Team Lead Technical Solutions Expert
5 days ago
about the role
Supervised the team(s) to ensure compliance with performance management targets and customer satisfaction while managing a multi-services large customer environment.
Matrix management for co-located roles. To manage diverse roles like Level3 Experts, Senior Level 3 expert Participate in monthly service/business reviews with customers along with the service management team. Lead transversal/operational projects and initiatives at the functional level etc. Deputize sub-functional heads in their absence. Development of team to ensure skill levels match current and future operational and customer requirements. Review of all necessary reporting to ensure operational, SLA, and customer support targets are met. Daily review of primary KPI reporting, specifically review of MTTR, Status & Escalation. Efficiently and promptly, plans and standardizes ways to minimize the impact of change and incidents on business operations. ¿ Responsible for implementing all IP configuration changes on the Customer network and incidents if agreed. Manage customer network integration and provide expertise to implement hybrid and customized networks for the company. To deliver outstanding customer experience via on-time, right-first-time implementation of customer RFCs. Maintain a high quality of output and ensure completion of tasks to a target of zero errors. Participate in Low-Level Design calls with Technical Design Consultants and propose changes for Network Design Implementation and Integration. Knowledge of WAN, MLAN, WLAN, SDx, Optimization and Scripting (Automation). Knowledge of new Technologies – ISE, PRIME, DNA-C. Participate in Technical escalation management. Lead/drive Technical SPOC for L1-L2 teams, Escalation point of contact for the internal level 1 and 2 support team. Perform Quarterly/Half-yearly technical audit for the designated customer network. Manage level 3 incidents and lead technical discussions with customers and internal stakeholders. Deliver customer-specific or new technology training to the team/cross-functional teams. Documentation of change performed in a customer network. Perform weekly/monthly security audits. Build final config and perform SAT/CAT for customers. Level-3 entity for chronic incidents and major escalations. Participate in monthly customer meetings the CSM coordinates as an extended team. ¿ Support 24*7 and support office hours change requests / Planned Works from internal & external customers. Compliance with the Orange process and Support in Databases and tool updating during BAU and migration Projects. Managing & communicating change based on creative/innovative thinking driven by changing customer/business requirements. Ability to work under pressure, dealing with multiple tasks. Applies significant knowledge of industry trends and developments, and best practices, and implements effective continual improvement solutions. Creates and executes development plans and revises as appropriate to meet changing needs and requirements. Project manages bulk & complex migrations using standard processes and procedures – CMRM. Measure Change Management efficiency – quality and throughput and ensure the team’s performance meets or exceeds the set KPIs. Monitor the roll-out and compliance of the defined processes, and procedures and audit the adherence to standards.
about you
Educational Qualifications
Engineering Degree/Equivalent in Telecommunications field, preferred.Relevant Experience
Min. 8-12 years’ experience in the core enterprise network and MPLS VPN. CCNA, CCNP, CCIE, JNCIA, SD-WAN, Riverbed, Cisco Wireless LAN
additional information
Area of expertise:
Cisco & Juniper routing & switching, Nexus, Wireless LAN Data Center Technology: ACI, DNA-C (SDA) SD-WAN – Cisco Viptela, Cisco Meraki, Fortinet, Versa, Prisma Core experience implementing networks (MLAN, WLAN, Riverbed, MPLS VPN, QOS, Routing Protocols, SDWAN). Basic knowledge of Ansible/Python Scripting and Linux will be preferred. Good knowledge of industry standards and compliance requirements.
contract
Regular
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