Network & Svcs Operation Specialist

 About The Role  

Skill required: Network Operations - Problem Management

Designation: Network Svcs Operation Specialist

Qualifications:Any Graduation

Years of Experience:7 to 11 years


What would you do To assist in the Assurance of technical services, solutions and support to the networks, infrastructure, applications, products and services supplied and operated by clientManage problems caused by information technology infrastructure errors to minimize their adverse impact on business and to prevent their recurrence by seeking the root cause of those incidents and initiating actions to improve or correct the situation.
What are we looking for Excellent problems solving of moderate complexity and good knowledge on the OSI 7 Layers.Maintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security etc.Experience of first line maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry devices. Good Hands On Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP and layer 3 protocols such as TCP/IP, BGP, OSPF. Good understanding of incident and jeopardy management to work with relevant teams during Major outages for restoration and provide updates to customers appropriately and regularly.Exposure Trained on Cisco CCNA Routing Switching/Security, Juniper, ITIL Foundation as minimum standard as minimum. CISSP, CCNP is a plus.At least 2-4 yearsexperience working in Technical Support or network operations centre environmentCustomer communication experiencePeople management experience, Lead a team of at least 10 team members administratively, performance management etcBasic Understanding of Network operations (WAN, LAN) Common Internet Protocols Technologies; OSI Layers, HTTP, HTTPS, FTP, Telnet, SSH and NNTP - ADSL, IPVPN, Ethernet, SDH, IPL, VoIP, CUCDM, Internet, Cloud, Security, Contact Centre Solutions, SDWAN, Microsoft etcAdditional Must have skill requiredIP Transformation servicesAdditional Good To Have Skill RequiredService NowSoft skills requiredwritten verbal comm.


Roles and Responsibilities: Day to day handling of customer Emails and phone calls for fault reporting and inquiriesContribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by clientUnder the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements Work within a defined set of relevant product / network procedures, standards and practicesDeliver outcomes by implementing a course of action identified from a general range of solutions1st call Assist in providing technical support in the investigation and rectification of complex incidents1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIPManage the in-coming calls and create SNI tickets within committed Response times and SLA .Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalatedDaily updates reasons for ageing tickets and difficulties handling complex ticketsPlease note that this role may require you to work in rotational shifts

 Qualification Any Graduation