Sr Associate Work Center Tech Supt

xc3x98 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 xc3x98 Technical support and troubleshoot network platform issues including alarm and KPI monitoring proactive and reactive xc3x98 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 xc3x98 Proactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators KPIs xc3x98 Conduct root cause analysis on network faultxc3x98 To effectively manage ISPs and equipment vendorsxc3x98 To articulate well with customer s technical and management staff on network issues ex Fault reporting Status updating and Handling escalation xc3x98 Acting as single point of contact SPOC to AT T customer for problem reportingxc3x98 Taking care of incoming calls from AT T customers ISPs and counterparts of other AT T Centersxc3x98 Performing problem isolation and resolution including verifying AT T services working with ISPs for circuit related issue and carrying out internal external escalationxc3x98 Scheduling testing tasks with ISPs customer site personnel and other AT T support centers xc3x98 Facilitating direct communication among customer AT T and suppliers by establishing conference meeting updating AT T problem ticketing systems and other operation related toolsxc3x98 Requesting and Interfacing with AT T Tiered supports and Service Management to address customer issues Required Skills etc xc3x98 Diploma in Information Technology Computer Engineering Telecommunications or Equivalent Minimum 4 maximum 6 years related experience in telecommunications industry and General knowledge in WAN xc3x98 CCNA Certified required and preferred CCNA Routing and Switching certifications xc3x98 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 xc3x98 Able to attend shift work as per the roster developed by supervisor CCNA certification is highly desirable CCNP is Preferred other certification are optional xc3x98 Extensive hands-on experience in managing WAN networks and Cisco routers switches Strong technical knowledge in WAN LAN networking xc3x98 Troubleshooting WiFi issues Cisco Meraki Arubaxc3x98 Good technical knowledge of telecommunication products and servicesxc3x98 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 xc3x98 Independent self-driven and highly customer focused xc3x98 Good Interpersonal skill and able to work well in big team xc3x98 Excellent command of spoken and written English xc3x98 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 etcxc3x98 Strong understanding of IP networks Routing protocols Redundancy protocols is required BGP EGIRP OSPF xc3x98 Strong understanding of reduce protocols like HSRP VRRP and GLBPxc3x98 Strong understanding of Internet and Internet routing troubleshootingAdditional Preferred Qualifications xc3x98 Bachelor of Information Technology Computer Engineering Telecommunications or Equivalentxc3x98 Technical Certifications Preferred CCNP -Routing and SwitchingWeekly Hours 40Time Type RegularLocation Bangalore Karnataka IndiaIt 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