Telecom Domain.
• More than 5–7 years of experience in Routing and Switching.
• Experience in relationship management inside and outside organization.
• Exposure to Virtualization and Related Operational Techniques.
• Leadership and management certifications.
• CCIE is preferred.

Skills & Competencies

• CCNA certification (required); CCIE preferred.
• Knowledge of Huawei, Nokia, and CISCO GPON setup.
• Knowledge of CISCO Routing and MPLS Networks.
• Knowledge of IIB and GPON technologies for Nokia, CISCO, and Huawei.
• Experience on legacy platforms: N7K, N5K, 7600, 6500, 3750, 2960 routers and switches.
• Knowledge of Juniper, CISCO, Huawei, and Fortinet firewalls.
• Experience in MPLS networks and handling corresponding routers and switches.
• Knowledge of Routing protocols: BGP, OSPF, BFD, and expert in related configurations.
• Working-level understanding of DNS and DHCP solutions.
• Problem solving and decision making.
• Teamwork and cooperation.
• Good communication skills.
• Initiative and commitment to achieve.
• Excellent understanding of security infrastructure components and building highly available computing environment.
• Exceptional customer focus (internally and externally).
• Ability to handle multiple complex problems in a highly stressful environment.