About this opportunity
This Role is responsible for Alarm analysis, Operation-maintenance, trouble-shooting & Change Request Implementation on IP nodes (like Routers ,switches ,firewalls, load balancers and security gateways etc). Also responsible for Trouble Ticket analysis and resolution of trouble tickets raised by Customer / L2 Teams. Fault management on all routers and switches equipment and follow up with support in case of raised cases.
What you will do
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Actively Supervising of ITSM Ticket queues to maintain MTTR.
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Analytical skills like logical thinking, Problem solving & handling assignments are mandatory.
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Identify root cause of P0/P1/P2/P3/P4 Incidents and recommend appropriate resolution action and other events that Customer identify as requiring Root Cause Analysis (RCA).
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First point of contact for support of any alarm/event/KPI related issues.
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Close Collaboration with Field Team for all field activities (Hardware failures, Node unreachable etc.).
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Ensure timely restoration of Services maintain MTTR for good customer experience & high Service availability to maintain Service Level Agreement (SLA).
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Proactive involvement to detect possible failures to ensure incident restoration/avoidance whenever engagement by Incident Manager or MS Automated Service Function.
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Node health checks and backups & trouble-shoot the deviation identified.
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Sharing details for MIR & CSR to respective teams.
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End to End Network Understanding.
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3PP/OEM handling, Problem management support, Data Analytics, Customer Governance Handling.
You will bring
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Good knowledge in IP Networking Protocols like OSPF, ISIS, BGP, BGP-LU, MPLS, Inter-AS, LDP, RSVP, TE, L2VPN, L3VPN, BFD, Segment Routing.
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Understanding of Switching VLAN, STP, RSTP, MSTP, VRRP, HSRP.
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IP Security protocols- IPSEC, GRE, VPN, CGNat.
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CISCO, Spine-leaf Architecture, Border-Leaf Architecture, VX-LAN.
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Telecom knowledge (2G, 3G, 4G, 5G Service Flow & Interfaces).
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Product/Vendor knowledge on CISCO (mandatory) & Ericsson is preferable.
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Good Communication & trouble-shooting skills.
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8-14 years of relevant in IP Domain
