Digital Network

2 months ago


Bengaluru Karnataka, India Microland Full time

**Required Skills**:
Technology | ZScalar Proxy Administrator - Level 2 Support
Technology | Prisma Proxy Administrator - Level 2 Support

Delivery Skills:
1. Proactive monitoring and investigation of logs: Initiate network administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue. Record the findings and analysis into the ticket.
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 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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