Technology Analyst-L2 Network Managed Services Support Engineer

Role- Technology Analyst Network Managed Services Support Engineer (Level 2)

Experience-4+Years

Location-Bangalore

Education-BE/BTECH

Your role

• You provide second level support to all incidents dispatched via the level 1 support.
• You take full ownership of all tickets and requests assigned and drive all needed activities to get them solved and closed.
• You deep dive in the troubleshooting activities and identify the root cause of incidents and problems.
• You routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction.
• You are a driving force in running a proactive service operation on all aspects (incidents, problems, service improvements, automations,....) so you propose initiatives in this field towards the technical lead and/or the networking management team.
• You monitor client infrastructure and solutions and take the appropriate actions to ensure stability of the networking infrastructure.
• You identify problems and errors prior to or when they occur and initiate appropriate actions to prevent impact.
• You can map the urgency and impact of events to the service impact for the customer
• You identify opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities.
• You execute more complex networking changes on the customer infrastructure based on a service catalogue. More easy changes are executed by the level 1 engineers
• You execute these changes in line with the agreed procedures. You take care of a clear identification of risks and the mitigation plans to be captured into the change record. You understand the impact of the changes you execute on the overall customer environment.
• You ensure all changes are carried out with proper change approvals and in full alignment with the technical lead.
• You update existing knowledge articles or create new ones to help your colleagues with similar issues.
• You perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
• You perform a regular status update of your tickets to ensure follow-up by the customer, SDM and technical lead.
• You coach the L1 team for technical and behavioural skills.
• You analyse logs and dispatch complex issues to L3 engineers in Belgium
• You perform correct handovers to your colleagues in the 24*7 rotation system to guarantee service continuity.

Required skills & knowledge

• >8 years of experience for senior profile
• Experience with advanced troubleshooting and customer support in secured networking environments within a large ICT organization.
• Working knowledge of ITIL processes.
• Relevant experience and solid expertise in
• Networking and routing protocols (RIP, OSPF, SD-WAN)
• Cisco Catalyst Center
• Cisco LAN switches (Access + Core)
• Cisco Wireless controllers
• Cisco Access Points
• Cisco ASA
• Cisco ISE
• General Experience & expertise in
• Fortigate Firewall
• Fortianalyzer
• Fortimanager
• Min. CCNP or equivalent certification required. (additional certifications carry additional weight on a candidates qualification for the role.)
• You have experience in using Service Management tooling.
• You take ownership of your tickets, and have a high sense of responsibility
• You are committed to quality. You have excellent communication skills both internally with your colleagues in India and Belgium, as externally with the customer.

Regards,

Infosys BPM Recruitment team