Focuses on continuous operations, incident, change and problem management of supported configuration items. The main goal is to act as the highest level of Technically Capable individual to trouble shoot and resolve the High severity Incidents and outages in the customer's production environment while maintaining highest level of compliance adhering to Company Policies and Procedure by achieving a high level of customer satisfaction.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 requestKey Competencies and Skills :
English - fluent knowledge
5 years experience in a Network Operations role.
In depth Knowledge LAN / WAN.
In depth Knowledge in circuits and transport technologies includes deeper level trouble shooting.
Routing (Cisco, HPN) dynamic protocols like EIGRP, OSPF and well versed with BGP
Firewalls equipment (Cisco ASA, Checkpoint, Fortinet)
Switches (Cisco, HPN Switches) layer 2 technologies like Link Aggregation, VLANs, Spanning Tree, Port Security
F5 Load Balancers basic knowledge of LTM
Wireless Controller (Cisco, Aruba or similar) and WiFi technology in general and WLC controllers
Firewall design experience is preferrable
Good analytical and troubleshooting skills
Understanding of 24x7 mission critical enterprise computing environments and the impact of service disruption on a company’s bottom line
Network Address Translation (NAT) and Port Address Translation (PAT)
IPS / IDS understanding
Working knowledge of data communications : premise cabling (Cat5 / 6), fiber optics, and peripherals.
Have excellent oral and written communication skills including the ability to communicate complex technical information in a concise and articulate manner.
Be flexible and creative to adapt to environments where functional and business objectives evolve and change rapidly
Be a capable individual contributor with ability to work with other departments and coordinate activities. Strong customer service skills are essential.
Familiarity with the TCP / IP protocol stack, how information flows between the layers and what that means in an Enterprise and Data Center network environments.
Be organized and proficient with accounting for time, billing specifics, and company reporting activities.
Very proficient with Visio, Excel, and other MS Office products
Understanding of 24x7 mission critical enterprise computing environments and the impact of service disruption on a company’s bottom lineEducation and Qualifications :
Required : CCNP / CCDP or Equivalent
Preferred : CCIE or Equivalent
Required : Bachelor Degree or Equivalent
Roles and Responsibilities : Key Competencies and Skills : Education and Qualifications :
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