Proactive Field Support Engineer

Sandvine Technologies (I) Pvt Ltd.
  • Bangalore, Delhi, Kolkata, Mumbai
  • Confidential
  • 5-10 years
  • 149 Views
  • 18 Feb 2015

  • Project/ Program Management IT

  • IT/ Technology - Hardware & Networking, IT/ Technology - Software/ Services, IT/ Technology - Data Center/ Manage Infrastructure Services
Job Description

Role:

As a successful candidate, you will work in a team environment, taking responsibility for proactive and field customer support including: proactively monitoring, planning and identifying areas for improvement, the management of defect entry, tracking, and escalation, software/LTIP upgrades, RMA replacement, NDS reporting requests, updates to configuration related to network changes and other like based operations base responsibilities. In addition, you will perform proactive customer support activities and be the technical, onsite prime for technical escalations. You will also be expected to be part of the delivery team and be available to complete hands and eyes aspects of installations, expansions, and re-design efforts. Communication is a key success factor to this role, as your opinion and ideas will be critical for the future development and operation of Sandvines products as you will be a customer advocate to relaying the thoughts and comments from our customers.

Qualifications:

Minimum of 5 years experience in DPI Packet Core, in a technical role.
Degree or diploma from a technical institute
Hands-on Unix experience (BSD/Linux/Solaris)
Excellent communications skills, written and verbal, especially under pressure
Technical background with a strong understanding of networking (specifically IP related technologies); Packet Core experience is a must
Hands-on experience with the installation, configuration, and/or operation of network equipment such as Cisco, Juniper or other network hardware manufacturers a valuable asset
Excellent troubleshooting, investigative, and communications skills
Experience with programming and/or scripting, SQL databases, network traffic monitoring, or firewall technologies especially in a Telecom, ISP, or Cable Internet environment a valuable asset
Experience in a technical product lab setting or operational network environment a valuable asset
Experience performing Audits of the Network architecture and platform capacity for the purpose of planning
Experience providing and presenting Root Cause Analysis of Critical and Major problems
Experience providing Proactive Support activities associated with periodic platform audits for both hardware and software
Experience providing Network Quality Improvement Analysis and Continuous improvement recommendations based on audits, industry experience, global best practices and Subject Matter Expertise
Experience planning and delivering Software/Firmware Updates/Upgrades, Maintenance Releases/Enhancements Account and Technical Review Meetings
Experience monitoring and providing recommendations for performance issues during pre- and post-service periods
Demonstrated ability to analyze the Configuration and Performance of the Network and makes specific recommendation for the action to be taken for improvement
Review and provide report to identify intermittent problems that may affect the Network including detection of database errors created during the operations of the Network, which cannot be resolved during the day to day operations
Strong leadership skills
Salesforce experience an asset


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