L2 Network Managed Services Support Engineer

Role-Technology Analyst-Network Managed Services Support Engineer (Level 2)

Experience-4+Years

Location-Bangalore

Education-BE/BTECH

Notice Period-0-30 Days

Job Description:

You provide second level support to all incidents dispatched via the level 1 support.

You take full ownership of all tickets and requests assigned and drive all needed activities to get them solved and closed.

You deep dive in the troubleshooting activities and identify the root cause of incidents and problems

You routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction.

You are a driving force in running a proactive service operation on all aspects (incidents, problems, service improvements, automations,.) so you propose initiatives in this field towards the technical lead and/or the networking management team.

• You monitor client infrastructure and solutions and take the appropriate actions to ensure stability of the networking infrastructure.
• You identify problems and errors prior to or when they occur and initiate appropriate actions to prevent impact.
• You can map the urgency and impact of events to the service impact for the customer
• You identify opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.
• You execute more complex networking changes on the customer infrastructure based on a service catalogue. More easy changes are executed by the level 1 engineers

You execute these changes in line with the agreed procedures. You take care of a clear identification of risks and the mitigation plans to be captured into the change record. You understand the impact of the changes you execute on the overall customer environment.

You ensure all changes are carried out with proper change approvals and in full alignment with the technical lead.

• You update existing knowledge articles or create new ones to help your colleagues with similar issues.
• You perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• You perform a regular status update of your tickets to ensure follow-up by the customer, SDM and technical lead.
• You coach the L1 team for technical and behavioral skills.
• You analyze logs and dispatch complex issues to L3 engineers in Belgium
• You perform correct handovers to your colleagues in the 24*7 rotation system to guarantee service continuity.

Required skills & knowledge

• >8 years of experience for senior profile
• Experience with advanced troubleshooting and customer support in secured networking environments within a large ICT organization.
• Working knowledge of ITIL processes.

Relevant experience and solid expertise in

o Networking and routing protocols (RIP, OSPF, SD-WAN)

o Cisco Catalyst Center

o Cisco LAN switches (Access + Core)

o Cisco Wireless controllers

o Cisco Access Points

o Cisco ASA

o Cisco ISE

General Experience & expertise in

o FortiGate Firewall

o Forti analyzer

o Forti manager

• Min. CCNP or equivalent certification required. (Additional certifications carry additional weight on a candidate’s qualification for the role.)
• You have experience in using Service Management tooling.
• You take ownership of your tickets, and have a high sense of responsibility
• You are committed to quality. You have excellent communication skills both internally with your colleagues in India and Belgium, as externally with the customer.

Regards,

Infosys BPM Recruitment team