Responsible for handling Incident Management

• Experience in Datacenter LAN Management

• Candidate should have a deep understanding of Wireless technology and its protocols.

• Minimum of 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 Level) 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

Network Engineer-R&S, Meraki, Wireless

Start with your email