Administrator - L3

**Network Operations Center Engineer**

**What You'll Do**

Our team is looking for a Network Operations Center Engineer who will help us maintain our reputation as a trusted partner. Responsibilities include:

- ** Work Schedule**: Be willing to work in rotating shifts, including nights, weekends, and holidays, to provide 24/7 monitoring support.
- ** Incident Management**: Execute the Incident Management Process, monitor strategy, and identify process improvements to ensure network quality.
- ** Root Cause Analysis**: Assess, draft, and deliver Root Cause Analysis reports promptly to internal and external customers.
- ** Continuous Improvement**: Contribute continuously to improving and achieving customer and global IoT Business Unit success.

**Who You'll Work With**

You’ll partner internally with your NOC counterparts and cross-functional peers in Customer Support and Engineering for network troubleshooting associated with Cisco’s IoT Network. You will also provide direct support to Service Providers to ensure service quality and provide feedback to our Executive Leadership Team.

**Who You Are**

You love to tackle complex problems using analytical thought to exercise discernment and identify innovative solutions. You enjoy collaborating in a team environment and use your interpersonal skills to advocate for improvement.

**Basic Requirements**
- ** Network Operations**: Proven experience in network operations, monitoring, and troubleshooting.
- ** Communication Skills**: Effective verbal and written communication skills to document incidents and communicate with cross-functional teams.
- ** Incident Management**: Advanced knowledge of Incident Management and the roles of an Incident Commander.
- ** Problem-Solving**: Strong analytical and problem-solving skills to identify basic network issues.

**Preferred Requirements**
- ** Education/Experience**: BS in Computer Science or 5+ years of experience.
- ** Database Knowledge**: Previous experience with SQL-like databases.
- ** Technical Skills**: Working knowledge of SMS, mobile packet data, SS7 signaling, network switching and routing, load balancers, firewalls, and Kubernetes cluster management.

**͏**:
**Do**
- ** Ensure timely response of all the tickets raised by the client end user**:

- Service requests solutioning by maintaining quality parameters
- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
- Provide an acceptance and immediate resolution to the high priority tickets/ service
- Installing and configuring software/ hardware requirements based on service requests
- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer
- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
- Coordinate with on-site team for complex problem resolution and ensure timely client servicing
- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

**͏**:
**Deliver**
- No
- Performance Parameter
- Measure
- 1.
- 100% adherence to SLA/ timelines
Multiple cases of red time
Zero customer escalation

**͏**:
**͏**:
Mandatory Skills: 5G Networks NOC Management.

Experience: 3-5 Years.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.