Senior Operations Engineer

Senior Operations Engineer to act as Shift Leader.  Epsilon Telecoms, the global connectivity provider seek an accomplished NOC Engineer to join our Operations Engineer team in a senior capacity to mentor and lead by example. This team monitors and supports all our network infrastructure and customer services.  This role also involves being the shift team leader so you can further develop your management experience.

Are you an experienced Telecoms Engineer familiar with MPLS, Transmission technologies and/or IP/SD-WAN/Cloud ? Does the idea of joining a growing team in Sofia where you will "own" the ticket throughout its lifecycle appeal to you? We have NOC Engineer oriented roles for engineers able to work shifts as part of a team of around 12 people.

Part of the 24/7 Customer Service Center Operations Team, the Operations Engineer is responsible for monitoring and support of all Epsilon Network Infrastructure and Customer Services. Resolving customer network incidents, escalating internally & or to 3rd party suppliers & or vendors, within strict SLAs based on ticket priority, and keeping customer informed during the incident management process.

Key Responsibilities

1) Event & Incident Management
• Monitor Epsilon Network infrastructure, including network nodes, leased capacity, access services
• Use vendor-specific software and monitoring tools for effective and timely event and fault management
• Manage infrastructure and customer network service incidents with the sense of urgency, till resolution and meeting internal SLAs (P1- 4h/ P2-8h resolution time)
• Troubleshoot on various network technologies
• Communicate clearly and regularly update customers on event/incident progress and resolution
• Escalate network events and incidents as required, towards internal groups or 3rd party vendors and suppliers

2) Request Fulfillment
• Assist customers with network service requests when needed
• Review Epsilon and 3rd party supplier Planned Work requests and customer impact lists
• Notify customers for planned works and supports Engineering team in execution

3) Process and Communication

• Use Epsilon ticketing system, update incidents with troubleshooting notes, network logs and incident information for tracking and reporting purposes
• Liaise with internal (Customer Project Management, Tech Sales, Network Engineering, Field Engineering) and external (Customer engineering, 3rd party vendors) on network events till resolution
• Maintaining effective communication and responses to customers and or internal queries in a timely manner ( P1 tickets, at least every 30 min)
• Provide inputs to improve existing process and procedures
• Crafting Customer RFOs based on network events and engagement in customer service management and improvement meetings
• Keep all internal databases up to date after a change is performed or noticed

Knowledge and Experience Required:

• Bachelor’s degree in Telecommunications, Computer Science or other Computer Networking related field
• Solid experience as network support engineer, operations engineer or network administrator on various network technologies in complex global service provider network
• Experience in 24/7 network environment
• Very good understanding of at least two of the network technologies – OTN, SDH, Ethernet, MPSL, IP - related services based on MEF standards
• Good understanding of network design methodologies and protocols used by service providers
• Good understanding of network cloud technologies and cloud providers (AWS, MS Azure, AliBaba, Google Cloud, etc)
• Knowledge of Network Testing Standards and Network Monitoring Tools
• Experience with multi-vendor network platforms – Juniper, Nokia, Alcatel, Ekinops will be an advantage
• Cisco CCNP, MEF CECP, JNCIA certificate would be considered as a strong advantage
• SD-WAN product knowledge and experience would be considered as a strong advantage

Skills Required:

• Troubleshooting skills on various network technologies
• Strong analytical and problem-solving skills, with an ability to assimilate, analyse and correlate
data from various network monitoring system, application, and security devices, logs, and alerts
• Strong communication and collaboration skills
• Leadership skills with ability to influence and inspire
• Strong interpersonal skills
• Keen eye for detail and a result driven approach
• Flexible, adaptable and supportive
• Team player and problem-solver
• Able identify issues, suggest improvements and solutions
• Interested in new technologies

Why you should join Epsilon:

Innovative, fun and challenging – these are words that perfectly sum up our culture. You’ll be encouraged to share your ideas, try out new things and build on your existing skill-set.

You will have the chance to play an important role in the ongoing growth of our stable global telecoms business and work alongside an international team who are passionate about delivering a first-class customer experience.

We buy trust-worthy salary surveys each year to ensure our salaries are up to date with the market. Additional benefits: 20 days holiday (rising gradually with years’ experience, up to 23); An extra day off during the month of your birthday. Food vouchers for people working 24/7 shifts; Multisport card and UNIQA Health Insurance including dentistry that will be applicable after your 3rd month with the company. A performance bonus and salary indexation will also be applicable end of year. Applicants requiring 100% remote work will not be considered for this role as you need to get into the office around twice a week to enable greater team collaboration when Covid restrictions so allow. Night shifts are always covered from home and the shift pattern is 12 hour shifts with 2 days, 2 nights and 4 days off with no more than 4-7 night shifts per month.

Epsilon Telecommunications Ltd are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

When you apply, please ensure that you send your CV written in English including any of the technologies that you have used and where, ideally along with a cover note explaining why you think you will be good in this role.