Job Description:

Job description

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

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