Senior Service Reliability Engineer

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Role & Responsibilities

Is responsible for managing the LAN/WAN/Voice issues for customer within MTTR. Also should be able to understand the issues highlighted by customer to be passed on to 3 rd line teams.

Needs to provide technical assistance for in-time and quality implementation of connecting, global, customers LANs (Local Area Networks) together via the different available WANs (Wide Area Networks).

Needs to maintain close relations with third parties, like vendors Cisco, to be able to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products. This to be able to foresee possible conflicts and improvements to operational services.

Prepare and maintain technical customer documentation and manage the customer setup as per SLA.

Take part in Service Improvement calls, together with Service Account Management, to address the support issues on technical front.

Is responsible for KCI for Technical issues faced by the customer.

Responsible for Technical Incident Management as per KPIs.

Qualifications For SSR Engineer:

Typically engineering/science degree.

Preference to be given to CCNP qualified.

At least 4 or more no. years professional experience within tele/data communications environment

Skills/Experience SSR Engineer:

WAN Good working knowledge of WAN Protocols, Routing Protocols – BGP/OSPF/EIGRP, MPLS, Quality of Service. LAN – Good working knowledge of VLANs(Layer2/3), Bridging.

Good working experience in DATA – WAN & LAN.

Should have worked in complex environment in Tele/Data communications environment

Provide technical support regarding Data issues as per SLA.

Technical Expert for Routing and Switching.

Should have good and effective communication skills.

Can act as a source for the resolution of unique or complex problems which effect the management of own discipline.

Customer/Business Orientation - Customer Response: Can develop long-term relationships with customer.

Use management systems, fault diagnosis and debugging tools to support effective fault resolution and network improvements.

Should have experience in Incident Management/Change Management/Problem Management Process