Shift Lead Enterprise Network Operations
1 week ago
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world's most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want to be a part of our team?1.1.2PRE-REQUISITES- Hands-on troubleshooting experience in Enterprise LAN/WLAN/WAN environment
- Person with prior experience of supporting global managed network services customers
- Excellent communication skills
- Strong technical subject matter expertise and hands-on on Cisco, Aruba, Meraki, Juniper Platform Network solutions
- Preferred to have beginner and intermediate level certification on Cisco/ /HP/Aruba/Juniper. Added advantage to have certification in switching or wireless.
- Good to have
ITIL certification. - Knowledge of Infoblox, Azure will be added advantage
1.1.Shift Lead
1.1.1JOB DESCRIPTION
Job TitleShift LeadDepartmentEngineering and OperationsLocationMumbaiReportingManagerJob TypeFull TimeShiftRotational Shift
1.1.2PRE-REQUISITES
Hands-on troubleshooting experience in Enterprise LAN/WLAN/WAN environmentPerson with prior experience of supporting global managed network services customersExcellent communication skillsStrong technical subject matter expertise and hands-on on Cisco, Aruba, Meraki, Juniper Platform Network solutionsPreferred to have beginner and intermediate level certification on Cisco/ /HP/Aruba/Juniper.
Good to have
ITIL certification.
Knowledge of Infoblox, Azure will be added advantage
1.1.3RESPONSIBILITIES
Shift lead who have a passion and understanding for providing outstanding customer service.
This person will lead the shift of experts who are responsible for handling network/security support, problem management, managing network performance and proactively identifying issues before they become customer affecting.
Manage on-going incident queue and ensuring all quality parameters are updated.Responsible for shift management and ensuring that high priority issues gets worked on high priorityResponsible for joining and managing Sev-1 incident calls24*7 Remote Management and Monitoring of Enterprise Networks of Large Global clients that have a distributed LAN, WLAN and WAN setupDrive ticket resolution – work with team and resolve on trouble tickets, handle ticket escalationCreation of Standard Operating Procedure documentsPlanning and execution of Change Management processesPerformance tuning of Network devices and creation of Service Improvement PlansWork with Telecommunication Service Providers to resolve escalated circuit problems to resolutionPlanning and Perform upgrade of firmwareWork with Hardware/Software Vendors to resolve problemsTrain and Mentor teamInterface with customer on calls and lead technical meetingsCreate Root Cause analysis (RCA) reports as neededProvide technical inputs for weekly/monthly customer service review reports
1.1.4TRAINING AND CERTIFICATION
Beginner and intermediate level certification on Cisco (CCNA or higher)/ /Aruba (ACSA or higher)/Juniper (JCNIA or higher). Added advantage to have certification in switching or wireless.
ITIL
1.1.5EXPERIENCE
Minimum 8+ years of progressive, relevant experience and proven capability to work in a complex network operations environment.
Minimum 2+ years relevant experience of shift and team handling.
1.1.6EDUCATION
Bachelor in Engineering - Computers/Electronics/Communication or related fieldGraduate/Post Graduate in Science/Maths/IT or related streams with relevant technology experience
1.1.7OTHER SKILLS
Excellent communication skills - written as well as verbalPassion to work on core technology platform
ITIL process awarenessWhat will make you a good fit for the role?Why Join NTT Global NetworksNTT Global Networks, a business division of NTT Ltd., is a leader in software-defined managed network services for global enterprises focused on providing end-to-end connectivity and unmatched customer support.
We are a partner of choice for enterprises that require an optimized and purpose-built network solution that empowers their digital transformation efforts, achieving true business outcomes.
We offer the full lifecycle of design, delivery, and ongoing management, with an extensive services suite including:- Managed SD-WAN helps enterprises optimize their global networks in terms of performance and cost.
- Managed SD-LAN helps enterprises remove the burden of day-to-day management and allows the IT team to focus on the business.
- Managed Secured Gateway and Cloud-based Network Services helps enterprises secure their Internet and Web traffic without investing in technology or infrastructure.
A career at NTT means:
Being part of a
global pioneer –
where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
cutting-edge technology –
backed with a 150-year heritage of using technology for good.
With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.
Making a difference –
by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
your best self –
in a progressive 'Connected Working' environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
Having ongoing opportunities to
own and develop your career –
with a personal and professional development plan and access to the broadest learning offerings in the industry.
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