To perform a Network Level 3 Incident, change, problem Management, for assigned customers as per contract deliverables and also act as a delivery lead handling the entire network operations. The primary objective is to act as the escalation point in network services and also guide the L1 L2 L3 teams on the day to day network operations and ensure smooth operations with team leadership skills. Secondary objectives include configuration and review of network management tools, monitoring customer specific incidents to ensure service level metrics are met, analysis of incidents and identification of root cause for incidents and problems.
Roles And Responsibilities
- Build strong working relationship with Team Technology Lead, Account Support Team representative and Capability support and technology teams
- Good awareness of the customers business and in-depth knowledge of the customer's environment and support processes
- Complying with the ITIL standards by observing the Incident Management lifecycle processes.
- Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigation steps escalating to management's attention, where appropriate.
- Support and assist the Team Technology Lead for documentation libraries for the area of your expertise.
- Ensuring compliance with internal documentation standards; also accountable for updating the documentation
- Must be able to prepare technical documentation upon request
Key Competencies And Skills
2.1. Primary Skills
ITIL Process Foundation Certified (Preferable) else knowledge of ITSM is mandatory
Good troubleshooting skills
Effective time and task management
Initiative in service delivery
High commitment to quality
Interpersonal sensitivity and customer responsiveness.
Leadership skills.
Team management skills
Ability to communicate complex technical contents plainly and simply.
Strong consulting skills, flexibility and resourcefulness.
Ability to design and manage effective network technical solutions
Proven involvement in operations requiring for stringent uptime service levels
Manage L1 L2 L3 teams for network operations.
2.2. Qualifications
Graduation from Recognized University with Minimum 10 Years of Experience in Networking IT Field.
Cisco CCNP or equal level of Industry certification in Networking.
ITIL Certification.
2.3. Experience
Min 7+ years experience in LAN and WAN support and configuration
Min 7+ years experience with telecommunications carrier services
Min 5+ years firewall support and configuration
Min 3 years experience with network management tools
Min 1 years experience in managing the IP based Voice Technology,
2.4. Hands on level3 experience required on following OEM products
Cisco & HPN : High end routers /Switches (chassis based) with clear fundamentals on routing and
Switching along with PIX/ ASA/Checkpoint or Juniper or Fortinet firewall administration
Avaya/ HPN: Good level 3 problem resolution techniques of Data network and network security products and working
Knowledge on Voice products and any expertise on design would be an added advantage. .
Other OEM products:, D- Link, Juniper
Monitoring tools: working knowledge on HP OV suits NNM or Solarwinds or whatsup gold or QWAN or
Any other industry standard monitoring tools
2.5. Technical Experience
Good Understanding Of IT Environment Including
- Working knowledge of the OSI 7 layer model
High level understanding of LAN and WAN technologies including: TCP/IP
- Hands-on experience in Cisco , , HPN, Nortel, Juniper products configuration at level 3
- Prior experience of participation in Network design and implementation
- Experience in use of Network Management Systems such as HP Open view
High level of understanding of Cisco ASA , Fortinet, Juniper Checkpoint Firewall and clear understanding of security concepts
Education And Qualifications
B.Tech graduation.
Flexible to work in shifts
Additional Information
English
