Shift Lead Enterprise Network Operations

5 months ago

Mumbai, India NTT DATA Full time

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

1.1.2PRE-REQUISITES

•Hands-on troubleshooting experience in Enterprise LAN/WLAN/WAN environment
•Person with prior experience of supporting global managed network services customers
•Excellent communication skills
•Strong technical subject matter expertise and hands-on on Cisco, Aruba, Meraki, Juniper Platform Network solutions
•Preferred to have beginner and intermediate level certification on Cisco/ /HP/Aruba/Juniper. Added advantage to have certification in switching or wireless.
•Good to have ITIL certification.
•Knowledge of Infoblox, Azure will be added advantage

What you'll be doing

1.1.Shift Lead

1.1.1JOB DESCRIPTION

Job Title

Shift Lead

Department

Engineering and Operations

Location

Mumbai

Reporting

Manager

Job Type

Full Time

Shift

Rotational Shift

1.1.2PRE-REQUISITES

Hands-on troubleshooting experience in Enterprise LAN/WLAN/WAN environmentPerson with prior experience of supporting global managed network services customersExcellent communication skillsStrong technical subject matter expertise and hands-on on Cisco, Aruba, Meraki, Juniper Platform Network solutionsPreferred to have beginner and intermediate level certification on Cisco/ /HP/Aruba/Juniper. Added advantage to have certification in switching or wireless.Good to have ITIL certification.Knowledge of Infoblox, Azure will be added advantage

1.1.3RESPONSIBILITIES

Shift lead who have a passion and understanding for providing outstanding customer service. This person will lead the shift of experts who are responsible for handling network/security support, problem management, managing network performance and proactively identifying issues before they become customer affecting.Manage on-going incident queue and ensuring all quality parameters are updated.Responsible for shift management and ensuring that high priority issues gets worked on high priorityResponsible for joining and managing Sev-1 incident calls24*7 Remote Management and Monitoring of Enterprise Networks of Large Global clients that have a distributed LAN, WLAN and WAN setupDrive ticket resolution – work with team and resolve on trouble tickets, handle ticket escalationCreation of Standard Operating Procedure documentsPlanning and execution of Change Management processesPerformance tuning of Network devices and creation of Service Improvement PlansWork with Telecommunication Service Providers to resolve escalated circuit problems to resolutionPlanning and Perform upgrade of firmwareWork with Hardware/Software Vendors to resolve problemsTrain and Mentor teamInterface with customer on calls and lead technical meetingsCreate Root Cause analysis (RCA) reports as neededProvide technical inputs for weekly/monthly customer service review reports

1.1.4TRAINING AND CERTIFICATION

Beginner and intermediate level certification on Cisco (CCNA or higher)/ /Aruba (ACSA or higher)/Juniper (JCNIA or higher). Added advantage to have certification in switching or wireless.ITIL

1.1.5EXPERIENCE

Minimum 8+ years of progressive, relevant experience and proven capability to work in a complex network operations environment.Minimum 2+ years relevant experience of shift and team handling.

1.1.6EDUCATION

Bachelor in Engineering - Computers/Electronics/Communication or related fieldGraduate/Post Graduate in Science/Maths/IT or related streams with relevant technology experience

1.1.7OTHER SKILLS

Excellent communication skills - written as well as verbalPassion to work on core technology platformITIL process awareness

Workplace type:

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

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