Network Technology Manager
3 weeks ago
At Microland, we are seeking an experienced Associate Director to lead our network technology management team. The successful candidate will be responsible for planning and executing new technology rollouts, managing SOPs, and implementing technical methodology improvements.
Key Responsibilities:- Responsible for overall network technology management for the business.
- Plan and execute new technology rollouts, scope expansion, and readiness of team from technology standpoint.
- Manage SOPs, Knowledge documents, and KB articles.
- Implement technical methodology improvements from past failures and learnings.
- Identify network issues based on troubleshooting and decide on actions required to resolve the issue.
- Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps.
- Implement resolution steps, execute, validate, and update ticket with steps taken and outcome.
- Escalate tickets to L3 Network SME and support troubleshooting process.
- Coordinate with 3rd party network vendor technicians.
- Gather information from vendor, customer, analysis from troubleshooting/investigation, and update tickets regularly.
- Prepare detailed report on plan of action for existing tickets for next shift engineer.
- Followthrough and execute Escalation Matrix (Vendor, Internal, and Customer defined).
- Ensure tickets are closed post user/customer communication.
- Maintain inventory of Network equipments and links.
- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process.
- Engineer - B.E / B.Tech / MCA.
- Expert Level Certification - F5 Certified Solutions Expert / CCIE Security / CCIE Wireless / ZTCA / ACCX / CCIE Service Provider.
- Technology Management: Responsible for overall network technology management for the business.
- Restoration and Resolution: Identify network issue based on troubleshooting and decide on actions required to resolve the issue.
- Triage: Escalate tickets to L3 Network SME and support troubleshooting process.
- Process Compliance: Gather information from vendor, customer, analysis from troubleshooting/investigation, and update tickets regularly.
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