Sr Engineer - Technical Support Center

Broad outline of the Role

• The role is responsible for managing customer queries and operations. This is an operational role that may seek appropriate level of guidance and advice to ensure delivery of quality outcomes.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

• Responsible for monitoring the daily proactive/reactive incident.
• Responsible for the fault isolation & Resolution.
• Timely resolution of daily reported incident.
• Coordination with filed support/RBS team to address underlay issues of different ISP links.
• Timely escalation to internal/external teams to ensure early restoration.
• Working in 24*7 shift environment
• Sharing daily incident tracker.
• Ensure efficient and effective technical customer service as per SLAs.
• Proactive Monitoring of network alarms/ Alerts.
• Maximising network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.
• Co-ordination with NOC team for raising technical case.

Size and Scope of Role - Total team size

• Supporting for scheduled Activities on network element.
• Reporting network status to key stake holders.
• Timely handoff (escalation) of cases.
• Working on Trouble Tickets, maintaining KPI and SLA of network (Preferred).
• On time escalations need to be followed, after following proper escalation hierarchy/matrix, for current ongoing network issues.
• Should have hands on experience in basic Internet, MS Office: MS Excel, Word, Access, Ppt. (In Excel knowledge of : like If, Pivot, Sum, Removing Duplicates etc. )
• Knowledge in basics of Transmission, Multiplexers, Demultiplexers, Optical fiber, Patch Cords, BB fiber network, RF, BTS, BSC, MSC, HUB, POP location, Access Part, Dark fiber, Fiber pairs, OTDR preferred.
• Should be able to handle phone calls coming from field operations & customer team, should be able to call to field operations and customer team
• Should be able to have good co-ordination with Cross functional teams, within organization (Internally and Externally).
• Should have good Networking knowledge (Router, Switches, Routing protocols, STP, BGP, OSPF, LAG, Switch links, Aggregator Etc.)

Minimum qualification & experience

• Education – Graduate Engineer with 2 yr (B2-1) 3yr (B2-2) + experience.

                        (Electronics, Electronics & Telecom, Computers)

  Certifications – CCNA/JNCIA for B2-1 and CCNP/SDWAN or Equivalent for B2-2 (VNX100/300 will be preferred)

Other knowledge/skills

•  

• Proactive Monitoring of network alarms/ Alerts.
• Maximising network performance through ongoing monitoring and ensuring the closure of Ticket in CRM/SNOW.
• Interface with field teams for Alarm resolution.
• Co-ordination with NOC team for raising technical case.
• Supporting for scheduled Activities on network element.
• Reporting network status to key stake holders.
• Timely handoff (escalation) of cases.
• Ensure the resolution of each incident as per agreed SLA
• Sharing daily reports of incident and customer requested reports.

Key Responsibilities

• Good Analytical, Diagnostic and Problem-Solving skills, Customer Centricity, Dealing with ambiguity and pressure.
• Excellent written and verbal communication skills.
• Should be willing to accept challenges and highly dynamic in nature.
• Good aptitude to learn new technology.
• Should be a very good team player

Technical Competencies

• SDWAN
• Technology: LAN, MAN, WAN.
• OSI Layers, IP Addressing, IP-Subnetting, TCP/IP.
• Routing Protocols: Static, RIP, OSPF, BGP.
• Switching Concepts: STP, VLAN, VTP, CDP, LLDP.
• Other concepts/services: MPLS, VRF.
• Known about DHCP and DNS.
• NAT (Network Address Translation)

Knowledge / Skills