IP Operations Engineer

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date. 

With the Better-Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.  

Job Title: IP Operations Engineer 

Primary objective of the job:

The IP Operations Engineer will be part of a team responsible for the operations and maintenance of the IP/MPLS network supporting ISP, mobile and other services. This includes routine checks, project execution and network troubleshooting with other teams. The IP/MPLS operations engineer will also perform daily operations and maintenance on all systems and shall support external departments to resolve faults and customer care issues within acceptable timeframe. This role requires strong knowledge and experience in IP/MPLS networks including MPLS, VPLS, Multicast, Metro E Services, QoS and MPLS-TE.

Main Duties and Responsibilities:

• Customer Focus: The IP core network supports all major customer services (Fixed residential/Mobile/ICT) provided by Digicel and therefore supports a wide and varied array of internal and external customers. Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest in understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner. Takes ownership of all customer issues till resolved. Positive attitude and dedication to improve the customer’s experience.

• Network Design: Review Core IP Network infrastructure designs that support services which include Broadband, IPTV, Metro E, Carrier grade and ISP services. Suggest design optimization and implement designs within the network. Support design activities.

• Operation and Maintenance: Perform routine maintenance checks on the transport network nodes and services. Perform analysis of alarms, logs and KPIs. Routine Maintenance checks and analysis to be performed on all layers of the transport network as well as across all media. Perform required follow up actions to resolve any faults in the network and to prevent any faults or issues on the network.

• • Node Configuration: Perform configuration of network routers and switches to implement IP Network design including OSPF, MP-BGP, MPLS, Traffic Engineering and Quality of Service

• Quality of Service: Deploy QoS configuration for all services across the IP network to ensure that low latency services and critical traffic receive the appropriate bandwidth. Troubleshoot any QoS issues.

• System Records: Ensures that high level/low level design documents, service catalogues and network diagrams are created and updated for the IP core network.

• Network Troubleshooting: Ensure all fault-related queries and/or internal service tickets meet the defined SLAs. Ensure all customer issues are resolved in a timely manner with detailed analysis to determine root cause and follow up activities. Provide Technical support for all stakeholders as required.

• Network Analysis and KPIs: Preparation and analysis of KPI reports reflecting the state of the network to the business and other stakeholders. Review the network design based on these to suggest optimization methods

• Network Processes: Continuously enforce documented processes and be able to make recommendations to optimize or create new processes where needed.

• System Monitoring: Utilize existing tools to perform checks and detect faults on the network. Develop dashboards which clearly define service performance trends and functional performance of the transport network. Monitor this dashboard as part of operational routines for detection of issues and capacity planning.

• SLAs: Work with and support Technology Operations to ensure all SLA targets are met or exceeded.

• Change Control: Ensure that the Change Control process is followed and that all changes are adequately planned with sufficient review to achieve 100% change success.

Academic Qualifications and Experience Required:

• BSc. Degree in Telecommunications or Electrical/Communications Engineering or Computer Science, Network Engineering
• A minimum of 3-7 years of hands-on experience (and would be considered valuable) in: IP/MPLS network design, configuration, and troubleshooting, Layer 2/3 protocols (e.g., OSPF, BGP, IS-IS, MPLS, VRRP), Network monitoring and performance tools (e.g., SolarWinds, Cacti, Wireshark)
• Working with routers, switches, and firewalls from vendors like Cisco, Juniper, Nokia, Huawei, Ericsson
• CCNP and exposure to IP/MPLS networks
• Experience with DHCP, DNS, NAT, QoS, and IP addressing/subnetting, Network automation (Python, Ansible, or similar tools), Supporting NOC/SOC teams with escalated issues, Documentation and change management processes
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.
• Interactive
• Willingness to improve
• Design, implement, and maintain IP/MPLS backbone and access networks
• Configure and troubleshoot routing protocols and network services
• Collaborate with Transport, Core, and Access teams for end-to-end service delivery
• Perform capacity planning and network optimization
• Participate in network upgrades, migrations, and incident response
• Maintain network diagrams, documentation, and configuration backups
• Ensure compliance with security and regulatory standards

 DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may, and probably will be asked to perform other duties as required. Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.