Role and Responsibilities:

• Incidents/Alert handling : Provide Level 1 Technical Support for Network issues in Citi’s global technology infrastructure
• Change Implementation – Draft & Coordinate Changes to address the degraded Network device or configurational changes that is required for the respective environment
• Manning Hotline calls – Command Center Hotline calls will be received for network issue perspective which requires to get acknowledged and act accordingly
• Technical discussions with Network HW Vendors / Tele Carriers in order to resolve the existing ongoing issues
• Technical knowledge from Level-1 network perspective to have meaningful discussions with Network Level 2 teams  in order to assist upon the existing ongoing issues
• Troubleshooting issue based workflow document creations
• Represent Major Incident discussion and assist upon the various health checks on any network device

Qualifications:

• Min 3 years of hands-on experience in network operations from Level 1 triage support perspective
• Detailed understanding of OSI model
• Detailed Understanding of Network protocols.
• CCNA or Knowledge meeting CCNA level
• Assertive and effective communication
• Team contributor who has relative knowledge on how a Command Center works
• Experience in organized way of handling high volume of tickets
• Problem solving, methodical with analytical skills.
• Adaptable towards the changes in environment
• Good organizational and coordinating skills, able to set priorities.
• Good time management skills with high sense of urgency and dedication.
• Clear personal work ethic that inspires quality and enthusiasm.
• Resilient and highly responsive in overcoming adversity.

 

Experience & educational preferences:

• Bachelor’s/University degree or equivalent experience
• CCNA (Not Mandate)

Knowledge Proficiency On:-
• Network Architecture
• Purpose of every components and protocols in Network Architecture
• Commands used for status checks of networking
• ITIL Framework
• Incident & Change
• Documentation & Presentation skill
• Team person with Active Communication skill
• Governance audits & Compliance policy’s
• SLA’S , OLA’S, KPI’s
• Priority / Severity
• Major incidents

Hands-on & Knowledge experience with:
• Network Issues - Level 1 Triage & Support
• Network Analytical knowledge with enhanced triaging skill
• SNMP ,syslog, network alarming tools.
• Routing - OSPF,RIP,BGP,EIGRP
• Switching - VLAN,STP,RSTP,HSRP,FEX
• SOP’s involving client interfaces.
• Hardware issues troubleshoot and coordinate with 3rd party Vendors for replacements including critical environments
• Troubleshoot software or configuration related issues in coordination with Vendors

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Job Family Group:

Technology

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Job Family:

Infrastructure

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Time Type:

Full time

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