Sr Manager

1 month ago

gurugram, India Tata Communications Full time

Broad outline of the Role

Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Cloud and security domain with the objective of providing timely resolution to technical issues faced by customer and ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.

Purpose - Broad objective of the role

Size and Scope of Role - No. of direct reports

Size and Scope of Role - Total team size

Minimum qualification & experience

Graduate with 12 years of experience (B.TECH / M.TECH BE/ BS) Location : Delhi Ability to work in 24*7 environment Certifications: CCIE preferred, CCNP is must.

Key Skills

Provide Planning, Designing, Implementation, Operation and Optimization services to Customers around Cisco Network & Data Center products and related solutions. Establish good relationship with customer management and teams on Data Center Infrastructure areas and future technology.
Solves complex, multi-functional issues that cross many technologies in network, server, virtualization, security, applications, operations, content switching, caching and/or content delivery networks, and security
Applies good analytic process to help bring any issue to resolution
Provides technical support for customers during software and hardware upgrades and Proof of Concepts. Interacts across TAC (Technical Assistance Center) teams, Third party vendors, Cisco Sales and Professional Services, Development and Engineering teams

Other knowledge/skills

Must Have skills

• Knowledge & experience on routing protocols like BGP, OSPF, Static Routing, BFD etc
• Knowledge of ACI & should know terminology like Vxlan, Tenant, BD creation, EPG, Subnet, Contract, L3 out, L2 out.
• Switching technology, Vlan, Spanning-tree, VTP, ACL etc.
• Knowledge of Multicast routing, PIM, IGMP protocols, SPT etc.
• Experience & handson with Cisco, Huawei, Arista devices.
• Should experience & knowledge of Nexus family eg. VPC, VDC, MEC, Orphan port management.
• Excellent knowledge of TCP/IP, IPSec, PPP, HSRP, VRRP, redundancy protocol, IPSLA and SNMP protocols.

Skillset 1

• Cisco Data Center products (Nexus 9000, Nexus 3000, Nexus 7000/5000, Cisco ACI) – Mandatory
a. Cisco ASR 9K (IOS XR)
b. Cisco ASR 1K (IOS/IOS XE)
• VXLAN, ACI - Mandatory

Skillset 2

• Hands on Experience on Planning and Designing - Data Centre Products,NCS 540 and ASR 9K
• Experience on Legacy to ACI Migration
• Knowledge on various DC Architecture (DC-DR, Active-Active DC etc.)
• Understanding of ACI Multipod, Multisite, PBR will be an advantage. Strong Knowledge in IP MPLS

Key Responsibilities

Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues. Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution. Plan support needs for the customer; ensure timely execution of service acceptance function and compliance with turnaround time (SAT) Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window. Monitor spikes in escalation of tickets. Devise mechanism to track all escalations and identify root cause of the escalations. Identify improvement areas in terms of process, people, resources to avoid escalating situations and implement solutions. Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends. Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis. The role will lead a large team.

Technical Competencies

Knowledge / Skills

Communication Skills

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