Shift Lead Enterprise Network Operations

3 days ago

Mumbai, Maharashtra, India NTT Full time

Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.

Your career here is about believing in yourself and seizing new opportunities and challenges. It's about expanding your skills and expertise in your current role and preparing yourself for future advancements. That's why we encourage you to take every opportunity to further your career within our great global team.

Grow Your Career with NTT DATA

1.1.2 PRE-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

What you'll be doing

1.1.Shift Lead1.1.1JOB DESCRIPTION

Job Title

Shift Lead

Department

Engineering and Operations

Location

Mumbai

Reporting

Manager

Job Type

Full Time

Shift

Rotational Shift

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
1.1.3RESPONSIBILITIES
  • 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 priority
  • Responsible for joining and managing Sev-1 incident calls
  • 24*7 Remote Management and Monitoring of Enterprise Networks of Large Global clients that have a distributed LAN, WLAN and WAN setup
  • Drive ticket resolution – work with team and resolve on trouble tickets, handle ticket escalation
  • Creation of Standard Operating Procedure documents
  • Planning and execution of Change Management processes
  • Performance tuning of Network devices and creation of Service Improvement Plans
  • Work with Telecommunication Service Providers to resolve escalated circuit problems to resolution
  • Planning and Perform upgrade of firmware
  • Work with Hardware/Software Vendors to resolve problems
  • Train and Mentor team
  • Interface with customer on calls and lead technical meetings
  • Create Root Cause analysis (RCA) reports as needed
  • Provide 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 field
  • Graduate/Post Graduate in Science/Maths/IT or related streams with relevant technology experience
1.1.7OTHER SKILLS
  • Excellent communication skills - written as well as verbal
  • Passion to work on core technology platform
  • ITIL process awareness

Workplace type:

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today

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