Networking - L2 Multivendor Sme - 5-7yrs

Dear Connections,

**Job Description**:

- Own an escalation, demonstrate leadership and be the designated point of contact for the Technical

Escalation Process.
- The position involves taking a leadership role with customer teams and internal teams to resolve problems.
- The job also involves leading communication between technical teams, customers and internal organization

to fulfill customer needs and accomplish customer satisfaction.
- Strong and solid concepts on Networking, Security and Load-balancing.
- Share Datacenter ‘Best Practice’ among other Technology peers & Teams in the GMS community and be

required to actively look for and identify pro-active / issue prevention opportunities where these presents

themselves.
- Supporting and troubleshooting complex networking issues in complex and widely distributed environment.
- Manage technical action planning across multiple customer / partner resources while leading development of

Commvault technical action plan.
- Communicate Technical action plan, drive internal HPE Technical Teams / Customer / Partner

communications.
- Capable of working constructively in a highly pressurized environment. Willing to work after office hours to

manage critical customer escalations when necessary 24x7 availability as required for ‘Out of Hours’ (OOH)

coverage. Demonstrates the ability to work with and be sensitive to other cultures.
- Skilled in utilizing methodologies for problem management and resolution of escalated issues.
- Provides highly innovative management of complex escalations.
- Create opportunities to increase the competence of the work group in a proactive and consistent way.

Identifies and communicates possible process changes that will remedy inefficiencies as appropriate.
- Lead / drive virtual technical teams within HPE / Partner to isolate the cause of issue.
- Work with the different support Vendors, customer account team, HPE / Partner onshore and offshore

teams, as well as other stakeholders like Managed Services Manager, Consultants, Customer Business

Manager, Escalation manager etc.
- Negotiate to bring correct resources together to focus on an issue.
- Plan and implement best practices.
- Create and update documentation whenever any changes are made in the network.

Knowledge & Skills:
Provide support in the areas of Network and Network security products like Cisco, Comware, Aruba, Checkpoint,

Palo Alto, Fortinet, F5 etc.

Operate, Administer and Govern customer setup.

Provide leadership in technical problem management and the resolution of all issues, working closely with end

customers and HP remote and field support staff.

Develop action plans to investigate and resolve complex issues/problems and clearly communicate these to

engineers, customers and/or relevant managers.

Participate in after-hours remote support rosters.

Identify and contribute to projects to improve product support, customer satisfaction and team efficiency.

Technical writing skills will be required to publish Issue resolution documents (KM & KT)

Required to communicate effectively with Technical and Non-Technical stakeholders and should have the ability to

drive the conversation/discussion

Must be able to interact with colleagues from different countries and background (own team, members of SC and

Product Divisions)

Participate/Drive ITIL based change management, Problem management, incident management.

**Experience**:
5+ years of demonstrated experience in Network troubleshooting including service and support on networking

products such as routers, switches, firewalls etc.

Ability to isolate and solve complex technical/business problems with the ability to interact with people

(customer and internal HPE) at all levels, across a geographic region.

Demonstrate strong written and verbal communication skills.

Certifications:

- ITIL Foundation certification preferred.
- Knowledge of Remote Support and Remote monitoring processes and concepts
- Knowledge on Service Now

Interpersonal Skills:

- Self-Starter - Takes independent action to identify and solve problems. Seeks out relevant information needed

to make decisions. Gets involved with new initiatives.
- Exceptional Customer service skills, mindset & attitude.
- Be professional in all modes of interaction with our internal & external customers.
- Success/Achievement Orientation - Delivers quality results consistently. Targets, achieves (or exceeds)

measurable results. Sets challenging goals, focuses on critical priorities, and is accountable.
- Problem Solving - Recognizes problems and responds with a systematic assessment that identifies and

addresses cause of issue. Practical, realistic, and resourceful.
- Innovative - Builds and improves key business processes that enhance the effectiveness of HPE. Generates

new ideas, challenges the status quo, and solves problems creatively.
- Be capable of making well founded decisions in high pressure situations & exe