ob Description
Position Title, Responsibility Level
Tl/AM- IT Network
Function
IT
Reports to
Service Delivery Leader/SM
Permanent/ Temporary
Permanent
Span of Control
4-5 Vendor resources
Location
Jaipur
Basic Function
- Responsible for managing the IT Network (Cisco) both wired and wireless for Jaipur Site
- Responsible for Operations, Incident and Problem Management for Network Domain
- This position will be the primary conduit between the US, India (Jaipur) infrastructure teams for communication and escalation of issues
- Works with vendors and network operation team in the identification and resolution of complex network and voice problems
- Coordinate with vendor and monitors overall network & voice performance, including accountability for problem identification and escalation
Essential Functions
- Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems within business committed SLA’s
- Hands on experience required on:
Network (Cisco):
o
C9410/C9300/C6
500/C4500 series switches
o C8200/ISR 4451/ASR 1001 series routers
o Copper & fiber modules/cards
o Meraki & Cisco Access Point
C4800/C3800/MR
56/9166
o Good exposure on Routing and switching concepts:
§ Routing - BGP, EIGPR, MPLS, static, policy-based routing
§ Switching - VTP, spanning tree protocols, VLAN, subnetting, port monitoring, port security, port mirroring
§
Network/Protoc
ol - Cisco IOS, LAN/WAN, TCP/IP, SNMP, ICMP, NAT, PAT, access list, FTP, SSH, telnet, Ethernet, WCCP, HSRP, DHCP, VOIP, Multicasting, ARP, CDP, Traffic policing, QOS
- Monitoring Tool and Dashboard -
o SolarWinds and Kiwi Syslog
o Meraki dashboard / DNAC
o Copper/Fiber
o Standards -
E1/T1/DS3/E3/O
C3
Enterprise-wid
e meetings and in crisis
- L3 Escalation point for Network and Voice issues
(Software/Hard
ware) from engineering perspective
- Ensure that problems and changes are properly documented, support groups notified, and issues resolved to prevent production impact to MetLife
- Ensure timely closure of Annual Budgeting, Monthly Accrual’s to budget, processing of vendor’s monthly invoices, define service level agreements with Business partners
- Create and maintain documentation related to ISO 27001/ISO 2000
Primary Internal Interactions
- Act as a SPOC for all internal & external audit and audit related requirements
- Work with core team (In India) to develop robust disaster recovery plan for the data / redundancies in network/voice etc
Primary External Interactions
- Monthly / quarterly reviews with vendors, who are providing technical / hardware support to MetLife
- Vendor management, including timely billing to Service Providers
Skills
Technical Skills
- ITIL, CCNP (Routing & Switching)
certification,
Wireless certification
- Proficiency in MS-Visio, Project, PowerPoint and excel
Process Specific Skills
Soft Skills (Mandatory)
- Excellent verbal and written communication skills (US)
- Understands how BPO operations are run and maintained
- Good negotiation and convincing skills
Soft skills (Desired)
Education Requirements
- B.E/B.Tech or equivalent course in IT
Work Experience Requirements
- 5 years of experience with 3-4 in BPO/ITES environment
- Open for working in shifts aligned with US/India
