Service Management L2 Engineer

The Service Management L2 Specialist / Resident Engineer plays a critical role in maintaining and improving service delivery for Nokia customers. They monitor service levels, analyze incidents related to performance degradation and recurring complaints, and resolve escalated issues requiring advanced expertise. Working onsite at the customer’s location, the Resident Engineer interfaces with NOC personnel to support operations and maintenance engineering activities. Key responsibilities include establishing documented processes to improve network visibility, enhancing outage management workflows, and defining IP/MPLS provisioning standards to reduce fault restoration timelines. The role also involves evaluating customer skillsets and delivering tailored training to ensure long-term operational excellence.
 

The Resident Engineer will work onsite, in Customer’s locations. The Resident Engineer will interface with the local Customer Network Operations Center personnel.

• Supporting: Customer’s NOC Operations and Maintenance Engineering Staff Network to develop Operations Readiness
• Establish documented processes and procedures to improve NOC visibility to the EMS’s and associated Network Elements.
• Enhance the Client Outage Management and Notification processes.
• Define IP MPLS provisioning standards and develop a consistent process guideline to further reduce fault restoration timelines.
• Provide continued On-The-Job (OJK) Knowledge transfer to Client NOC personnel including:
  • Monitoring and surveillance activities
  • Command Line Interface for Nokia routers and switches
  • NSP EMS Familiarization o New network element configuration/Network routing setup
  • IP Element configuration o Event detection and isolation/Fault resolution
  • Routine diagnostics and corrective action management
  • Evaluate customer skillsets and develop training plan
     

1. Technical Expertise

   • Advanced knowledge of IP/MPLS provisioning and fault restoration processes.
   • Proficiency in Nokia routers, switches, and NSP EMS.
   • Expertise in network element configuration, routing setup, and diagnostics.

2. Problem-Solving and Analytical Skills

   • Ability to analyze service incidents and correlate them with performance issues.
   • Strong troubleshooting skills for resolving complex faults.

3. Process Development and Improvement

   • Experience in creating documented workflows for NOC operations.
   • Skill in enhancing outage management and notification processes.

4. Training and Knowledge Transfer

   • Ability to deliver effective training and knowledge transfer to NOC personnel.
   • Experience in evaluating skillsets and developing tailored training plans.

5. Management and Experience

   • Achieved advanced skills and knowledge in integrating theory with organizational practices.
   • Typically requires 4–6 years of relevant experience and/or a graduate degree (or higher).

6. Communication and Collaboration

   • Strong interpersonal skills for customer collaboration and onsite support.
   • Ability to work effectively in dynamic operational environments.