Job Description:

Job specifics/responsibilities:

Incident initiation, categorization, prioritization, and initial troubleshooting

• Open/receive an Incident record (when this is not automatic) to enter and track all necessary information, also providing a complete history of events and activities accompanying the Incident life cycle.
• Categorizing and prioritizing the Incident in order to work on it quickly and efficiently.
• Define an action plan for initial diagnosis with the aim to resolve the incident and restore normal service as soon as possible, fitting in the contractually agreed Service Level targets.
• Efficiently use the technical scripts, diagnostic tools and a known error database
• Liaise with 3rd party providers for assistance in identifying the root cause of the incident
• If the customer has specific processes for communication, follow them as defined.
• Regularly update the incident record as per DXC standards or customer specific requirements.
• Incident update should always include valid technical actions performed toward incident resolution and status.
• If the duration of the incident reaches 80% of the stated SLA, reprioritize and if required escalate the issue to the next level of support or to the management.
• If the duration of the incident has breached the stated SLA Network Operations Manager needs to be notified.
• If the incident is a major Priority 1 affecting the Key Production Environment (KPE), Critical Incident Manager / Shift Manager / Network Operations Manager and higher levels of support need to be notified.

 Resolution and Recovery

• As potential resolutions to the issue are found, implement the solution and test that the resolution has fixed the problem. If you find a new fix to the issue that has not been documented, update the known error database.
• Upon closing the incident verify that the categorization and closure code of the incident is correct.
• If there are multiple incident reoccurring and or the incident is deemed to have a deeper issue that requires root cause analysis or escalation to the problem manager, initiate a Problem Record.

Definition and improvement of process quality

• Compliance with processes and best practices outlined by the Team Technology Lead and Management.
• Provision of technical consultation to the Shift Manager, Team Lead or Supervisor during escalations.
• Good awareness of the customers’ business and in-depth knowledge of the customer’s environment and support processes
• Complying with the ITSM & SLA standards by observing the Incident Management lifecycle processes.
• Proactiveness towards issues or situations which impact service availability/interruption and critical response time, and take necessary mitigation steps escalating to management’s attention, where needed.

Technical Skill Levels & Training requirements

• Follow training plans, requirements and schedules as outlined by the Technical Team Lead and the Network Operations Manager.
• Complete and keep up to date with all Mandatory trainings. (Environmental Health and Safety, ITSM, Security Fundaments, Code of Conduct etc.)
• Wherever there are new version and releases for the supported products take action to understand the changes in the support process.

Technical Responsibilities

• Perform basic troubleshooting and implementation of solutions in conjunction with vendor and third-party support of the respective platform/technology
• Escalate to Senior Network Engineers on a timely manner if needed.
• Consult with Senior Network Engineers about documentation and configuration changes as required
• Escalate all issues related to the Configuration Management Database (CMDB) Configuration Items (CI’s) in conjunction with environment changes to Management/Technical Owners

Key deliverables/accountabilities:

• Perform support activities according to SLAs and defined timelines.
• Perform daily tasks with the highest quality possible and in accordance to the predefined timelines.
• Strictly follow of the internal ITSM/ITIL processes and procedures.

Working relationships:

Internal:

• Other Internal Support Teams
• DXC Service Desk
• DXC 3rd party service providers
• Shift Managers
• Network Delivery Leads
• Technical Owners
• Account Support Team members
• Team Managers
• Team Technology Leads
• Higher levels of network support

External:

• Customer Service Desk
• Vendor Support
• Client support personnel
• Client 3rd party service providers

Education (degree) and professional experience required:

• High school diploma preferably in Telecommunications, Computer Science, Computer Engineering
• At least 1 year of experience within IT Operations, infrastructure services support (Systems NT, UX, Backups, DB’s or Network management), operations monitoring and end user support.
   

Other requirements:

• Fluent in written and verbal English (at least B2 level)

Personal skills and qualities:

• Strong interpersonal skills.
• Good communication skills and Customer centric focus - ability to communicate clearly and in a timely manner with all customers, partners and users, internal and external, via phone or email.
• Understand cultural differences and cooperate with collages, clients and partners in international environment
• Good analytical and troubleshooting skills
• Team player. Ability to collaborate and cooperate with members of team and members of other teams
• Proactive learning of new related to the profession technologies.
• Able to think out of the box and find solution in situations where no such is predefined.
• Keen interest in continual learning and professional development
• Time management skills and ability to prioritize assigned tasks, incidents and requests in a dynamic environment
• Highly adaptable with ability to work in dynamic international and multicultural environment

Technical skills:

Understaffing of the following technologies required:

• LAN equipment (Aruba, CISCO)
• WAN equipment (Aruba, CISCO)
• Networking Topologies  (FastEthernet, GIGEthernet, etc.)
• OSI Reference Model
• TCP/IP stack
• IPv4 Address Types
• Variable Length Subnet Masks (VLSMs) and subletting
• Network Address Translation (NAT) and Port Address Translation (PAT)
• Access Control Lists (ACLs)
• VLANs and Trunks
• Routing Between VLANs
• Cisco Discovery Protocol (CDP) and LLDP
• Spanning-Tree (STP).
• WAN Connection Types
• PAGP/LACP Port Channels 
• GRE tunnels
• Layer 3 Redundancy with HSRP and VRRP
• Static Routing
• Dynamic Routing
• OSPF protocol
• EIGRP protocol

Basic knowledge of following protocols or technologies :

• DWDM
• BGP protocol
• IRF protocol
• IPv6
• Nexus OS
• F5 Load Balancers
• Wireless LAN – Cisco or Aruba
• Wan Accelerators
• Knowledge of Network Node Manager and HP OVO monitoring.

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