Senior Operations Engineer

HKT; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

HKT is seeking a Senior Operations Engineer (TX) to provide first-line fault and event management within the PCCW Global Network/Service Operations Center. You will monitor networks, troubleshoot faults, coordinate with Tier-2/3 teams, and ensure timely fault isolation and service restoration.

The role requires hands-on testing across transmission platforms, effective partner communication, and strict adherence to incident handling and documentation standards.

Qualifications

• Bachelor degree or higher in Electronic/Information Technology.
• 1–3 years in telecom, networking, or ISP.
• MEF-CECP, CCNA or similar certs preferred.
• Strong troubleshooting and network knowledge.

Responsibilities

• Provide 24/7/365 front-line support in the PCCW Global Network Operations Center.
• Monitor and investigate transmission network bearer and customer circuit alarms across all PCCW platforms (DWDM, SDH, OTN, etc.).
• Perform first-line maintenance and fault diagnostics on network equipment; coordinate with Tier-2/3 for replacement.
• Troubleshoot customer-reported circuit faults and test for fault isolation and resolution.
• Communicate with off-net partners to perform fault isolation and restoration.
• Implement circuit path changes to alternate routes for service restoration.

Skills

24/7 support

Troubleshooting

Network monitoring

Communication

Escalation management

Customer service

Education

Bachelor's degree in Electronics/Information Technology

Tools

NMS

Remedy

NetCool

Visio

Job description

Job Description:

Job Title : Senior Operations Engineer (TX)

General Function

The Senior Operations Engineer is responsible for first line maintenance during fault & event management and he / she is responsible for timely identification/resolution of network and customer faults and outages as well as supporting the overall PCCW Global Network / Service Operations Center

Major Responsibilities

• Provide 24/7/365 front-line support in the PCCW Global Network and Service Operations Center.
• Monitor and investigate transmission network bearer and customer circuit alarms generated by Network Management and Surveillance Alarm Monitoring Systems across all PCCW Global transmission platforms (e.g., DWDM, SDH, OTN..etc).
• Perform first-line maintenance and fault diagnostics on network equipment; coordinate with Tier-2 and Tier-3 transmission engineering teams for equipment replacement.
• Troubleshoot customer-reported circuit faults, including diagnosis and testing for fault isolation and resolution.
• To communicate with off-net partner/service partner to perform fault isolation
• Implement circuit path changes to alternate routes for service restoration within PCCW Global’s on-net transmission network.
• Ensure timely handling of customer service reports and inquiries, providing regular updates.
• Conduct appropriate tests (e.g., Bit Error Rate, RFC2544, Y.1564) to identify circuit faults and verify connectivity and performance of international bandwidth and Ethernet private lines.
• Trigger escalation to other stakeholders
• Maintain some basic knowledge of subsea cable system operations.
• Communicate effectively with carriers, service partners, and internal/external stakeholders to expedite fault resolution and service restoration.
• Provide status updates to customers and relevant parties on fault progress; take necessary actions and elevate issues according to NOC Management guidelines.
• Document all remedial actions, progress timelines, and outage reasons in the ticketing system.
• Participate in network and service reviews to drive performance improvements.
• Perform routine Network/Service Operations Center tasks as per established procedures and instructions from the NOC Manager.
• Comply with PCCW Global Network Operation Center information security policies and PCCW Group personal data privacy guidelines.
• Support customer operations, change requests, and maintenance activities by coordinating with relevant parties and providing timely updates.
• Handle escalated and ageing tickets, perform ticket scrubbing, and drive timely resolution
• Carry out other related duties as assigned.

Job Requirement/Qualification/Skill

• High Certificate / Degree holder or above in Electronic/Information Technology Engineering; OR
• 1 - 3 years of direct telecom, networking or Internet Service Provider experience (strong technical education/training/aptitude will be considered in lieu of work experience)
• MEF-CECP, CCNA desired or other advanced technical/networking certifications
• Above average technical knowledge accompanied by excellent trouble shooting skills
• Basic knowledge of Submarine cable system, TDM, T1/T3, E1/E3, STM1 to STM16/ OC03 to OC192 / OTU4, TCP/IP, BGP, VPN, MPLS, routing/switching
• Proficient with standard network systems and software, i.e. NMS, Visio, Remedy, NetCool
• Proactive/self-starter able to follow direction, processes and procedures
• Good oral/written communications skills (clarity and conciseness)
• Detail oriented and organized with the flexibility to manage multiple priorities effectively
• Analytical problem solving skills with an ability to get to the root cause quickly
• Strong customer service orientation

Requirements: