Network Consultant

Role Profile: Network Consultant

Internal Title: Assistant Manager

External Title: Network Consultant

Location: Bangalore

Primary Skills

• Routing Protocols

  : OSPF, BGP, EIGRP, ISIS

• LAN Switching

  : VLANs, Trunking, STP, PVST; hands-on experience with Catalyst and IOS-based switches

• WAN Technologies

  : ATM, Frame Relay, ISDN, HDLC, PPP (hands-on preferred)

• Certification

  : CCNA (Mandatory)

Alternate Skills

• MPLS Basics, LDP, TDP, Traffic Engineering (TE)

Role Purpose

This is a Level 2 Network Consultant role (as per E&Y mapping) within a customer-facing technical service desk. The role supports premium service customers with complex solutions and SLA requirements in a 24/7 shift-based environment. The consultant will diagnose faults, manage incidents, and ensure timely resolution while maintaining high customer satisfaction.

Key Accountabilities

Impact on Business

• Proactive fault diagnostics and root cause analysis
• Adherence to SLA and incident lifecycle ownership
• Zero misses on process and escalations
• Queue management and ticket transfer to L2/resolution teams

Customer, Supplier & Third-Party Interfaces

• Regular updates to customers on issue status
• Participation in customer bridge calls for troubleshooting and escalations
• Coordination with vendors and third parties based on business impact

Leadership & Teamwork

• Effective multitasking and stress management
• Strong team collaboration and support
• Ownership of tasks and proactive communication

Innovation & Change

• Adoption of ITIL standards for Change & Fault Management
• Process adherence and continuous improvement

Work Conditions

• Shift Work

  : Yes

Desired Profile

Education & Certifications

• Essential

  : BE/BTech in Engineering; CCNA Certified

• Desired

  : Post-Graduation in Advanced Networking; CCNP is an advantage

Experience

• Minimum 3 years in NOC with technical background
• Experience in WAN technologies and troubleshooting preferred
• Strong customer handling and communication skills

Behavioral Specifications

• Fluent English communication
• Strong multitasking and stress-handling abilities
• Logical and methodical troubleshooting approach
• Goal-oriented and quick learner
• Adaptable and proactive in dynamic environments