South-South Technical Support Engineer

Role Summary


Actively Conducts Network Fulfillment Tasks. Identifies and resolves issues as they arise.
Serves as a mentor and technical guide for NSD Engineers.


Core Functions

Network Service Delivery


Executes Network Service fulfillment for quote-to-cash transactions across all network and data center offerings (Interconnections, IX, ECX, etc.)
Completes orders where OTA has been unsuccessful, meeting customer requirements while adhering to SLA targets
Produces regular Service Delivery metrics reports.


Issue Resolution and Analysis:


Selects and applies suitable methodologies and tools to analyze standard, functional, and cross-functional challenges
Contributes to identifying process gaps and issues
Employs proactive thinking to prevent customer impact from process or technical failures
Utilizes appropriate methodologies, including Lean Six Sigma where relevant.


Release Management:


Gathers, creates, and documents business requirements through stakeholder engagement
Assists with and manages cross-functional BRDs
Collaborates with BSAs and Dev team on solution design and development
Evaluates functional design (FD)
Collaborates with stakeholders to examine, define, and document business processes across functional areas
Employs Lean Six Sigma methodology to support business process design or enhancement
Contributes to user acceptance testing (UAT) execution
May be tasked with ensuring comprehensive UAT planning and execution
Monitors testing progress
Revises process and procedural documentation
Conducts post-deployment analysis.


Project Coordination:


Aids in project planning and resource allocation, ensuring optimal resource deployment
Engages with stakeholders to achieve alignment throughout implementation and post-implementation phases
Relays team progress updates
Implements appropriate project management techniques and best practices, including Lean Six Sigma
Assists in identifying and mitigating risks and issues.


Reporting and Analytics:


Provides status reports with regular project updates, highlighting risks, issues, and concerns
Generates ad-hoc reports as needed.


Continuous Service Improvement


Participates in cross-functional discussions to address issues, challenges, and prioritization efforts
Maintains CSI and Issues logs with relevant details
Formulates CSI opportunities for team review.


Requirements


Bachelor's Degree or equivalent professional experience
Complete CCNA certification.



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