Roles & Responsibilities:
Will be responsible for operation of site during the shift.
Operational Induction to the new team members.
Creating / Updating Documentation, knowledge database and SOP's
Monitor service call queue
Take over unresolved calls if L1 support engineers are busy with other calls and resolve. In case of non-resolution, escalate to concerned stakeholders / vendors.
Ensure calls are updated with meaningful & correct data and on time.
For any con-call with onshore or offshore should participate calls as & when required.
Ensure timely outage communication(Mail/Phone)
Monitor effective vendor management
End-user Communication (in case of delays, updates, etc).
Inter-Team Communication and Knowledge Sharing.
Timely Submission of Network related activities
Maintains integrity, security and confidentiality of all sensitive information and the physical security of the customer operations.
Informs Management of security breaches
Adheres to strict Change Control processes when performing ALL customer and internal network changes..
Would be responsible for managing a team, handling escalations and provide Network support (L2 Level).
Very Good experience in Cisco Routing and switching
Experience in Supporting large and complex network
Monitoring and Troubleshooting of the Network, and Devices in the Network
Very Good experience in managing and troubleshooting LAN and WAN networks.
Very good knowledge and Hands on experience in Check point and Juniper
Very Good Experience in configuration of routers switches and Cisco IOS commands.
Good knowledge and working experience in Link and Server Load balancer (F5 and Radware)
Should have Excellent Documentation and Reporting Skills.
Good interpersonal skill.
Problem solving attitude.
Committed & responsible.
Good written & oral communication.
Perform overtime as and when it requires and flexible in 24/7 Shift.
Competent in discussing the technology with vendor escalation support team
Understanding of incident and problem management in a network operations environment.
Has worked in or is qualified with ITIL practices.
Is able to communicate effectively at differing levels of expertise in business environments.
Bachelor's degree/BE/B.TECH or an equivalent combination of education and experience as required for the specific job level, Related Certifications.
Between 4 to 6 years of experience inNetwork support
CCNP and CCSA and Juniper cerfication preferred