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Provisioner – Manila

Virtela is part of the NTT Group, the world’s largest telecom company, ranked #32 on the Global Fortune 500. Virtela is the smart alternative for enterprise networking and virtualized IT services and offers the opportunity to work with the most advanced technologies and talent around the world in serving our global enterprise clients. Virtela have been recognized by 100+ awards.

Are you passionate about solving challenging problems, making a real impact and building something big? Join the Virtela team today.

Job Summary

The Provisioners interface directly with the customer and complete requests for new service. The position is also responsible for maintaining records of activities and coordinating service order activities with ILEC’s, CLEC’s, IXC’s, remote hands technicians and other internal groups. As this is a global company, the provisioner must also be able to communicate with international customers and providers and work within the local time zones.

Primary Responsibilities

  • Provisioning of E1, E3, DS1, DS3, OC3, OC12, DSL and Metro Ethernet.
  • Place orders with LECs & other carriers, both domestic and international.
  • Collect & disseminate all support details with companies to order process (LOAs, CFAs, DLRs, ASRs, etc.).
  • Utilize provisioning, ordering and inventory software.
  • Verify that confirmation and designs are received for the LECs and operating companies in a timely basis.
  • Provide accurate and timely updates to both customers and internal groups.
  • Escalate when needed.
  • Maintain current files on all orders.
  • Interfaces with customers through lifecycle of circuit implementation including completion of test and turn up.
  • Coordinates work and maintenance activities with customers, vendors and internal team members.
  • Functions as a team player.

Desired Skills & Experience

  • Excellent customer service and communication skills.
  • Knowledge of circuit related troubleshooting techniques.
  • Skilled in technical communications with customers and vendors.
  • Skilled in operating Microsoft Office Applications and familiar with standard office equipment.
  • Maintains confidentiality.
  • Works independently and under minimal supervision.
  • This position requires significant focus and follow through with a high level of focus on the details.
  • Strong organizational and self-motivation skills.
  • Ability to prioritize and manage several projects simultaneously while meeting tight deadlines.
  • Knowledge of IXC/CLEC inter-company operations and procedures.
  • Knowledge of service orders; facility orders, circuit orders, FOC, CFA, DLR and ASR’s.
  • Five years related telecom provisioning experience.
  • Technical associate’s degree preferred.

Provisioners – India

Virtela is the world’s largest independent managed network, security, and cloud services company. Virtela offers an award-winning suite of services – including managed networks, security, application acceleration, mobile device management and IT infrastructure management to the fastest growing companies around the world, such as Kraft, Honeywell, HanesBrands, Paramount Pictures, Red Hat and IBM.

The company is known for its outstanding service innovations and customer support, which have been recognized by more than 50 awards in the last two years alone. Virtela offers unparalleled geographic reach to more than 190 countries through its partnership with more than 1,000 service providers. The company is headquartered in Denver, Colorado with globally distributed Network Operations Centers in the U.S., India, and the Philippines.

Virtela offers an attractive compensation and competitive benefits packages ranging from health, dental, vision, disability and life insurance, 401(K) with employer match, flexible spending accounts, health savings account, as well as company paid holidays and generous paid time off.

Pre-Requisite

  • Excellent verbal and written communication skills
  • Able to contribute to the work group as a team player
  • Working experience on provisioning/commissioning circuits of various speed and type.
  • Hands-on skills in ordering and installing data services.
  • Customer service skills.
  • Hands-on skills installing LANS.
  • Testing and acceptance of services.
  • Time-management skills.
  • Learning and following established processes and procedures.
  • Attention to detail.
  • Teamwork and ability to coordinate with internal groups and vendors.

Responsibilities

Responsible for provisioning circuits and coordinate with other groups in implementing data services.  Maintain critical information in the data services database.

  • Place and process orders for circuits like DSL, Ethernet, ISDN, T-1 / E-1, Fractional T-1 / E-1,DS-3, etc., with various vendors / carriers across the globe.
  • Act as a bridge between customers / internal stakeholders and circuit vendors.
  • Enter status notes and other items related to the activities taking place during the order life cycle in the company internal portal to ensure proper tracking of the order by all internal stakeholders.
  • Escalate orders issues whenever and wherever necessary to make sure that the orders are delivered on time to the customers.
  • Coordinate scheduling technicians and work with Customer Network Implementation Engineers.
  • Troubleshoot circuit related issues occurred during the time of implementation.
  • Assist peers with issues.

Experience

5+ years

Education

Any graduate

Senior Engineer / Lead – Customer Engineering – India

Virtela is the world’s largest independent managed network, security, and cloud services company. Virtela offers an award-winning suite of services – including managed networks, security, application acceleration, mobile device management and IT infrastructure management to the fastest growing companies around the world, such as Kraft, Honeywell, HanesBrands, Paramount Pictures, Red Hat and IBM.

The company is known for its outstanding service innovations and customer support, which have been recognized by more than 50 awards in the last two years alone. Virtela offers unparalleled geographic reach to more than 190 countries through its partnership with more than 1,000 service providers. The company is headquartered in Denver, Colorado with globally distributed Network Operations Centers in the U.S., India, and the Philippines.

Virtela offers an attractive compensation and competitive benefits packages ranging from health, dental, vision, disability and life insurance, 401(K) with employer match, flexible spending accounts, health savings account, as well as company paid holidays and generous paid time off.

Pre-Requisite

  • Excellent verbal and written communication skills
  • Able to contribute to the work group as a team player
  • Experience working on Projects.
  • Customer service skills including the ability to work with customers in completing their circuit/service installations
  • Detailed understanding and working knowledge of IGP routing protocols including ISIS, OSPF, RIP, RIP v2, EIGRP, EGP-BGP
  • Working knowledge of MPLS-VPNs (L3 and L2 VPNs), BGP and MPBGP, QOS, IPSec and other VPNs
  • Working knowledge of Switching techniques: VLAN, VTP, STP, ISL / Ether-Channel
  • Good understanding of OSI Layer 1 and 2 protocols
  • Configuration, installation and troubleshooting of Cisco and Juniper routers, Layer-2 and Layer-3 switches, Dial up modems, BRI/PRI ISDN devices
  • Experience on Firewalls is preferred
  • Thorough knowledge of provisioning circuits including working directly with circuit providers

Responsibilities

Responsible for implementing complete end to end Network Solutions for the customers. Responsible for interacting with internal groups, vendors and customers to coordinate the timely implementation of customer networks and data services. Responsible for the final installation of circuits and data services, to a great “customer satisfaction”.

Duties: Organizational, Professional and Technical

  • Coordinate with internal Virtela groups, vendors/suppliers, and customers to implement customer orders in a thorough and timely manner.
  • Manage the overall process of implementing complex, technical installations.
  • Responsible for the final installation of circuits and data services to achieve high levels of customer satisfaction.
  • Assist in developing processes and procedures for the final installation and turn-up of circuits and data services.

Training and Certification Required

CCIE, CCNP, CCIP, JNCIA. JNCIS is desirable

Experience

Minimum 6 years

Education

BE and / or postgraduate qualifications

Project Manager / Senior Project Manager – Manila

Virtela is the world’s largest independent managed network, security, and cloud services company. Virtela offers an award-winning suite of services – including managed networks, security, application acceleration, mobile device management and IT infrastructure management to the fastest growing companies around the world, such as Kraft, Honeywell, HanesBrands, Paramount Pictures, Red Hat and IBM.

The company is known for its outstanding service innovations and customer support, which have been recognized by more than 50 awards in the last two years alone. Virtela offers unparalleled geographic reach to more than 190 countries through its partnership with more than 1,000 service providers. The company is headquartered in Denver, Colorado with globally distributed Network Operations Centers in the U.S., India, and the Philippines.

Virtela offers an attractive compensation and competitive benefits packages ranging from health, dental, vision, disability and life insurance, 401(K) with employer match, flexible spending accounts, health savings account, as well as company paid holidays and generous paid time off.

Pre-Requisite

  • Have managed a few mid level projects
  • Have interacted with foreign customers, especially US based
  • Familiar with MS Project and MS office, especially Excel, word, and power point
  • Familiar with Telco related IT terms
  • Familiar with Cisco, Avayya, IT-Security related products
  • Have a flare for taking notes, be a good listener
  • Have good planning skills
  • Have a yearning for learning
  • Ready to work during US shift timings
  • Familiar with foreign culture

Responsibilities

  • Create order
  • Submit order
  • Track milestones against interval dates and notification
  • Access Management
  • Provisioningo order sent
    o FOC received
    o Circuit jeopardizes
    o Circuit delivered
  • VHID / VHID association
  • CE implementation
  • Equipment ship
  • Coordinate install
  • Billing Start Date & customer notification
  • Proper close-out of all tickets

Other Tasks

  • Send Weekly status update on all circuits (update status tracker spreadsheet for each customer)
  • Major milestones documented in Siebel Notes
  • Escalate all major jeopardizes to Client Support Manager
  • Validate disconnects and Billing end date
  • Ensure service disconnects are completed and records updated (validate with Provisioning)
  • Ensure View is properly reflecting new locations, LCON, support contacts, escalations, etc.
  • Monthly report of service changes to validate billing.
  • Manage technical delivery resource assigned to virtual project team.
  • Ensure full hand over into support is achieved successfully prior to full customer acceptance.
  • Ideal candidate will also have PM experience in a weak-matrixed organization where the ability to establish relationships with separate functional department resources will be key to project success.
  • Work under a controlled and structured project management framework that follows industry standards (PMI) and meets customer requirements.
  • Effective change management control within projects.
  • Provide timely and accurate reporting as specified.
  • Proactively manage and resolve project issues, risks and conflicts.
  • Ensure that all projects are delivered within scope, time, budget and quality.
  • Attend Weekly Project Review meetings.

Training and Certification Required

Pursuing PMP / PMP trained, ITIL trained

Experience

10-14 years

Education

Any graduate

Technologies and Other Skills

Excellent verbal and written communication skills

Senior Engineer / Lead – Customer Engineering – Manila

Virtela is the world’s largest independent managed network, security, and cloud services company. Virtela offers an award-winning suite of services – including managed networks, security, application acceleration, mobile device management and IT infrastructure management to the fastest growing companies around the world, such as Kraft, Honeywell, HanesBrands, Paramount Pictures, Red Hat and IBM.

The company is known for its outstanding service innovations and customer support, which have been recognized by more than 50 awards in the last two years alone. Virtela offers unparalleled geographic reach to more than 190 countries through its partnership with more than 1,000 service providers. The company is headquartered in Denver, Colorado with globally distributed Network Operations Centers in the U.S., India, and the Philippines.

Virtela offers an attractive compensation and competitive benefits packages ranging from health, dental, vision, disability and life insurance, 401(K) with employer match, flexible spending accounts, health savings account, as well as company paid holidays and generous paid time off.

Pre-Requisite

  • Excellent verbal and written communication skills
  • Able to contribute to the work group as a team player
  • Experience working on Projects.
  • Customer service skills including the ability to work with customers in completing their circuit/service installations
  • Detailed understanding and working knowledge of IGP routing protocols including ISIS, OSPF, RIP, RIP v2, EIGRP, EGP-BGP
  • Working knowledge of MPLS-VPNs (L3 and L2 VPNs), BGP and MPBGP, QOS, IPSec and other VPNs
  • Working knowledge of Switching techniques: VLAN, VTP, STP, ISL / Ether-Channel
  • Good understanding of OSI Layer 1 and 2 protocols
  • Configuration, installation and troubleshooting of Cisco and Juniper routers, Layer-2 and Layer-3 switches, Dial up modems, BRI/PRI ISDN devices
  • Experience on Firewalls is preferred
  • Thorough knowledge of provisioning circuits including working directly with circuit providers

Responsibilities

Responsible for implementing complete end to end Network Solutions for the customers. Responsible for interacting with internal groups, vendors and customers to coordinate the timely implementation of customer networks and data services. Responsible for the final installation of circuits and data services, to a great “customer satisfaction”.

Duties: Organizational, Professional and Technical

  • Coordinate with internal Virtela groups, vendors/suppliers, and customers to implement customer orders in a thorough and timely manner.
  • Manage the overall process of implementing complex, technical installations.
  • Responsible for the final installation of circuits and data services to achieve high levels of customer satisfaction.
  • Assist in developing processes and procedures for the final installation and turn-up of circuits and data services.

Training and Certification Required

CCIE, CCNP, CCIP, JNCIA. JNCIS is desirable

Experience

Minimum 6 years

Education

BE and / or post graduate qualifications

Project Manager / Senior Project Manager – Service Delivery – India

Responsibilities

  • Create order
  • Submit order
  • Track order to closure
  • Interface between Customer and Internal Functions/ Departments
  • Act as the Customer’s SPoC
  • Ensure customer’s requirements are well articulated and satisfied
  • Work towards achieving maximum customer satisfaction
  • Track milestones against interval dates and notification
  • Access Management
  • Provisioning
    • order sent
    • FOC received
    • Circuit jeopardy
    • Circuit delivered
  • VHID / VHID association Customer hardware inventory tracking
  • CE implementation
  • Equipment ship (Hardware shipment and logistics)
  • Coordinate install (Provisioning and coordination)
  • Billing Start Date & customer notification
  • Proper close-out of all tickets

Other Tasks

  • Send Weekly status update on all circuits (update status tracker spreadsheet for each customer)
  • Major milestones documented in Siebel Notes
  • Escalate all major jeopardy to Client Support Manager
  • Validate disconnects and Billing end date
  • Ensure service disconnects are completed and records updated (validate with Provisioning)
  • Ensure Dashboard View is properly reflecting new locations, LCON (Local Site contact), support contacts, escalations, etc.
  • Monthly report of service changes to validate billing.
  • Manage technical delivery resource assigned to virtual project team.
  • Ensure full hand over into support is achieved successfully prior to full customer acceptance.
  • Ideal candidate will also have PM experience in a weak-matrixed organization where the ability to establish relationships with separate functional department resources will be key to project success.
  • Work under a controlled and structured project management framework that follows industry standards (PMI) and meets customer requirements.
  • Effective change management control within projects.
  • Provide timely and accurate reporting as specified.
  • Proactively manage and resolve project issues, risks and conflicts.
  • Ensure that all projects are delivered within scope, time, budget and quality.
  • Attend Weekly Project Review meetings

Pre-Requisites

  • Have managed mid level projects
  • Have interacted with foreign customers, especially US based
  • Familiar with MS Project and MS office, especially Excel, word, and power point
  • Familiar with Telco related IT terms
  • Familiar with Cisco, Avayya, IT-Security related products
  • Have a flare for taking notes, be a good listener
  • Have good planning skills
  • Have a yearning for learning
  • Ready to work during US shift timings
  • Familiar with foreign culture

Requirements

  • Pursuing PMP / PMP trained, ITIL trained
  • 5 -6 years experience
  • Any Graduate degree
  • Excellent verbal and written communication skills