Sr Associate Work Center Tech Supt

To proactively manage and monitor network performance on customers network round the clock 7x24 to meet customers Service Level expectations Predominantly around 80 Shifts are in US Business hours and late US business hours Technical support and troubleshoot network platform issues including alarm and KPI monitoring proactive and reactive Investigation diagnose network issues triage and communicate event status and coordinate root cause analysis mitigate remediate complex technology fault conditions that span multiple production platforms and environments Proactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators KPIs Conduct root cause analysis on network fault To effectively manage ISP s and equipment vendors To articulate well with customer s technical and management staff on network issues ex Fault reporting Status updating and Handling escalation Acting as single point of contact SPOC to AT T customer for problem reporting Taking care of incoming calls from AT T customers ISPs and counterparts of other AT T Centers Performing problem isolation and resolution including verifying AT T services working with ISPs for circuit related issue and carrying out internal external escalation Scheduling testing tasks with ISPs customer site personnel and other AT T support centers Facilitating direct communication among customer AT T and suppliers by establishing conference meeting updating AT T problem ticketing systems and other operation related tools Requesting and Interfacing with AT T Tiered supports and Service Management to address customer issues Required Skills etc Diploma in Information Technology Computer Engineering Telecommunications or Equivalent Minimum 4 maximum 6 years related experience in telecommunications industry and General knowledge in WAN CCNA Certified required and preferred CCNA Routing and Switching certifications No less than 4-6 years of working experience preferably on customer services interfacing with clients The daily operation is mainly on phone and computer systems Able to attend shift work as per the roster developed by supervisor CCNA certification is highly desirable CCNP is Preferred other certification are optional Extensive hands-on experience in managing WAN networks and Cisco routers switches Strong technical knowledge in WAN LAN networking Troubleshooting WiFi issues Cisco Meraki Aruba Good technical knowledge of telecommunication products and services Good understanding of network transport protocols technologies such as TCP IP SNMP METRO-E GIG-E SINGLE MULTI MODE FIBER CABLE TERMIINATION MANAGEMENT E1 DS3 etc Independent self-driven and highly customer focused Good Interpersonal skill and able to work well in big team Excellent command of spoken and written English Excellent knowledge of WAN LAN IT infrastructure and hosting to manage the IT operations Good knowledge on various Router Switches Load Balancers Firewalls Wireless technology Access Points WAN Circuits SD WAN Call manager gateway etc Strong understanding of IP networks Routing protocols Redundancy protocols is required BGP EGIRP OSPF Strong understanding of reduce protocols like HSRP VRRP and GLBP Strong understanding of Internet and Internet routing troubleshooting Additional Preferred Qualifications Bachelor of Information Technology Computer Engineering Telecommunications or Equivalent Technical Certifications Preferred CCNP -Routing and Switching Weekly Hours 40 Time Type Regular Location Bangalore Karnataka India It is the policy of AT T to provide equal employment opportunity EEO to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local law In addition AT T will provide reasonable accommodations for qualified individuals with disabilities AT T is a fair chance employer and does not initiate a background check until an offer is made