Manager - R &S Sr.NCE (ASR 9K) L3

Broad outline of the Role

• Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in IP MPLS domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

• Graduate with 5  to 7 years of experience (B.TECH / M.TECH BE/ BS)
• Certifications : ·  CCNP R&S/SP must, CCIE Preferred.
• Willingness for 24*7

Key Skills 

•    Experience on product lines like ASR9K.  Should have HW architecture understanding of ASR9K. 
•    Must have architectural understanding of latest generation of ASR9K line cards such as Light Speed Plus, RP3 and RSP5
•    Must have extensive hands-on experience on XR cli
•    Working knowledge and experience BGP, ISIS, IP/MPLS, QoS, IPv6, is a must

Other knowledge/skills

Skill Set 1

•    Experience on product lines like ASR9K.  Should have HW architecture understanding of ASR9K. 
•    Must have architectural understanding of latest generation of ASR9K line cards such as Light Speed Plus, RP3 and RSP5
•    Must have extensive hands-on experience on XR cli
•    Essential Skills on Service provide network Integration/Implementation, escalation handling, BU & TAC Collaboration 

Skill Set 2

•    Should have working experience in SP environment 
•    Working knowledge and experience BGP, ISIS, IP/MPLS, QoS, IPv6, is a must
•    Should know ASR9K OS and SMU upgrade process, migration etc

Skill Set 3

•    Extensive experience in configuration and troubleshooting and/or Network Solution designing  
•    Should be able to handle technical queries from senior team members of customer 
•    Typical Deliverables includes but not limited to - config translations & features; Optional Lab testing / validation services for service/feature interop.

Key Responsibilities

• Technical administration or troubleshooting to ensure the efficient functionality of the solution.
• Incident Validation, Incident Analysis, Solution recommendation
• Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
• Act as a point of escalation for Level-1 customer service analysts
• Coordinate with IT teams on escalations, tracking, performance issues, and outages.
• Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation.
• Provide recommendations in tuning and optimization of systems, processes, procedures, and policies.
• Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate.
• Publish weekly reports and monthly reports on customer service operations activity.

Technical Competencies

Knowledge / Skills