Senior Process Manager

Transport Surveillance L3 / SME 
Key Responsibilities

Transport Surveillance and Restoration

• Monitor and analyze alarms through Assure1, ZDAF, vendor EMS/NMS and Salesforce.
• Perform L3 troubleshooting across DWDM, CWDM, OTN, SDH/SONET, Carrier Ethernet and optical backhaul networks.
• Troubleshoot LOS, LOF, AIS, RDI, OTU/ODU defects, BER/FEC errors, optical-power degradation, communication failures and repetitive alarms.
• Analyze Rx/Tx power, span loss, OSNR, Q-factor, BER/FEC, protection status and performance counters.
• Identify whether the fault resides with the network element, fiber span, card/port, OSP, field cabling, power, software or upstream/downstream network.
• Coordinate restoration with Transport Engineering, IP Network, Field Operations, OSP, Event Management and vendor teams.
• Support traffic rerouting, protection switching, circuit grooming, cross-connect validation and emergency restoration.
• Lead technical troubleshooting during major outages, bridges and war-room discussions.
• Review noisy nodes, repetitive alarms and Top-Talker spans and recommend permanent corrective actions.

TAC and Advanced Technical Support

• Act as the internal escalation point for complex incidents that cannot be resolved by L1/L2 Transport teams.
• Collect and analyze:
  • Device and system logs
  • Alarm histories
  • Software and firmware versions
  • Card and controller status
  • Configuration differences
  • Crash, process or communication logs
• Identify known software defects, hardware compatibility issues and platform limitations using OEM documentation and release notes.
• Validate software upgrade paths, hardware compatibility, licenses, storage, configuration backups and rollback readiness.
• Recommend software upgrades, patches, configuration changes, card replacement or RMA based on technical findings.
• Support failed software upgrades, partial card upgrades, controller synchronization issues and rollback activities.
• Review and validate MOPs, pre-checks, post-checks, rollback plans and maintenance-window readiness.
• Open and manage technical cases with Ciena, Nokia, Infinera, ADVA/Adtran, Cisco or other OEM TAC teams.
• Provide complete logs, topology details, impact analysis and troubleshooting evidence to OEMs.
• Track vendor TAC cases until a permanent resolution, patch, workaround or hardware replacement is delivered.
• Support testing and validation of vendor-recommended fixes before implementation in the production network.
• Maintain a knowledge base of known defects, workarounds, upgrade recommendations and recurring platform issues.

Technical Skills

Technologies

• DWDM, CWDM, OTN, SDH and SONET
• ROADM, WSS, EDFA/Raman amplification
• Transponders, muxponders and optical line systems
• OTU/ODU mapping and Carrier Ethernet services
• Optical power, span loss, OSNR, BER, FEC and Q-factor
• Protection mechanisms such as 1+1, SNCP/MSP and OTN/ROADM protection

Platforms

Hands-on experience with at least two of the following:

• Ciena 6500, RLS or Waveserver
• Nokia 1830 PSS
• Infinera optical platforms
• ADVA/Adtran FSP 3000 or FSP 150
• Cisco NCS optical platforms

Tools and Systems

• Assure1, ZDAF, Netcool or equivalent alarm-correlation tools
• Salesforce, ServiceNow or equivalent ITSM platforms
• Ciena MCP/OneControl, Nokia NSP/WaveSuite and equivalent vendor EMS/NMS
• Linux/Unix and CLI troubleshooting
• TL1, SNMP, NETCONF or RESTCONF
• Wireshark and log-analysis tools
• Basic Python, SQL, PowerShell or automation knowledge preferred

Experience and Qualifications

• Bachelor’s degree or diploma in Electronics, Telecommunications, Electrical Engineering, IT or a related discipline.
• 5–8 years of Transport/Optical NOC experience for an L3 Engineer.
• 8+ years for an SME/TAC-level role.
• Strong experience supporting carrier-grade telecom or ISP networks.
• Experience handling major incidents, software upgrades, vendor escalations, RCA and field coordination.
• Ability to work independently in a 24x7 rotational environment.

SME and Leadership Expectations

• Mentor and coach L1/L2 Transport engineers.
• Review troubleshooting quality, restoration decisions and RCA accuracy.
• Conduct technical training and knowledge-sharing sessions.
• Develop SOPs, MOPs, troubleshooting guides and escalation playbooks.
• Present recurring issues, platform risks and improvement plans to management and stakeholders.
• Maintain detailed technical records for future troubleshooting and operational continuity.

Key Performance Indicators

• Accuracy and timeliness of alarm validation and fault isolation
• Restoration and escalation turnaround time
• Reduction in repetitive and noisy alarms
• Quality of TAC case submissions and vendor follow-up
• Software-upgrade and rollback success rate
• RCA and permanent-fix completion
• Investigation-backlog reduction
• Technical ticket and documentation quality
• Improvement in L1/L2 capability through coaching
• Reduction in repeat platform, software and hardware incidents

Ideal Candidate

The ideal candidate is a hands-on L3 Optical Transport Engineer with TAC-level troubleshooting capability, able to restore live services, analyze complex software and hardware failures, manage OEM escalations and drive permanent resolution of recurring network issues.

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.