Expert Service Operations

1 month ago

Delhi, India SITA Switzerland Sarl 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 day-to-day activities of the team
- Strong Working Experience in Network troubleshooting including LAN, WAN & Security domains
- Developing and implementing a timeline to achieve targets.
- Day-to-day 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 out-of-hours technical support.
- Leverage knowledge articles to investigate and resolve second-line support calls assigned
- Provide remote support to SITA clients.
- Identify the root cause of incidents and problems. Prepare RCA for business-critical 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 high-priority issues and ensure that they are resolved within the timeframes set by service level agreements.
- Handle customers’ technical enquiries as well as service-related 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 fast-changing customer landscape and challenges.
- Must have the experience to work in a 24*7 support environment.
- Hands-on experience with monitoring, Network diagnostic and analytics tools
- Experience working with virtual and remote team members and stakeholders
- Excellent analytical and problem-solving 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 hands-on experience.
- Must have strong experience with Complex Routing & Switching Environments
- Must possess strong experience with Virtualization Technologies
- Good problem-solving skills
- Good at organizing and multitasking
- Able to explain technical problems in simple terms
- Strong troubleshooting and problem-solving 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
- Degree

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