Service Assurance Engineer

Description :

Mandatory Skills : Network Data Admin .

Experience : 3 to 7 Years (Service Assurance Engineer - Post-Deployment Support) & 7 to 12 Yrs (Service Assurance Engineer).

Job Description :

Role : Service Assurance Engineer.

Industry : Network Operations/Service Assurance.

Skills & Expertise :

- Leading L3 NOC operations for Managed Router, Switches, Aps & WLCs devices along with routing & switching and WLAN domains.

- Managing and guiding L1 & L2 engineers for incident resolution and escalation.

- Hands-on experience in Routing & Switching (Cisco, Juniper & HPE), Wireless technologies (Cisco & Aruba) and F5 load balancer.

- Monitoring and troubleshooting across Cisco XE/XR & Junos MX series Router, Switches, Cisco & Aruba Access Points, Cisco 9800 series WLCs & Cisco DNAC, F5 Load balancers.

- SLA/KPI compliance and operational governance.

- Handling customer queries and escalations effectively and ensure timely response.

- Vendor ecosystem & RMA : Cisco, Juniper, HPE OEMs.

- Familiarity with IP MPLS (WAN & LAN), Wireless LAN and Data Centre operations.

Protocol Expertise :

- QoS, DHCP, NTP, SNMP, SSH, IPSec.

- Routing protocols : OSPF, EIGRP, BGP, STP, VTP.

- Inter-company routing and packet flow analysis.

B) Qualification & Certifications :

Education : Bachelors degree in Telecommunications/Computer Science/Engineering.

Certifications :

- ITIL Foundation.

- CCNA/CCNP or equivalent.

C) Must-Have Skills :

- Hands-on experience on Ticketing tools like Service Now & Unified Desktop.

- Strong understanding of IP MPLS network, Routing, Switching and Wireless technologies.

- Incident management, change management, vendor management and escalation handling.

- Ability to support and guide L1 & L2 engineers in resolving incidents.

- Ability to conduct shift handovers with clear communication of ongoing incidents.

- Operational discipline and adherence to SOPs.

- Excellent communication and leadership skills for team coordination and customer handling.

- Proficiency in reporting using Excel, PowerPoint & Power BI.

Do :

- Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup).

- Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution.

- Conduct technology capacity planning by reviewing the current and future requirements.

- Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable.

- Strategize & implement disaster recovery plans and create and implement backup and recovery plans.

- Manage the day-to-day operations of the tower.

- Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues.

- Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower.

- Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges.

- Develop shift roster for the team to ensure no disruption in the tower.

- Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc.

- Provide weekly status reports to the client leadership team, internal stakeholders on database activities w. progress, updates, status, and next steps.

- Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness.