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Assurance Level-2 Engineer

Assurance Level-2 Engineer

LOCATION: DAKC – NAVI MUMBAI – INDIA
DEPARTMENT: GLOBAL SERVICE CENTRE
SUB FUNCTION: SERVICE ASSURANCE
POSTED: 20 APRIL 2015

 

Job Summary 

Level 2 Engineer is a technical leadership role for all technical issues in Service Assurance.

Responsible for managing highly complex technical issues involving multiple technologies including networking, WAN optimization, etc. for large enterprise customers. Role will be responsible to provide work around for such cases and also work with the internal and external teams for permanent fix.

Role will be required to work in 24×7 rotational shift or as required by the business.

 

Duties & Responsibilities

  • Proactively monitoring customer networks via the use of our network tools
  • Taking calls from customers
  • Taking immediate corrective action to restore services
  • Driving resolution through third parties such as carriers & maintenance teams
  • Maintaining customer communications during the problem resolution
  • Escalating issues in accordance with our procedures
  • Conducting regular testing of networks and services in accordance with our processes
  • Adherence and compliance to processes and tasks assigned/requested by management

 

Key Performance Indicators

  • Compliance with Customer & our Notification Processes
  • Ensure all Down Services are notified to customers and management in accordance with documented procedures
  • Ensure all site notification details are checked and corrected at time of fault
  • Ensure NMC Manager updated on any issues affecting compliance with process
  • Participate in a Continuous Improvement Culture
  • Compliance with Customer & our Escalation Processes
  • Ensure all Down Services are escalated in accordance with documented procedures
  • Ensure all Major Events are Identified and managed according to the documented procedures
  • Ensure Shift Team Leader/Assurance Manager is updated on any issues affecting compliance with process
  • Use initiative to drive the correct outcomes in all instances
  • Remedy Tickets updated
  • Ensure all tickets assigned to you are updated regularly.
  • Ensure all tickets are updated in compliance with the Vanco standards
  • Ensure Shift Team Leader/Assurance Manager is updated on any issues affecting compliance with process
  • Use initiative to drive the correct outcomes in all instances

Skills and Experience

Professional Certifications / Additional Qualification

  • CCNA, CCNP-Routing & Switching

Technical/Functional Skills

  • Comfortable with Cisco IOS and XDI
  • Able to troubleshoot on various Cisco router platforms from c837s to c7200s
  • Able to troubleshoot on various Cisco switch platforms from c2950s to c6500s
  • Able to navigate CCO effectively and utilize the online resources available to resolve an issue
  • Understands basic Microsoft Windows networking
  • Understands basic Linux/Unix networking
  • MPLS,ASDL(PPPoA/PPPoE/RFC2684), ISDN, PPP, POS, Frame Relay, HDLC, Fast Ethernet/Gigabit Ethernet, IP, GRE tunnels, BGP, EIGRP, DHCP, HSRP, VLANs, Trunking, QoS, ACLs/CBAC/IPS, VoIP (preferred)

 

Competency & Behavioral Skills

  • Analytical & problem solving skills
  • Customer Focus
  • Team Player
  • Problem Identification
  • Proactive approach

 

Experience

  • 2 -5 yrs. of experience in a WAN technical support role which encompasses a technical first line or second line position

 

Education

  • Bachelor’s Degree in Engineering (Electrical or Telecommunication)

 

Contact: careers@globalcloudxchange.com

Job Type: Full-time

Employment Type: Permanent