Overview
Level 3 Engineer is a technical leadership role for all technical issues in Service Assurance.Responsible for managing highly complex technical issues involving multiple technologies including networking, security, WAN optimization, cloud computing, etc for large enterprise customers. Role will be responsible to provide work around for such cases and also work with the internal and external teams for permanent fix.Responsible to support critical operational projects which involves complex customer network.Role will be required to work in 24 x7 rotational shift or as required by the business.
Responsibilities
- Reporting into the Head of Specialized Service Center, this role will be the highest technical authority and will hold expertise in Service Assurance engineering team for Managed Services and solutions
- Responsible for troubleshooting and resolving highly complex issues or incidents involving AAN, Security and Networking technologies in the core or in the Managed Services customer network.
- Part of the level 3 engineering team, this role will have an expertise on the management systems, core network, security infrastructure, AAN service and customer design and solutions.
- Individual will be end to end owner and completely accountable for the resolution, internal and external communications and customer satisfaction during MSO, escalated incidents or installations.
- Responsible to guide teams to expedite the resolution for long pending and escalated cases and work with the peer groups (Incident Managers, Shift Leaders, 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 core network and at colocations. Drive and support the concerned teams to update the core network design documents.
- Participate in planning, designing and implementation of major organizational projects. Responsible for 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 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 final technical escalation contact for all issues, incidents and escalations for the all both customers and internal core for the Managed Services Service Assurance.
- Drive and meet all agreed SLA metrics as contracted by client and to minimize service impacts to customers within established cost parameters and act as point of contact for the client and internal requests.
Mentor the Level 1 and Level 2 engineers in troubleshooting and resolving complex issues. Responsible for identifying permanent fixes and workarounds for known errors and unresolved complex issues.
Requirements
TECHNCIAL AND FUNCTIONAL KNOWLEDGE (Use “E” to denote Essential and “D” for Desirable)
E - Excellent experience in supporting managed services and solutions in a service provider background.E - Working experience in solution designing, implementation or break fix role in a service provider environment.E - Expert with Cisco, Juniper, Bluecoat, Checkpoint, Riverbed, Ipanema product and technologiesE - 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 toolsE - Ability to analyze data and transfer into a reporting package with executive summaryD - Experience with scripting, programming and regular expressions
COMPETENCY AND BEHAVIORAL SKILLS (Use “E” to denote Essential and “D” for Desirable)
E - Ability to learn new technologies quicklyE - Excellent communication skills in both spoken and written english language.E - Ability to work under pressureE - Ability to work to tight deadlines and produce good quality workE - Able to multitask to manage multiple project workloads.E - Sense of ownership to see things through to completionE - Confident at presenting and talking to clients and vendorsE - Willing and able to work shiftsD - Ability to mentor and coach less experience staff
