Networking

Networking

Roles and Responsibilities:

• Resolve incidents and problems on network technologies, primarily

  Routing, Switching, Wireless, SD-WAN, SD-LAN, and Data Center Networks

  .
• Ensure that all resolutions are completed within the agreed-upon

  Service Level Agreements (SLA)

  .
• Prioritize and resolve P1 (Priority 1) incidents and MIM (Major Incident Management) issues on a fast track.
• Work collaboratively with

  networking OEMs (Original Equipment Manufacturers)

  for issue resolution and to implement permanent fixes.
• Work on

  capacity management and change management

  as per best practices.
• Utilize basic troubleshooting skills in network environments to diagnose and resolve issues.
• Work closely with inter-domain teams to resolve tickets efficiently and meet SLAs.
• Manage escalations, act as a trusted advisor for the customer, and work closely with customers in resolving their queries and actions.
• Run service operations in close cooperation with other IT process owners and service owners.
• Prepare reports as per business requirements to provide insights into network performance and incidents.
• Ensure that all tickets are closed within the SLA and continuously strive to bring efficiency to the addressing process.

Skills Requirement:

• Strong knowledge and experience in resolving incidents and problems related to

  Routing, Switching, Wireless, SD-WAN, SD-LAN, and Data Center Networks

  .
• Ability to ensure resolution within defined SLAs, particularly for high-priority issues.
• Experience working with networking OEMs for support and fixes.
• Understanding and practical application of

  capacity management and change management best practices

  .
• Strong

  basic troubleshooting skills in network environments

  .
• Excellent collaboration skills to work with inter-domain teams.
• Proven ability to manage escalations and maintain customer trust.
• Capability to prepare various business reports.

QUALIFICATION:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.