Job Description

About MyRepublic:
Our purpose at MyRepublic is to transform people's lives by creating a connected world that is
seamless, smart and safe, while innovating the way telcos operate.
MyRepublic is one of the fastest growing digital telco operators in Asia-Pacific. Homegrown in sunny
Singapore, we have operations in Singapore, Australia and New Zealand with a defining difference.
We are the world's first telecommunications company powered by a proprietary cloud platform who
has pioneered a disruptive operating model with unparalleled efficiency and customer focus.
The engine behind MyRepublic's success, besides its people, is its next-gen digital platform that
automates and integrates its backend processes, while driving a seamless customer experience.
MyRepublic offers residential broadband, enterprise broadband, home voice, and mobile services.
We are way more than just a telco or an ISP. We exist to transform people's lives by creating a
connected world that is seamless, smart, and safe while innovating the way telcos operate. We are
the future beyond telcos.
The role:
1. To ensure maximum possible service availability and performance
2. To provision customer network services on core equipment
3. To provide support services for Engineering and other technical teams.
4. To troubleshoot escalation from Tier2 Helpdesk team.
These result in a highly diverse range of duties for the NOC - our engineers are required to ensure they are fulfilled in a timely, co-operative and professional manner.
We interact frequently with technical support, service provisioning and sales teams so it's important that we are clear and concise in our communications.
We also work very closely with the Engineering team and as such need to develop a good all-round understanding of systems and networks. Diligence and attention to detail are also key skills along
with ability to multi-task and prioritise work appropriately. We don't expect you to have all the required knowledge when you join us as many of these skills can be picked up through experience in
the job, but those who do need to learn new skills must be prepared to spend time doing suitable research to ensure their grounding is thorough and properly understood.
As your knowledge and confidence develop you may be asked to join our call-out rota providing
24x7 support on our core network and services. Importantly, NOC engineers must have a solid
understanding of MyRepublic's products and processes; they must be eager and quick to learn, be
clear communicators and must be able to use their initiative to tackle a broad range of problems.
How you'll contribute to MyRepublic's success
Manage and maintain MyRepublic's Broadband, Voice and MVNO (Mobile) networks through monitoring, escalation and restoration of network faults and outages in all 3 regions - Singapore, Australia and New Zealand. Fault handling and escalation (identifying and responding to faults on MyRepublic's systems andnetworks, liaising with 3rd party suppliers, handling escalation through to resolution). Development of knowledge and skills in network and system administration, particularly with regard to MyRepublic's own architecture and platforms. Liaise and coordinate with other units such as Field Operations and Exchange Management for local segment, Overseas Telco for International segment and MyRepublic for overseas local access to maintain, upgrade/downgrade and provision of circuits Tier 2 ticket management and services troubleshooting for escalated consumer problems. Service Provisioning and Assurance for Enterprise customer IP based services, including command line configuration management as required. Ensuring incidents and requests are reported, logged and resolved in line with SLAs. Performing problem identification and management and providing issue and risk management. Surveillance and Fault Management using various NMS and test tools. Maintaining and managing vendor/partner escalations and coordination on to meet SLAs. Coordinate with Carriers, NNI partners as part of Network Infrastructure provisioning and joint troubleshooting. Provide high quality, consistent and reliable support on all aspects of the product suite at all times. Resolve, or assist in the resolution of customer issues, through effective questioning, negotiation and conflict management, and using the correct MyRepublic assurance policies and procedures. Ensure a high level of client service and satisfaction is achieved through the technical support troubleshooting process, end to end. Troubleshoot, document and refine internal processes, including creating and/or maintaining articles for the Knowledge Base. Ability to troubleshoot IP based problems at packet-level (using wireshark, etc). Performs other duties as assigned by Management. Participate in a 24x7 call-out rota if required.
What we offer in return:

• Exciting opportunities to create and grow in a rapidly growing organisation that is a disruptor in

the telco-tech space.

• Amazing colleagues and culture that encourages you to do your best work while staying

authentic and true to yourself.

• A workplace that puts your individual needs at the core: Remote, Hybrid or In-Office - choose a

work rhythm that suits you and your team. We focus on outcomes and believe that you can
deliver your best work, working anywhere, anytime.

• Wellness first. We believe that wellness goes beyond team celebrations and birthday parties.

Our holistic approach to wellness gives you opportunities to recharge, connect and explore, at
and outside work. In addition to the standard leave entitlements, we offer:

• 1 day of wellness leave every quarter for you to take for your health and wellbeing, and

explore your personal passions.

• 20 days to work from anywhere each year, allowing you more flexibility to explore and connect with your interests while delivering work you will be proud about.

We think you'll fit in great with us if you:

• With prior experience as an NOC Engineer handling broadband or mobile networks is an advantage.
• Good communicator with a natural aptitude for dealing with people.
• Good network diagnostic skills.
• Basic Linux CLI skills.
• Basic sys admin skills.
• Proven expertise in technology problem solving in a Telecommunications or IT environment with:
• Access technologies such as GPON (FTTH)
• Mobile Technologies
• IP Routing protocols (BGP, IS-IS)
• MPLS (LDP, LSP, RSVP, TE, etc)
• IP and Ethernet based services such as VoIP, IPVPN
• SNMP based Managers, EMS and NMS
• Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
• Strong analytical skills and able to collate and interpret data from various sources.
• Ability to assess and prioritise faults and respond or escalate accordingly.
• Diploma in IT, network and relevant fields or equivalent experience.
• Preferably vendor certified (CCNA/CCNP/ JNCIA/JNCP)

The values and behaviour that we look for
From being the first to launch 1Gbps broadband plans and the first network optimised broadband
service for gaming in Singapore, to crafting workplace practices that put wellbeing at its core, our
values guide us in everything we do at MyRepublic. It's the secret sauce that makes us tick. If you
espouse the following, we know you would fit in great with us:

• Never Settle: We dream big. We are constantly curious and embrace bold ideas.
• Stronger Together: We create together. We win together, we fail together. We grow together,

we celebrate together. We are at our strongest together.

• Empowered to Deliver: We deliver on our commitments. We are empowered to move fast and

with confidence to get the right things done.

• We Care: We care for ourselves, one another and our customers. We value authenticity and

embrace differences. We create the space to recharge, connect and explore to bring our best
selves to work.
We believe that skills, knowledge and experience can come from a diverse range of life experiences.
You may not have ALL the listed requirements for this role but this should not hold back! If you
believe that you have what it takes for this position, are willing to learn, and you identify with the
values and mission of MyRepublic, we would love to hear from you. We celebrate diversity and look
forward to hearing from a diverse group of applicants. We do not discriminate on any factor in our
hiring process.
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