About EllaLink
EllaLink owns and operates the world's fastest route between Europe and Latin America and provides a diverse network infrastructure and capacity services to tier 1 operators & content providers in European and Latin America tier-one cities.
At EllaLink we believe in bringing the world closer through better network latency.
Broad Role Description
The role is responsible for continuous monitoring of the network, analyzing all events in a short and effective time, responding to all network issues, incident reporting, debugging, and troubleshooting.
The role is also responsible for continuous monitoring of all auxiliary systems that support operations, implementing necessary actions and procedures to recover from any events efficiently, avoiding impact on the network and services.
The NOC engineer works on a round-the-clock team model providing 24x7 coverage to ensure maximum uptime of the production network by monitoring and ensuring timely resolution of incidents.
The NOC is also responsible for Change Management Control, ensuring that all actions and changes to the network and infrastructure are performed against the plan and executed to meet agreed maintenance windows, monitoring network impacts to ensure they do not exceed approved plans.
This role will also be responsible for ensuring that service provision, testing, and delivery of new customer services are completed on time, "right first time," and within defined timelines. You may also be required to configure system hardware and manage system backups.
The role provides the first line of contact and support for both internal and external customers, informing, resolving, or escalating incidents. Provide Root Cause analysis and reporting.
This role will be a central point of contact for both internal and external customers.
Key Role Deliverables
Support the testing and development of new procedures, and the preparation and implementation of all infrastructure to support EllaLink Network Operations Center.
Monitor 24x7 all active assets on the network, facilities, and support systems.
Operate and maintain the 24x7 Network Operations Center (NOC), ensuring reliability and quality of services.
Manage and solve network and facility incidents in a time-efficient manner, monitoring and controlling MTTR metrics.
Provision, test, and deliver services to customers (internal and external) according to agreed timelines, monitoring and controlling MTTI metrics.
Be the first point of contact for customers, answering, informing, and supporting them regularly – Customer Care Center.
Interact and communicate with all EllaLink corporate areas, following established procedures.
Interact and communicate with 3rd party suppliers and contractors whenever necessary, ensuring SLA compliance.
Handle and solve tickets according to operational procedures.
Escalate issues whenever necessary, either to internal level 2 support or to third-party entities.
Own the end-to-end incident management process for network and facility incidents, controlling all open cases and associated SLAs.
Escalate and inform all major network incidents to the NOC Manager and management team, keeping the organization informed and aware of relevant known issues and the steps being taken.
Report directly to the NOC Manager on incidents performance, escalation cases, and any major impact (or potential impact) on services.
Provide out-of-hours support to the business.
Focus on keeping customers, team, and EllaLink defined objectives and KPIs.
Identify recurring issues and work with internal engineering teams or 3rd party suppliers on mitigating procedures and solutions.
Report directly to the NOC Manager on any incidents that impact or may impact the services.
Maintain an operations relationship with 3rd party suppliers and contractors, ensuring SLA compliance and notifying the internal organization whenever SLAs are not met.
Be a teammate willing to cover any needs of the team and the enterprise.
Participate and propose improvements to the processes and procedures used by the team using innovative and nonstandard processes and tooling.
Get involved with the team and collaborate with other departments in EllaLink to achieve common business goals.
Participate and propose improvements to documentation, policies, and standards related to the department's work processes to ensure they are up to date and accurately reflect the day-to-day running of the team.
Develop and publish operations and network performance reports.
Ideal Experience Profile
Bachelor's degree in Communication Engineering, Computer Science, Information Systems, or a related field.
3+ years of expert-level hands-on skills with traditional networking technologies.
3+ years of experience in a NOC or IT Service Desk role is desirable.
Deep IT/System knowledge.
A knowledge of telecom networks and services with international experience is highly desired, which includes:
SDH
DWDM
IP, Ethernet, MPLS
Fibre Characterization and handling (OTDR, COTDR, OSA, Test sets)
Knowledge of subsea cable operation and maintenance.
PFE
SLTE
Submarine Fault Location (LME, COTDR, OSA)
Knowledge or experience in monitoring infrastructure.
Electricity backup systems: Generators, UPS, DC, and Battery Plants.
Electricity
Air Conditioning Systems
Fire & Security Systems
Building Management tools
DCIM
VISIO or AutoCAD
Knowledge or experience in equipment and circuit inventory and monitoring tools.
Relevant technical certifications are highly appreciated.
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