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Assurance Level-1 Engineer

Assurance Level-1 Engineer

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

 

Job Summary 

Level 1 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 x 7 rotational shift or as required by the business.

 

Duties & Responsibilities

  • With matrix reporting to incident manager and On Duty Manager, this role will be the second highest network technical role and will have expertise in network engineering for Managed Services and solutions
  • Responsible for troubleshooting and resolving highly complex issues or incidents involving networking technologies in the GCX core or in the Managed Services customer network
  • Part of the level 1 engineering team, this role will have an understanding of the management systems, core network, security infrastructure, AAN service and customer design and solutions
  • Individual will be end to end owner and completely accountable for the resolution, internal and external communications and customer satisfaction during MSO, critical and escalated incidents
  • Responsible to guide teams to expedite the resolution for long pending and escalated cases and work with the peer groups (Incident Managers, Shift Leaders, Level 3 etc) to manage the customer satisfaction
  • Responsible to liaise with the service provider engineering teams to effectively drive technical teams in the vendor organization to expedite the incident resolution to achieve the agreed SLAs with the customers
  • Responsible to support the incidents and maintenance on the GCX core network and at colocations, vulnerability assessment, penetration testing and design reviews on both customer and core network
  • Responsible for the impact assessment of the major projects and internal and provider planned events
  • Ensure compliance to the GCX work instructions and process to ensure service quality to customers. Handle escalations from customers and be a focal point to all service related technical queries
  • Individual will serve as the technical escalation contact for all issues, incidents and escalation for the all both customers and internal core for the Managed Services Service Assurance
  • Drive and meet all agreed SLA metrics as contracted by GCX and to minimize service impacts to customers within established cost parameters and act as point of contact for client and internal requests
  • Mentor the Level 1 and Network engineers in troubleshooting and resolving complex issues. Responsible for identifying permanent fixes and workarounds for known errors and unresolved complex issues
  • Responsible to contribute to the Known Error Data Base (KEDB) for the network related incidents
  • Responsible to support the Global Problem Management team during the analysis and permanent resolution of the recurring incidents (RCR) for the network related incidents

 

Key Performance Indicators

  • Customer Satisfaction
  • Incident category-wise MTTR SLAs compliance
  • 100% adherence to the customer design standards, and the documentation compliance in case of changes
  • Severity 3 Incidents are resolved within 180 minutes
  • Recurring incident progression updates every 1 hour
  • >95% achieved in monthly NMC ticket audit
  • 100% resolution of all escalated incidents with permanent fix or workaround

 

Technical / Functional Skills (“E” denotes Essential and “D” denotes Desirable)

 

  • E = Excellent experience in supporting managed services and solutions in service provider background
  • E = Working experience in solution designing, implementation or break fix role in a service provider environment
  • E = Excellent conceptual understanding of applications layer protocols (FTP, CIFS, MAPI, HTTP, SSL, etc.)
  • E = Experience with SNMP or Net flow based management, monitoring tools and reporting tools
  • E = Ability to analyze data and transfer into a reporting package with executive summary
  • D = Expert with Cisco, Juniper, Bluecoat, Checkpoint, Riverbed, Ipanema product and technologies
  • D = Experience with scripting, programming and regular expressions

 

Competency & Behavioral Skills (“E” denotes Essential and “D” denotes Desirable)

  • E = Excellent communication skills in both spoken and written english language
  • E = Ability to work under pressure
  • E = Ability to work to tight deadlines and produce good quality work
  • E = Able to multitask to manage multiple project workloads
  • E = Sense of ownership to see things through to completion
  • E = Confident at presenting and talking to clients and vendors
  • E = Willing and able to work shifts
  • D = Ability to mentor and coach less experience staff

 

Experience

  • Overall Experience – 3+ Years
  • Relevant Core Technology Experience – 2+ Years
  • Post Essential Certification – 1+ Years

 

Education (“E” denotes Essential and “D” denotes Desirable)

  • E =  B.E or B.Tech (in Computer Science or Information Technology or Electronics and Communication or Electrical Engineering).
  • D =  M.E. or M.Tech (in Computer Science or Information Technology or Electronics and Communication or Electrical Engineering)

 

Contact: careers@globalcloudxchange.com

Job Type: Full-time

Employment Type: Permanent