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Network Engineer

Network Engineer

LOCATION: DAKC – NAVI MUMBAI – INDIA
DEPARTMENT: GLOBAL SERVICE CENTER
SUB FUNCTION: SERVICE ASSURANCE
POSTED: 17 APRIL 2015

 

Job Summary 

Network 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 x7 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 k 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

 

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 4 Incidents are resolved within 240 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

 

Skills and Experience (“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 Netflow 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 = Ability to learn new technologies quickly
  • 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 – 1+ Years
  • Relevant Core Technology Experience – 1+ Years
  • Post Essential Certification – 1+ Years

 

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

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

 

Additional Requirements

  • Extensive hands‐on experience in service provider environment in conceptualizing, planning and design of core infrastructure and managed service solutions to support mission critical customer operations
  • Expertise on relevant standards, routing and switching equipments, tools, industry trends, and enterprise managed VPN,WAN optimization, managed voice and video services
  • Must be customer oriented with excellent blend of technical knowledge, vendor equipment capabilities, Innovative solution design abilities, documentation skills, and SLA understanding are required
  • Must have good research skills, should be an out‐of‐box thinker and must have ability to envision services of the future over various platforms & networking etc.
  • Must have complex problem solving and analytical skills. Must have excellent interpersonal, communication (both verbal and written), documentation and presentation skills
  • Positive attitude and ability to work under extreme challenging situations. In the previous experience should have demonstrated ability to lead complex technical discussions with customers
  • Effective team player, ability to initiate and establish good relationships with internal partners Operations, Facilities, products / Solutions Engineering, and other Engineering team members
  • Must be willing to relocate to DAKC or other locations if required and should be willing to travel
  • Should have the ability to work independently with minimal or no supervision

 

Contact: careers@globalcloudxchange.com

Job Type: Full-time

Employment Type: Permanent