Education Qualification :
B.Sc
Skills :
Primary -> Technology | ZScalar Proxy Administrator - Level 2 Support | 2 - Knowledgeable
Primary -> Technology | Prisma Proxy Administrator - Level 2 Support | 2 - Knowledgeable
Secondary -> Technology | Bluecoat Proxy Administrator - Level 2 Support | 2 - Knowledgeable
Secondary -> Technology | F5 NLB Administrator - Level 2 Support | 2 - Knowledgeable
Certification :
Technology | Administrative Level Certification - F5 Certified Technical Specilist / CCNP Security / CCNP Wirless / RCPE Professional-Level Certification in WAN Optimization / ZIA Prof / ZPA Prof / ACCP / CCNP Service Provider
Delivery Skills:
1. Proactive monitoring and investigation of logs : Initiate network administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. Record the findings and analysis in to the ticket.
2. Restoration and Resolution : Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome.
3. Triage : Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians.
4. Process Compliance: Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly, as per the defined process.
- Prepare a detailed report on the plan of action for the existing tickets for the next shift and engineer (Shift Handover Report).
- Follow through and execute the various Escalation Matrix (Vendor, Internal and Customer defined).
- Ensure tickets are closed post user/customer communication.
- Maintain inventory of Network equipment and links.
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.
