Sr Analyst I Infrastructure Services

Job Description:

Experience level

6-7 years in relevant technology

Must Have

Responsible for handling Incident Management

• Experience in Datacenter LAN Management
• Candidate should have a deep understanding of Wireless technology and its protocols.
• Minimum of 5-6 years experience in L3 network Support. Proven ability in learning and upgrading new technologies/technical skills.
• Must be able to demonstrate excellent troubleshooting and problem solving skills. Good communication skills
• Good understanding (of L2/L3Level) of Switching & routing protocols , and products like: HP/Nexus Switches DWDM and IPAM.
• Analyze/solve application -related problems - Use advanced network troubleshooting techniques required to analyze and solve application-related problems within large geographically dispersed networks as needed.
• Analyze/solve layer 1/2/3 problems - Perform troubleshooting techniques to analyze/solve problems - Perform fundamental network troubleshooting techniques required to analyze and solve Layer 1, Layer 2, and Layer 3 problems within large geographically dispersed networks.
• Analyze/solve protocol routing problems - Use advanced network troubleshooting techniques required to analyze and solve protocol routing problems within large geographically dispersed.
• ITIL V3 Foundation Certification is desired.

. Participate in Change management

• Participate and provide inputs on Change management processes.

Quality Assurance

• Ensure ITSM compliance for all incidents and service calls
• Ensure SLA compliance for all incidents and service calls
• Ensure usage of documents from the KB for proper resolution of incidents and service calls
• Ensure adherence to Incident management standardization codes
• Active participation in audits and facilitating the same

Communication and Notification

• Adherence to the documented notification, elevation and escalation process
• Communication to the customer both while responding to a case and also after resolution of the case
• Handle vendor coordination and further coordinate with them on technical grounds
• Coordination and communication with other incident management groups

Reviews

Participate in regular reviews with the Delivery Leads

Participate in team meetings

Participate in Service Delivery reviews

Reporting

• Provide clear and unambiguous communication forums and channels across all shifts and staff to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and in the framework expected.
• Update daily reports and checklists as defined
• Contribute towards preparation of Service Delivery Reviews

Documentation

• Ensure complete documentation of all activities undertaken with respect to the ticket in the case log of the service/Incident management tool
• Help in preparing process and ITIL documents needed for the delivery

Incident Life Cycle Coordination

• Keep track and update status of pending incidents and service requests and ensure closure of them ASAP
• Work closely with the L2/L3 Team on repetitive tickets from a problem management perspective

Ensure response & resolution of most of the incidents and service requests

Ensure response & resolution or recovery of service ASAP after implementation of solution / workaround for cases.

Provide inputs to Deep Technical support or the Level -2 team for problem management and resolution of major or elevated incidents

Provide required updates to stakeholders involved in case of critical incidents like outages

24/7 operational environment

• Prepare Incident reports for all the business critical incidents and unscheduled server downtime
• Monitor the Queue for Network events/alarms and raise necessary tickets.

Quality Assurance

Ensure ITSM compliance for all incidents and service calls

Ensure SLA compliance for all incidents and service calls

Ensure usage of documents from the KB for proper resolution of incidents and service calls

Ensure adherence to Incident management standardization codes

Communication and Notification

Adherence to the documented notification and escalation process

Communication to the customer both while responding to a case and also after resolution of the case

Handle vendor coordination

Coordination and communication with other incident management groups

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