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Shift Manager / Shift Lead

Shift Manager / Shift Lead

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

 

Job Summary 

  • Shift Manage / Shift Lead is a technical and operational leadership role for all issues in Network Service Assurance.

  • Responsible for managing complex technical operations involving multiple technologies including security, networking, WAN optimization, etc for large enterprise customers, this role will have the end to end accountability of major incidents and complete operations during the shift for Managed Services and Solutions.

  • Role will be the owner and accountable for the entire customer life cycle and ensure extremely proactive customer communications, manage and resolve incidents, engage Problem Management team to reduce recurring issues.

 

Duties & Responsibilities

  • Reporting to Head of Network Service Assurance, this role will be operational leader during a shift including the PPM, security, networking and AAN engineering teams for Managed Services and solutions
  • Role will be the first escalation contact point for both customers and other internal and external contacts
  • Responsible for auditing incidents periodically, handled by all teams during the shift to ensure that the all incidents progress correctly and mentor the engineers and course correct incidents wherever required
  • Responsible to ensure that all teams in shift are in complete compliance to standards, processes and work instructions as applicable when handling incidents, change requests, reporting and during other activities
  • Responsible to guide teams to expedite the resolution for long pending and escalated cases and work with the peer groups (Incident Managers, Service Managers, 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 and operational 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 2, Level 1 and Network engineers during troubleshooting of 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

 

Skills and Experience (“E” denotes Essential and “D” denotes Desirable)

  • E = ITIL V3 Expert Certified, CCNA, CCNP Certified
  • D = JNCIE (Routing and Switching), CCIE (Routing and Switching), CCIE SP, CCSP, JNCA-SEC, CCSA, BCXCA,  Cisco VPN Security Specialist, CCVP, CCIE Collaboration, CCIE SP Operations, CCIE DC, RCSP, ICOS, ICAS

 

Experience

  • Overall Experience – 8+ Years
  • Relevant Core Technology Experience – 6+ Years
  • Post Essential Certification – 2+ Years

 

Candidate Specification

  • 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 excellent customer management skills, should have the demonstrated capability to manage escalations or communication with the C-level or top management contacts in the customer organization
  • Must have demonstrated experience and expertise in managing highly complex managed services operations with multiple product and solutions and customer base spread across different geographies
  • Extensive hands-on experience in service provider environment in conceptualizing, planning or design of core infrastructure or managed service solutions to support mission critical customer operations
  • Intermediate understanding of relevant standards, routing and switching equipments, tools, industry trends, and enterprise managed VPN, WAN optimization, managed voice and video services
  • 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

 

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 mentor and coach less experience staff
  • 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

 

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 Netflow based management, monitoring tools and reporting tools
  • E = Experience in analyzing data and transfer into a reporting package with executive summary
  • E = Expert with Cisco, Juniper, Bluecoat, Checkpoint, Riverbed, Ipanema product and Technologies
  • E = Sound understanding of scripting, programming and regular expressions

 

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

  • E = B.E or B.Tech
  • D = M.E. or M.Tech

 

Contact: careers@globalcloudxchange.com

Job Type: Full-time

Employment Type: Permanent