P3 Level - Tier 2 (Routing Switching domain)
Job Roles and Responsibilities:
- Should be good with advanced to expert level knowledge and skills on Enterprise Networking (Routing & Switching).
- Collaborate and work closely with Incident management teams & prioritize the incidents shared by them.
- Join all the Bridge Lines for troubleshooting along with customer and relevant stakeholders.
- Collaborate and work closely with the Project teams for Configuration details (Hardware and software)
- Any new process update or technical update to be cascaded to the whole team.
- Is responsible for incidents escalated from Tier 1 or by a customer.
- Should correctly assess the priority and business impacts of incidents and accordingly involve Tier 3 engineers and incident management team for all priority P1 and P2 (high priority) tickets
- Is responsible for reviewing the results of any previous actions taken prior to assuming ownership of an incident to ensure proper incident analysis and diagnosis can be done.
- Should collaborate with Tier 3 engineers over more complex issues.
- Change Management Responsibilities:
- Tier2 is also responsible for the verifying the change request documents & make sure all the Pre/Post checks have been completed for all changes by the Project team.
- Work on Alarm suppression activities during the Change window and collaborate with Tier 3 engineers wherever needed.
- Tier 2 Engineers are encouraged to coordinate with TAC and BU for all escalated issues till the closure of the issue.
- This is hybrid role where candidate needs to have a working experience with advanced troubleshooting in IP R&S, which is more traditional knowledge, Datacenter (20%) and Wireless (10%)
- Should take initiative to improve and make business operations more efficient
- Should think analytically and assertively in pressure situations
- Must display leadership characteristics, have the desire to provide excellent customer service, and be self-motivated to continued learning
Job Roles and Responsibilities:
- Should be good with advanced to expert level knowledge and skills on Enterprise Networking (Routing & Switching).
- Collaborate and work closely with Incident management teams & prioritize the incidents shared by them.
- Join all the Bridge Lines for troubleshooting along with customer and relevant stakeholders.
- Collaborate and work closely with the Project teams for Configuration details (Hardware and software)
- Any new process update or technical update to be cascaded to the whole team.
- Is responsible for incidents escalated from Tier 1 or by a customer.
- Should correctly assess the priority and business impacts of incidents and accordingly involve Tier 3 engineers and incident management team for all priority P1 and P2 (high priority) tickets
- Is responsible for reviewing the results of any previous actions taken prior to assuming ownership of an incident to ensure proper incident analysis and diagnosis can be done.
- Should collaborate with Tier 3 engineers over more complex issues.
- Change Management Responsibilities:
- Tier2 is also responsible for the verifying the change request documents & make sure all the Pre/Post checks have been completed for all changes by the Project team.
- Work on Alarm suppression activities during the Change window and collaborate with Tier 3 engineers wherever needed.
- Tier 2 Engineers are encouraged to coordinate with TAC and BU for all escalated issues till the closure of the issue.
- This is hybrid role where candidate needs to have a working experience with advanced troubleshooting in IP R&S, which is more traditional knowledge, Datacenter (20%) and Wireless (10%)
- Should take initiative to improve and make business operations more efficient
- Should think analytically and assertively in pressure situations
- Must display leadership characteristics, have the desire to provide excellent customer service, and be self-motivated to continued learning
