Fault Management Engineer

Role & responsibilities

Network Support Engineer IP & MPLS

• Function: Fault Management L1 Support
• No of positions:- 1 No’s
• Location :- Bangalore – Nokia GDC

This Service is accountable for Managing the Network. This includes identifying events, troubleshooting, and resolving the outages and issues within the provided SLA.

Key Activity Details

• The service is accountable for the following activities:
• Resolving first, second, and third-level support problems
• Work with internal teams to report issues and enhancement requests ensuring that tools are kept aligned globally.
• Define, plan, approve, and implement changes via the defined Change Management Process.
• Identify when to engage with Problem Management.
• Escalating to the relevant Engineering team as required, promptly following procedures, and ensuring management is updated accordingly.
• Maintain, troubleshoot, and assist in the coordination of the replacement of faulty hardware.
• Escalation of critical issues/outages to the Command Centre Manager and Customer Account Manager as per procedures.
• Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
• To provide comprehensive handovers to peers at the end of the shift.
• Attend Daily Operations and Change Review meetings.
• Logging cases to 3rd party vendors requesting assistance on unresolved issues.

Recruitment Synopsis:

Skills & Knowledge:

• Knowledge of IP domain with experience in providing technical support.
• Confident and professional in dealing directly with customers.
• Outgoing team player with the ability to liaise with other team members and take the lead on decision-making.
• Positive and Proactive attitude.
• Ability to work under pressure.
• Supportive and committed team player.
• Experience in using Ticket Management tools.
• Good analytical skills.
• Have excellent written and verbal communication skills.
• Be organized and be able to work under pressure.
• Willing to work in 24/7 rotational shift
• Knowledge of IP/MPLS technologies

Preferred Requirements

• Detailed working knowledge of a range of networking and/or security technologies, including:
• Nokia SR Routers and Switches (7750, 7250, 7705, 7210)-
• Cisco / Juniper routers
• Able to demonstrate understanding of key networking concepts, including:
• TCP/IP
• Layer 2 and layer 3 switching and routing
• Routing protocols such as BGP and OSPF
• Security solutions such as firewalls, VPN, and SSL Certificates
• Load balancing fundamentals
• In-depth troubleshooting and strong analytical skills.
• Use of packet capturing technologies such as Wireshark.
• A degree in IT or equivalent proven experience in technical support roles for high-availability data Centre infrastructures.
• ITIL accreditation