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Lead Associate- Network Services

Lead Associate in Network Services

Function: Operations

Location: Singapore

 


With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.

 

Inviting applications for the role of Lead Associate in Network Services

  • In this role, you will be responsible to Perform product/network metrics monitoring and L1 support FLA (First Level Analysis)  for MOSE on-call during office hours (Monday-Friday) and weekends. It includes Acknowledging the alerts, performing FLA, classifying the alert and escalating to right team as needed with a high level of accuracy and within committed SLA. Work closely with global MOSE team and  L1 contractors for day to day FLA on-call duties.
  • Onboard new partners to the respective Partner Portal system. 
  • Handle non-technical / templated support request to / from our partners (Example: Carrier, ISP, support for an analytical tool)
  • Work closely with the vendor and internal teams for issues related to remote SIM card testing solutions.
  • Proactively reach out to partners to ensure updated IP lists are applied correctly on the systems (Example: Facebook, WhatsApp, Instagram)
  • Review and apply setting change requested by partners: (Example: Partner profile settings, MCC-MNC, Mobile Operator’s IPs, ASN, Partner Portal user configuration).
  • Knowledge of Networking protocols (TCP, UDP, DNS,HTTP) and working experience with IPv4/IPv6 is a Must.

 

Responsibilities

 

  • Work closely with the vendor and internal teams for issues related to remote SIM card testing solutions.
  • Proactively reach out to partners to ensure updated IP lists are applied correctly on the systems (Example: Facebook, WhatsApp, Instagram)
  • Review and apply setting change requested by partners: (Example: Partner profile settings, MCC-MNC, Mobile Operator’s IPs, ASN, Partner Portal user configuration).
  • Assist MOSE team on ad hoc request to support engineering projects, QA review, provide support for new product on boarding to MOSE team.
  • Provide suggestions to improve support processes, L1 triaging flow and other workflows in MOSE team;
  • Work with MOSE team to manage and maintain CMS content for powering FAQs and docs on the portal.

 

Qualifications
Minimum qualifications

 

  • Graduate in Computers
  • Preferably CCNA certified
  • Robust Troubleshooting experience in NOC solutions
     

Preferred qualifications

  • Experience in Network operations
  • Ability to handle Level 1 support process and Issue troubleshooting remotely
  • Prior experience in NOC level 1 support (Monitoring and Basic management of NOC services) 

     

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.comFollow us on Twitter, Facebook, LinkedIn, and YouTube.
 

Job: Lead Associate

Job ID: ITO052900

Primary Location: SG - Singapore

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Mar 28, 2022

Master Skills List: Operations

Job Category: Full Time