Senior Service Operation Specialist

ABOUT THE ROLE & TEAM:

This is an exciting opportunity to become an integral part of an experienced and smart OUR GNCC team. The role is a Sr. Specialist role, responsible for operational fault management for OUR-managed LAN / WAN & security solutions. An ideal candidate will be monitoring and managing the airport LAN/WAN, Network Security along with local and wide area networks for the OUR customer environment to ensure maximum uptime.

The role includes Level 2/3 technical support, troubleshooting, configurations, documentation, network optimization and management of the LAN/WAN/ Security infrastructure, The candidate will also maintain and upgrade existing systems as necessary. The ability to work in a complex networking environment is also preferred.

You will be apart of an excellent and innovative team , reporting to the Senior Manager Service operations.

What You Will Do

• Responsible for Network troubleshooting including LAN, WAN & Security domains
• Responsible for responding to technical support calls from OUR customers.
• Implementation, Deployment, L2/L3 Support for network devices, LAN, WAN, Firewall, Network troubleshooting/ configuration etc.
• Troubleshoot & resolve highly complex customer network & security issues
• Experience in troubleshooting Cisco routers, switches & firewalls (ASA, Palo Alto)
• Handling CISCO L3 and L2 Devices
• Strong working knowledge of Datacenter switching e.g., Cisco Nexus, ACI.
• Strong working knowledge of the following routing protocols: BGP, OSPF; and optional for EIGRP, RIP.
• Experience in using WAN circuits, e.g., Metro Ethernet, MPLS. VPLS etc.
• Strong working knowledge of IP, IPsec, and VPNs.
• Responsible for delivering complex Maintenance and Monitoring activities for different customers.
• Provide L3 Incident Management support through the IC role in case of the major crisis.
• Ensure service continuity by reducing the impact of a disaster or major failure through operational validation of the designed
• Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations
• Experience in network automation through scripting languages such as Python Ansible, Jason etc. is a plus.
• Monitor performance and ensure system availability and reliability
• Monitor system resource utilization, trending, and capacity planning
• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
• Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
• Managing and maintaining the operational integrity of the company's security and data networks and will be required to respond to incidents and alerts and provide occasional out-of-hours technical support.
• Leverage knowledge articles to investigate and resolve second-line support calls assigned
• Provide remote support to our clients.
• Identify the root cause of incidents and problems. Prepare RCA for business-critical incidents and downtime
• Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
• Schedule updates for customer services.
• Perform troubleshooting and incident management for high-priority issues and ensure that they are resolved within the timeframes set by service level agreements.
• Handle customers technical enquiries as well as service-related enquiries.
• Provide insights and recommendations regarding customers’ networks and their optimization.
• Support knowledge sharing and training, both internally and with customer teams.

Responsibilities/Qualifications/EXPERIENCE

• At least 5 years of experience in the Information Technology / Telecom Industry.
• Strong customer focus, able to respond quickly and effectively to customers’ requests, and able to adapt to a fast-changing customer landscape and challenges.
• Must have experience working in a 24*7 support environment.
• Hands-on experience with monitoring, Network diagnostic and analytics tools
• Experience working with virtual and remote team members and stakeholders
• Excellent analytical and problem-solving abilities.
• Excellent data presentation and reporting skills.
• Work Experience on enterprise customers projects: Network & Security Solutions
• Must have a strong understanding of Firewalls Architecture with hands-on experience.
• Must have strong experience with Complex Routing & Switching Environments
• Must possess strong experience with Virtualization Technologies
• Good problem-solving skills
• Good at organizing and multitasking
• Able to explain technical problems in simple terms
• Strong troubleshooting and problem-solving skills
• Experience in implementing network patches
• Degree or equivalent experience in Engineering, Computer Technologies, or Business
• Change management/ Project Management knowledge (ITIL knowledge is a plus)
• Proficiency in English is a must

One or more additional certifications are required:

• CCNA, CCNP
• JNCIA
• PCNSA/E
• Cisco 300-415 ENSDWI
• ITILV4 Financial Planning &
• Cash Flow Management
• Analysis (FP&A)
• Cost Accounting
• Problem-Solving
• SAP Implementation
• Leadership

Business Partnering