Sr Process Lead

3 days ago

Pune, India Wipro Full time

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Responsibilities :

Handle migration/Test and turn-up tasks and installations in general to configure and delivery SDWAN site devices accordingly;
Handle changes on SSR (Simple Service Request), delivering configuration on Cisco Viptela
Support 2nd line incidents related to SDWAN Products always cooperating with other levels of support in a in a high level
Build configuration for DyNS SDWAN Products eq.: Cisco Viptela according to SDWAN standards;
Providing in-depth technical support to customers through monitoring, localization and remote repair;
Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet our SLAs;
Provide process improvement input wherever possible;
Provide Technical engineering support capability for a number of multinational customers;
May do proactive jeopardy management;
Providing higher level support internally and Hypercare as well
Organizing technical trainings or knowledge sharing;
Participate in regular meetings with Senior Technical Support Engineers (3rd line), Consultants, Specialists, vendors and/or other 3rd parties e.g. Customers and Suppliers
Perform quality checks on customer equipment to ensure all configurations meet required compliance standards as well as both customer and company security policies;
When visible recommend flexible and scalable solutions to support new business objectives;
Be part of the pre and post-deployment network implementation and understand if what is being deployed is exactly the same as the customer wants or expected to see in place;
Monitor and test DyNS products installed on customer network (Nokia Nuage, Cisco Viptela or Meraki) performance and provide network performance statistics and trends reports when needed;
Work in conjunction with Design teams in order to ensure the stable operation of DyNS SDWAN products to be deployed;
Conduct research on network services, protocols, and standards in support of SDWAN.
Help to identify internal team needs by helping L2 engineers solving problems and performing guidance solve issues or making it quickly solved;

Skills :

Expert Level Knowledge in Routing and Switching
Experience working over SDWAN Products : Cisco Viptela or Meraki or Velo Cloud or SDWAN Fortinet or Palo Alto Prisma SDWAN
CCNP (or similar level of knowledge in networking)
Knowledge on SDWAN Products;
Understanding on LAN/WAN/WLAN/BGP/MPLS/OSPF/EIGRP/xVPN
Good troubleshooting Skills

Mandatory Skills: Order Management(Comms).

Experience: 3-5 Years.

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