Expert Service Operations

2 weeks ago

Delhi, Delhi, India SITA Full time

Overview:

Purpose:

This is an exciting opportunity to become an integral part of Global Network Competency center in DEL.

The role is a Team Lead role and responsibilities include specialization in building and deploying the service configuration including operational fault management for LAN / WAN & security solutions, in this role, the individual will be engaging with program employees, stakeholders, and executives to ensure appropriate and up-to-date network & security technologies, Airport infrastructure and patch management.

The role also includes Level 3 technical support, troubleshooting, configurations, documentation, network optimization and management of the LAN/WAN/ Security infrastructure,You will be responsible for providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum
What You Will Do

  • Managing the daytoday activities of the team
  • Strong Working Experience in Network troubleshooting including LAN, WAN & Security domains
  • Developing and implementing a timeline to achieve targets.
  • Daytoday operations management and providing direct supervision to Technicians
  • Delegating tasks to team members.
  • Conducting training of team members to maximize their potential.
  • Responsible for responding to technical support calls from SITA customers.
  • Helping Team in Troubleshoot & resolve highly complex customer network & security issues
  • Experience in troubleshooting Cisco routers, switches & firewalls (ASA, Palo Alto)
  • Handling CISCO L3 and L2 Devices
  • Strong working knowledge of Datacenter switching e.g., Cisco Nexus, ACI.
  • Strong working knowledge of following routing protocols: BGP, OSPF; and optional for EIGRP, RIP.
  • Experience in using WAN circuits, e.g., Metro Ethernet, MPLS. VPLS, IPLC etc.
  • Strong working knowledge of IP, IPsec, and VPNs.
  • Responsible for delivering complex Maintenance and Monitoring activities for different customers.
  • Provide L3 Incident Management support through the IC role in case of the main crisis.
  • Ensure service continuity by reducing the impact of a disaster or major failure through operational validation of the designed
  • Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations
  • Monitor performance and ensure system availability and reliability
  • Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
  • Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
  • Managing and maintaining the operational integrity of the company's security and data networks and will be required to respond to incidents and alerts and provide occasional outofhours technical support.
  • Leverage knowledge articles to investigate and resolve secondline support calls assigned
  • Provide remote support to SITA clients.
  • Identify the root cause of incidents and problems. Prepare RCA for businesscritical incidents and downtime
  • Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
  • Schedule updates for customer services.
  • Perform troubleshooting and incident management for highpriority issues and ensure that they are resolved within the timeframes set by service level agreements.
  • Handle customers' technical enquiries as well as servicerelated enquiries.
  • Provide insights and recommendations regarding customers' networks and their optimization.
  • Support knowledge sharing and training, both internally and with customer teams.

Qualifications:

Who You

Are

  • At least 10+ years of experience in the Information Technology / Telecom Industry.
  • Strong customer focus, able to respond quickly and effectively to customers' requests, and able to adapt to a fastchanging customer landscape and challenges.
  • Must have the experience to work in a 24*7 support environment.
  • Handson experience with monitoring, Network diagnostic and analytics tools
  • Experience working with virtual and remote team members and stakeholders
  • Excellent analytical and problemsolving abilities.
  • Excellent data presentation and reporting skills.
  • Working Experience on enterprise customers projects: Network & Security Solutions
  • Must have a strong understanding of Firewalls Architecture with handson experience.
  • Must have strong experience with Complex Routing & Switching Environments
  • Must possess strong experience with Virtualization Technologies
  • Good problemsolving skills
  • Good at organizing and multitasking
  • Able to explain technical problems in simple terms
  • Strong troubleshooting and problemsolving skills
  • Strong Customer Support and interpersonal skills are required
  • Ability to work independently is critical
  • Prior experience in managing the team is a plus
  • Experience in implementing network patches
  • Deg

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