Job Objective: The TAC (IX-IP) Engineer is responsible for providing 3rd Level technical IP support, resolving escalated incidents, addressing assigned problems, and managing the WIOCC Network. The incumbent will be recognized as the company's Technical IP Support Expert and will act as the primary liaison between the IP Engineering and Operations teams, ensuring seamless integration, communication, and technical alignment across both functions.
Reporting Line: TAC Manager
Key Duties and Responsibilities
24/7 Tier 3 Technical Assistance Centre (TAC) IP Interface: Serving as the final internal escalation point for complex IP network issues
Problem Resolution: Providing direct, high-level support to the Network Operations Centre (NOC) and field engineering teams to resolve critical incidents
Mentorship & Training: Developing the technical competency of the Operations team through targeted training and ongoing mentorship
Technical Stakeholder Consultancy: Delivering expert technical guidance, service management, and pre-sales support to key stakeholders and commercial teams
Deputising for the TAC Manager: Factoring in management coverage and assuming leadership responsibilities for the department as required
Vendor Management: Managing relationships and performance deliverables with third-party network equipment vendors
Network Lifecycle Management: Overseeing the installation, testing, commissioning, integration, and final hand-over of IP networks
Performance Optimisation: Utilising network quality and performance management tools to generate ad-hoc reports and insights
Reporting & Continuous Improvement: Producing regular IP network performance reports and driving the execution of network improvement plans
Project Leadership: Leading cross-departmental initiatives and providing comprehensive project reporting as requested
International Mobility: Travelling globally to support business requirements as and when required
IP Address Management (IPAM): Managing WIOCC IP address blocks and allocations
DCN Support: Maintaining and supporting Data Communication Network (DCN) systems
Process Automation: Collaborating with the IT team to automate network performance and operational reporting
Knowledge Sharing: Organising and leading quarterly IP technical workshops for the support and operations teams
Minimum Qualifications:
Bachelor's degree in Engineering or related technical field
Technical certifications in optical networking, JNCIS (essential), JNCIP (desirable) or equivalent
Strong communication and interpersonal skills
Experience and Skills
Industry Experience: A minimum of 5 years' technical experience within the telecommunications industry managing complex IP networks, with at least 4 years ideally spent in Tier 2 technical support or an equivalent high-level role
Technical Proficiency: Comprehensive knowledge of transport and routing technologies, including DWDM, OTN, Ethernet, and Core Data networking (IP/MPLS, IS-IS, BGP, L2VPN, and L2circuit)
Vendor Expertise: Proven experience supporting transmission and switching equipment from leading global manufacturers, including Juniper, Nokia, Ciena, Infinera, Tejas Networks, and MikroTik
Network Monitoring & Diagnostic Tools: Proficient with network monitoring platforms (e.g., PRTG, SolarWinds NPM, Cacti, MRTG) and a robust suite of IP troubleshooting utilities
Leadership & Mentorship: Demonstrated ability to effectively share knowledge, train, and mentor junior team members
Communication Skills: Strong written and verbal communication skills, with a proven track record of synthesizing and concisely explaining complex technical data to clients
Operational Excellence: Adept at utilizing B/OSS (Business and Operations Support Systems) tools to accurately, concisely, and promptly log critical operational data
Prioritisation & Problem Solving: Proven ability to manage competing priorities and deliver robust solutions under pressure in a fast-paced environment
Professional Mindset: Driven, self-motivated, and possesses a strong "take-ownership" attitude toward operational challenges
Client & Stakeholder Engagement: Exceptional customer-facing skills, with the commercial and technical credibility to lead high-level architectural discussions with Webscale Network Architects
Attributes
Client focused, relationship builder
Integrity, honest with high ethical standards
Boundless, passionate, and flexible
Personal excellence, accuracy, and attention to detail
Collaborative, achieve results through teamwork and partnerships