Associate SME

2 weeks ago

Bengaluru, India Microland Full time
Required Skills
Technology | ZScalar Proxy Design SME - Level 4 Support
Technology | Bluecoat Proxy Expert - Level 3 Support
Technology | Prisma Proxy Design SME - Level 4 Support
Technology | F5 NLB Expert - Level 3 Support
Technology | Riverbed WanOpt Expert - Level 3 Support
Education Qualification :
Engineer - B.E / B.Tech / MCA
Certification Mandatory / Desirable :
Technology | Expert Level Certification - F5 Certified Solutions Expert / CCIE Security / CCIE Wireless / ZTCA / ACCX / CCIE Service Provider
Delivery Skills:
1. Troubleshooting and Management: Maximizes network performance by monitoring, troubleshooting network problems and outages, scheduling upgrades. Monitor network usage, anticipate problems and suggest solutions. Participate in Major incident bridge to represent Network tower for P1 incidents and work on resolution.
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 on 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.

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