Network Data

 Role and Responsibilities
Network architectural design and documentation Communicate with customers, engineers and other technical support teams to prevent potential network incident and risks. Predicting and planning network refresh cycles to maintain performance and reliability. Tracking industry trends, best practices and new technologies and incorporating theses into the network as appropriate. Planning, oversight, and participation in implementing new technologies to support business requirements and enhance productivity.
 
1. Manage the overall desk activities, including the supervisors.
2. Act as a further escalation point for the supervisor(s).
3. Take on a wider customer service role.
4. Report to senior managers on any issue that could significantly impact the business.
5. Take overall responsibility for incident management and request fulfillment on the Service Desk.
6. Dealing with incoming faults in a professional, courteous manner over the phone and via email.
7. Taking ownership of faults and managing them in a logical and methodical manner.
8. Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
9. Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
10. Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
11. Diagnosing and resolving problems to the customer's satisfaction.
12. Maintain and develop own knowledge and skills to assist with first time fault resolution.
Please list 5 mandatory "MUST HAVE” skills and experience for this requirement. Please include skills related to technical as well as domain and non-technical skills and experience as applicable to the position.
 

1. Identify and escalate repeat issues or service risks into service management teams.
2. Expert knowledge in troubleshooting Routing, switching devices.
3. Familiarity with Cisco 1000, 2900,3900 and 4000 series, Wireless controllers, Nexxus Switches, F5 load balancer, ACI, Cisco Client, WAN Optimizer – Riverbed & Silver Peak
4. Expertise in LAN and WAN technologies to provide advanced troubleshooting and escalation support
5. Familiarity with tools like Cisco Umbrella, Solarwinds, Access points.
6. Expert in configuring QOS, rate-limits, configuration of network topologies, Setup and maintenance of filter and access lists on routers.
7. Network Performance/Tuning and Capacity Management

1. Nexus network devices knowledge
2. Experience with IT Service Management Tools (preferably Service Now)
3. Knowledge of ITIL Processes
4. ITIL V3 Foundation (beneficial) or comparable knowledge
5. Daily BAU L2/L3 Calls Support for Network issues.
6. Able to analyze and resolve enterprise level N/w issues and able to coordinate with peer teams.
7. Exposure in handling global clients, preferably in Enterprise Level Data Centers with production environments.
8. Flexible to work in on call model and for planned activities out of business hours.
9. Excellent communication skills.
10. Concept understanding of Azure networking will be an advantage