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Principal- Advanced Technical Support


Bangalore, India

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The Advanced Technical Support (ATS) Ethernet team provides Tier 3 network support, technology insertion and life-cycle management responsibilities for the IPAG/VPLS and classic (B, C and S) Ethernet networks.

The candidate will coordinate closely with vendors such as Cisco and Juniper to resolve production problems and to ensure product quality. The candidate will receive escalations from ATS management and the NRCs and will be responsible for the resolution of complex customer impacting network outages. The candidate would additionally interface with the Tier II teams and vendors to define root cause for difficult to resolve or chronic problems in the network. These problems will be extremely complex in scope requiring analysis of situations or data and requiring in-depth evaluation covering all aspects of IP based networking. The candidate will provide guidance and leadership and serve as a technical knowledge source within the organization. Additionally, the candidate will make major contributions that have direct impact on the quality of service provided to customers. The work scope also involves deep understanding in the IP arena, Statistical and analytical skills in dissecting complex and stressful Service Provider issues with novel concepts and approaches. This team works with BGP, OSPF and MPLS in an Internet service provider environment.

Working as the Senior Advanced Technical Support, the candidate will perform technical project work of a moderate scope within a larger technical project that is within a specific technology discipline. To attain this technical level, the candidate will be required to have or be capable of exhibiting contributions in specific technical areas. Your contribution shall be primarily internal to the company. The candidate will work closely with the LABS organization to insert hardware and software configurations for new network elements and delivers MOPs (Methods of Procedures) to shown details that will be needed for implementation.

Roles and Responsibilities:

• Provide Tier 3 network support
• Technology insertion
• Risk Assessment
• Certification of new features/procedures
• Vendor Management
• Root Cause Analysis
• Technical Subject Matter Expert

Key Competencies and Skills:

The job entails a very advanced knowledge of service provider gear from Cisco such as the GSR 12416, 7200, 7600, CRS1, and Juniper QFX5100, M320, T640, MX960, MX480, MX2020 including an understanding of the Juniper MX internals: Fabric, DPCs, Routing engine, and software states for forwarding L2VPN traffic. Also required is IP protocol knowledge in Multicast, BGP, OSPF, MPLS, LDP, RSVP etc. Advanced layer2 knowledge in technologies such as Ethernet, Frame-relay, ATM, PPP, MLPPP, MLFR, BFD etc. Responsible for BGP routing policy; VOIP; Multicast VPN; Deep packet analysis etc. Knowledge of enterprise customer architecture, HSRP/VRRP, Ethernet switching, 802.1Q and IOS/IOS-XR/Junos software upgrade of edge platforms required.

Requires extensive understanding and experience in AT&T’s Common Backbone, IPAG, and classic Ethernet networks and their impact on security, stability, scalability and operations.

In addition, desirable candidates will have strong leadership, administrative skills, and experience in the following areas; Technical Support, Vendor Negotiation, Operations, Test & Development, Product Management, and Executive Escalations.

Education and Qualifications:

A minimum of 10+yrs of data networking experience is required along with a High School Diploma.

Candidate must have Expert or advanced level experience with the following:

• Juniper QFX5100/M320/T640/MX960/MX480/MX2020, CISCO CRS, GSR, 7600 and 6500
• JUNOS, Cisco IOS and IOS-XR
• Layer 2 Ethernet networks
• Frame-relay, ATM, PPP, MLPPP, MLFR, BFD etc.
• Multicast, BGP, OSPF, MPLS, LDP, RSVP etc.
• Vendor support contracts
• Scripting languages and tools PYTHON/UNIX/LINUX/SHELL/PERL/EXPECT
• Software upgrade planning - edge platforms such as Cisco 7600, Juniper MX480, MX960 and MX2020.

Desired Degrees/Majors/Accreditations/Skills:
Bachelors in Engineering, Mathematics, Computer Science, or Technology Equivalent: BS + 2 yrs relevant experience in Data Networking

JNCIP, JNCIE lab certified in Service provider or equivalent such as CCIP, CCIE.

Additional Information:

Candidates must be available for 7x24x365 On-Call Support.
This role requires candidate to have experience working on Ethernet technologies .They should have good experience in Juniper and should have ability to write command line interface in JUNOS. This role is mostly working between Layer 2-Layer 3 .