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Network Engineer

5 months ago

New Delhi, India ScaleneWorks Full time

Experience level 6-7 years in relevant technology
Must Have Responsible for handling Incident Management
• Experience in Datacenter LAN Management
• Candidate should have a deep understanding of Wireless technology and its protocols.
• Minimum of 2-3 years’ experience in L1 network Support. Proven ability in learning and upgrading new technologies/technical skills.
• Must be able to demonstrate excellent troubleshooting and problem solving skills. Good communication skills
• Good understanding (of L1/L2 Level) of Switching & routing protocols, and products like: HP/Nexus Switches DWDM and IPAM.
• Analyze/solve application -related problems - Use advanced network troubleshooting techniques required to analyze and solve application-related problems within large geographically dispersed networks as needed.
• Analyze/solve layer 1/2/3 problems - Perform troubleshooting techniques to analyze/solve problems - Perform fundamental network troubleshooting techniques required to analyze and solve Layer 1, Layer 2, and Layer 3 problems within large geographically dispersed networks.
• Analyze/solve protocol routing problems - Use advanced network troubleshooting techniques required to analyze and solve protocol routing problems within large geographically dispersed.
• ITIL V3 Foundation Certification is desired.
. Participate in Change management
• Participate and provide inputs on Change management processes.
Quality Assurance
• Ensure ITSM compliance for all incidents and service calls
• Ensure SLA compliance for all incidents and service calls
• Ensure usage of documents from the KB for proper resolution of incidents and service calls
• Ensure adherence to Incident management standardization codes
• Active participation in audits and facilitating the same
Communication and Notification
• Adherence to the documented notification, elevation and escalation process
• Communication to the customer both while responding to a case and also after resolution of the case
• Handle vendor coordination and further coordinate with them on technical grounds
• Coordination and communication with other incident management groups
Reviews
Participate in regular reviews with the Delivery Leads
Participate in team meetings
Participate in Service Delivery reviews

Reporting
• Provide clear and unambiguous communication forums and channels across all shifts and staff to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and in the framework expected.
• Update daily reports and checklists as defined
• Contribute towards preparation of Service Delivery Reviews
Documentation
• Ensure complete documentation of all activities undertaken with respect to the ticket in the case log of the service/Incident management tool
• Help in preparing process and ITIL documents needed for the delivery
Incident Life Cycle Coordination
• Keep track and update status of pending incidents and service requests and ensure closure of them ASAP
• Work closely with the L2/L3 Team on repetitive tickets from a problem management perspective
• Ensure response & resolution of most of the incidents and service requests
• Ensure response & resolution or recovery of service ASAP after implementation of solution / workaround for cases.
• Provide inputs to Deep Technical support or the Level -2 team for problem management and resolution of major or elevated incidents
• Provide required updates to stakeholders involved in case of critical incidents like outages
• 24/7 operational environment
• Prepare Incident reports for all the business critical incidents and unscheduled server downtime
• Monitor the Queue for Network events/alarms and raise necessary tickets.
Quality Assurance
• Ensure ITSM compliance for all incidents and service calls
• Ensure SLA compliance for all incidents and service calls
• Ensure usage of documents from the KB for proper resolution of incidents and service calls
• Ensure adherence to Incident management standardization codes
Communication and Notification
• Adherence to the documented notification and escalation process
• Communication to the customer both while responding to a case and also after resolution of the case
• Handle vendor coordination
• Coordination and communication with other incident management groups