Experience level

6-8 years relevant experience

Must Have

 

·       Experience in Datacenter LAN Management     

·       Candidate should have a deep understanding of Cisco Meraki and its protocols.

·       Minimum of 4-6 years’ experience in L1 network Support. Proven ability in learning and upgrading new technologies/technical skills.

·       Must be able to demonstrate excellent troubleshooting and problem-solving skills. Good communication skills

·       Good understanding (of L1/L2 Level) of Switching & routing protocols, and products like: HP/Nexus Switches,** DWDM and IPAM.

·       Analyze/solve application -related problems - Use advanced network troubleshooting techniques required to analyze and solve application-related problems within large geographically dispersed networks as needed.

·       Analyze/solve layer 1/2/3 problems - Perform troubleshooting techniques to analyze/solve problems - Perform fundamental network troubleshooting techniques required to analyze and solve Layer 1, Layer 2, and Layer 3 problems within large geographically dispersed networks.

·       Analyze/solve protocol routing problems - Use advanced network troubleshooting techniques required to analyze and solve protocol routing problems within large geographically dispersed.

·       Resolve basic application problems - Use troubleshooting techniques that are useful in resolving application problems as needed.

·       ITIL V3 Foundation Certification is desired

Responsible for handling Incident Management

•       Ensure resolution of most of the incidents and service requests                     

•       Ensure resolution or recovery of service ASAP after implementation of solution / workaround for cases.                           

•       Provide inputs to Deep Technical support team for problem management and resolution of major or elevated incidents

·       Provide required updates to stakeholders involved in case of critical incidents like outages.

·       24/7 operational environment

·       Prepare Incident reports for all the business-critical incidents and unscheduled server downtime.          

Participate in Change and Release management.                           

•       Implement routine and normal changes                   

•       Participate in TAB as and when required or the situation demands

 

Quality Assurance                        

•       Ensure ITSM compliance for all incidents and service calls                 

•       Ensure SLA compliance for all incidents and service calls                    

•       Ensure usage of documents from the KB for proper resolution of incidents and service calls                            

•       Ensure adherence to Incident management standardization codes                

•       Active participation in audits and facilitating the same

 

Communication and Notification                           

•       Adherence to the documented notification and escalation process               

•       Communication to the customer both while responding to a case and also after resolution of the case                      

•       Handle vendor coordination and further coordinate with them on technical grounds

•       Coordination and communication with other incident management groups

 

Reviews                           

•       Participate in regular reviews with the Delivery Leads                        

•       Participate in team meetings                         

•       Participate in Service Delivery reviews

             

Reporting                        

•       Provide clear and unambiguous communication forums and channels across all shifts and staff to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and in the framework expected.          

•       Update daily reports and checklists as defined                      

•       Contribute towards preparation of Service Delivery Reviews                           

Documentation              

•       Ensure complete documentation of all activities undertaken with respect to the ticket in the case log of the service/Incident management tool

•       Help in preparing process and ITIL documents needed for the delivery

 

Incident Life Cycle Coordination              

•       Keep track of pending incidents and service requests and ensure closure of them ASAP

·       Work closely with the L3 Team on repetitive tickets from a problem management perspective