Tower Lead L3

Section III - Job Requirements and Responsibilities

Section

Details / Example Content

Job Requirements*

1. Leading Networks Team of 30 resources from offshore and also working as secondary lead for 30 onsite resources.
2. Must-Have · Excellent Communication skill. · Independently drive P2/P1 Technical calls from networks end. · Excellent knowledge in Routing, Switching and Wireless environment. · Excellent knowledge of switches/ routers/firewalls/Wireless Controllers and other hardware/modules. · Should have good knowledge of Cisco firewalls and/or Checkpoint & Palo Alto Firewalls. · Candidate should be CCNP, CCIE and/or have equivalent certification for other vendors like Checkpoint, Juniper/Palo Alto etc.. · Liaise directly with the customer to understand requirements and provide solution with help of team. · Liaise with solution and infrastructure architects to agree on the LAN/WAN/Wifi network solution. · Create good relationship with offshore team and in turn enable good relation between onsite and offshore network resources.

Key Responsibilities*

• Independently drive Technical calls for P2 or P1 from networks end and ensure issue
• resolved sooner with visible efforts invested.
• 2 Create/Arrange design (LAN/ WAN) for new requirement from customer for new small/ big projects.
• 3 Regular direct connect with customer to understand their pain and fix them.
• 4 Enable service improvements and Automation in Networks domain with help of available tools and team.
• 5 Provide quality documents to Process team, SDMs and other team whenever requested with no delay or concerns.
• 6 Attending daily, weekly or monthly meeting scheduled with teams, customer and TCS leads for updates and actions.
• 7 Work closely with other stream leads for assistance and support from networks end or vice-versa.
• 8 Regular connect with Networks resources to address their queries/concerns, work as a transparent lead and maintain positive energy to team.
• 9 Keep self up to date with ongoing technology changes within customer environment.
• 10 Ensure all related process documents are up to date and they are shared to process team whenever requested with no delay.
• 11 Perform regular audit of Incident, Change, Problem Tickets through ITSM tool.
• 12 Ensuring all Networks SLA and KPIs are met on daily/monthly basis.
• 13 Prepare and share daily/weekly/monthly reports to Customer, SDMs or process teams where required.
• 14 Perform regular Reviews/Audits of Networks Drawings/Process Documents and enable improvements where required.
• 15 Should be inclined towards Automation through AI/ML, and work on target based solution reduce overall incidents, changes & manual efforts.
• 16 Monitor, Track and Manage day to day activity of a team of 30 offshore resources and act as second lead for 30 onsite resources.