IP Support Manager  

The IP Support Manager oversees the overall operations and provides core engineers with the necessary support to ensure that correct monitoring of broadband, core network services and all other related core responsibilities are carried out in compliance with the standard operating procedures.

Responsibilities

• Provides core engineers with the required support to ensure the correct monitoring of broadband core network and services
• Manages team accountability for customer contacts and timely resolution of customer issues
• Monitors queues and ability to apply necessary resources to manage call and ticket volumes
• Responds to network outages and coordinate with appropriate resource groups to resolve network outages within SLA
• Ensures broadband core advisory and notifications is sent to the concerned departments along with the notice of resolution
• Maintains and monitors data center security from physical and cyber threats then analyze, document and escalate security risks
• Ensures the integrity and availability of all hardware server, cloud resources, systems and key processes, reviewing system and application logs
• Takes leadership role to train and guide members to execute their tasks and ensure improvements in efficiency in handling critical incidents

• Bachelor’s Degree holder in Engineering, preferably Licensed Engineer or with professional level industry certification
• With at least 3 years technical experience in large network and data center environment preferably with Tier-2 level support experience in Telco/ISP.
• With solid understanding of layer 2 switching and layer 3 routing concepts (OSI LAYER, VLAN, BGP, MPLS, QOS, IPv6, MetroE) and with hands on experience in Cisco Nexus and Juniper MX platforms.
• Has experience handling medium to large scale projects
• Demonstrated effective team management and supervisory skills including scheduling, priority setting and conflict resolution
• With valid driver’s license