- Work as an Incident Commander to lead and drive Major Incidents (all IT domains). Incident commander is responsible for logging, triaging, and updating the Major Incident records.
- He is also responsible for coordinating, engaging, and collaborating with various technical teams until major incident is resolved.
- He must ensure that timely communication to the stakeholders with progress updates on any major outages.
- Manage NOC (Network Operations Center) operations - L1/L2 support - monitor, detect, triage, troubleshoot, escalate, and fix network related issue.
- Escalate and collaborate with Tier3 (SME) team for resolving the complex IT network issues.
- Interfacing with vendors, other IT admins, and end-users as necessary to resolve the incidents.
- Coordinating with ISPs and other external service providers to resolve network-related issues and maintain service levels.
OEMs Coordination - L3 escalation, Follow-up, part replacement, RCA
- Monitoring of network infrastructure - Use of a wide variety of point monitoring tools and procedures to identify, triage, and escalate IT service degradation or outages.
- Implementing network changes and upgrades as per the change management policies to ensure minimal disruption to services.
- 10+ Years of IT experience, 8+ years in NOC (Network Operations Center) support
Excellent written and verbal communication.
- Deep understanding of ITIL framework and key processes like Incident Management, Major Incident Management, Problem Management and Change Management.
- Good understanding of Enterprise level IT Landscape technologies including domains like networking, servers, storage, database, applications etc.
- Enterprise monitoring and triage support for a wide variety of internal and customer facing IT systems, services, and applications.
- In depth knowledge and experience on CISCO Catalyst and Nexus portfolio
- Sound Understanding and experience with protocols/technologies such as BGP, OSPF, EIGRP, STP, vPC, etc.
- Experience with network services such as DNS, DHCP, Radius, TACACS, SNMP, LDAP, SMTP and NFS. Working knowledge of TCP/IP, LAN, etc.
Proficiency working with VLAN, VRF, HSRP, Port Security, Traffic - Shaping, Priority Queuing, Class of Service (CoS)
Must possess an understanding of TCP/IP, access control lists (ACLs), security, firewalls and network traffic analysis.
Minimum Qualifications:
4+ years of IT-related work experience with a Bachelors degree.
OR
6+ years of IT-related work experience without a Bachelor s degree.
