Customer Service Executive - Network Operations & Support

Role purpose

Monitoring and surveillance

• Monitor infrastructure health and alarms through DCIM systems for data centers and NMS/OSS platforms for connectivity.
• Perform continuous surveillance of network elements including SubSea NMS, IPOPs, IX, OTN, and related systems.
• Proactively identify faults, anomalies, and service degradation.

Incident and trouble ticket management

• Create, assign, dispatch, and track trouble tickets based on alarms and fault notifications.
• Ensure incidents are logged accurately with appropriate classification and priority.
• Escalate issues to L2/L3 teams according to defined escalation matrices and SLAs.

Troubleshooting and fault management

• Conduct initial troubleshooting, fault isolation, and remote fault management using available tools and procedures.
• Support equipment failure investigations using NMS data and dashboards.

Coordination, reporting, and documentation

• Liaise with internal teams, service providers, vendors, international carriers, and consortium NOCs as needed.
• Provide timely stakeholder updates during incidents and follow established communication protocols.
• Prepare and maintain trouble-ticket, root cause analysis, fault-trend, and operational-dashboard reports.
• Document incidents, actions taken, and resolutions accurately.

Required skills and qualifications

• Basic understanding of data center infrastructure and/or telecom connectivity networks.
• Familiarity with DCIM, NMS, and OSS systems.
• Hands-on experience with Ciena 6200 (MCP).
• Knowledge of ticketing systems and incident management processes.
• Strong monitoring, analytical, and communication skills.
• Willingness to work in 24x7 shift operations.