Network Quality Analyst (C10)
Citi
Heredia, Costa Rica
hace 1 día

Responsibilities :

  • Assess all Level 1 Network Team Incidents ( P1 P4 ) and Changes based on the Quality Assurance Management process
  • Propose Service Improvement actions based on the outcome of the Quality Assessment
  • Act as a Subject matter expert for the Level 1 Network Team across the globe.
  • Managing the Service Quality report for all Critical errors that are identified as part of the Quality Assessment
  • Oversight of the work that is being assigned to the team globally.
  • Escalate any human errors that needs immediate intervention as per the Escalation matrix
  • Should be able to manage the Major Incidents in an effective manner.
  • Good Working knowledge on MS Excel and PowerPoint
  • Technical communications to be sent out to teams for process betterment
  • Expert level technical knowledge to analyze the tickets which was handled already by Network L1 techs
  • Expert level knowledge on complete L1 Network processes
  • Good oral and written communication
  • Guidance on shift during outages
  • Conducting technical training to team whenever it is required.
  • Qualifications :

  • 1+ years of hands on enterprise network operations support experience who wants to be part of the quality team
  • Advanced English
  • Very strong comprehension and knowledge of OSI model and troubleshooting of technology related issues
  • Very strong knowledge about network protocols (to include but not limited to) : OSPF EIGRP BGP MPLS RSTP STP HSRP VRRP VRF VTP DHCP DNS CDP LLDP ARP FTP TFTP
  • CCNA certified
  • CCNP level knowledge and experience (CCNP certification is a plus)
  • Able to work well in a fast paced environment and be comfortable in under pressure situations
  • Can effectively communicate with both management as well as non-technical personnel on any technology issue to ensure they understand the nature of the issue and current statue easily understood on any outage conference calls
  • Detail oriented self-motivated goal driven
  • Proactive, Self-learner, Organized
  • Very good comprehension and familiarized with Cisco IOS and Nexus NX-OS, Juniper JUNOS and Arista EOS, F5 load balancers
  • Daily Tasks :

  • Open all the required view and filters in ticketing tool to perform the Assessment.
  • Perform the assessment end to end for all Incidents / Alerts that are in scope as per the defined Error Criteria
  • Go through the Incident Journal for all Open / Resolved Incidents that are in scope and log in to the appropriate devices to cross check if the troubleshooting and the process followed by the Technician in the device and incident is appropriate.
  • If a Critical / Major Error is identified, that needs immediate intervention, he / she should notify the appropriate Shift manager / Work Flow Coordinator through phone or Chat to remediate the Error immediately and make sure that the errors are addressed and corrected.
  • Follow the escalation through an email to all the Platform managers, Shift Managers and Work Flow Coordinators for them to share the root cause and CAP actions for all Critical, Major and repeated error.
  • Send an education email to the entire team without including the Incident Number or the Technician name to make sure that the similar errors are not repeating from rest of the team
  • Log all the Incidents they assessed irrespective of the error category in the Quality Assurance Management sheet with the detailed information.
  • The Network Quality Agent should make sure that the Root cause and CAP actions for all Critical, Major and repeated errors are captured clearly within 48 hours in the Quality Assurance management sheet after stringent review with the Platform Managers.
  • Grade : All Job Level - All Job FunctionsAll Job Level - All Job Functions - CR

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