Job Description

Overview

Purpose

This is an exciting opportunity to become an integral part of Global Network Competency center in DEL. The role is a Team Lead role and responsibilities include specialization in building and deploying the service configuration including operational fault management for LAN / WAN & security solutions, in this role, the individual will be engaging with program employees, stakeholders, and executives to ensure appropriate and up-to-date network & security technologies, Airport infrastructure and patch management. The role also includes Level 3 technical support, troubleshooting, configurations, documentation, network optimization and management of the LAN/WAN/ Security infrastructure,

You will be responsible for providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum


What You Will Do

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  Managing the day-to-day activities of the team
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  Strong Working Experience in Network troubleshooting including LAN, WAN & Security domains
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  Developing and implementing a timeline to achieve targets.
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  Day-to-day operations management and providing direct supervision to Technicians
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  Delegating tasks to team members.
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  Conducting training of team members to maximize their potential.
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  Responsible for responding to technical support calls from SITA customers.
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  Helping Team in Troubleshoot & resolve highly complex customer network & security issues
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  Experience in troubleshooting Cisco routers, switches & firewalls (ASA, Palo Alto)
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  Handling CISCO L3 and L2 Devices
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  Strong working knowledge of Datacenter switching e.g., Cisco Nexus, ACI.
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  Strong working knowledge of following routing protocols: BGP, OSPF; and optional for EIGRP, RIP.
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  Experience in using WAN circuits, e.g., Metro Ethernet, MPLS. VPLS, IPLC etc.
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  Strong working knowledge of IP, IPsec, and VPNs.
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  Responsible for delivering complex Maintenance and Monitoring activities for different customers.
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  Provide L3 Incident Management support through the IC role in case of the main crisis.
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  Ensure service continuity by reducing the impact of a disaster or major failure through operational validation of the designed
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  Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations
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  Monitor performance and ensure system availability and reliability
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  Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
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  Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
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  Managing and maintaining the operational integrity of the company\'s security and data networks and will be required to respond to incidents and alerts and provide occasional out-of-hours technical support.
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  Leverage knowledge articles to investigate and resolve second-line support calls assigned
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  Provide remote support to SITA clients.
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  Identify the root cause of incidents and problems. Prepare RCA for business-critical incidents and downtime
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  Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
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  Schedule updates for customer services.
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  Perform troubleshooting and incident management for high-priority issues and ensure that they are resolved within the timeframes set by service level agreements.
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  Handle customers\xe2\x80\x99 technical enquiries as well as service-related enquiries.
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  Provide insights and recommendations regarding customers\xe2\x80\x99 networks and their optimization.
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  Support knowledge sharing and training, both internally and with customer teams.

Qualifications

Who You Are

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  At least 10+ years of experience in the Information Technology / Telecom Industry.
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  Strong customer focus, able to respond quickly and effectively to customers\xe2\x80\x99 requests, and able to adapt to a fast-changing customer landscape and challenges.
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  Must have the experience to work in a 24*7 support environment.
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  Hands-on experience with monitoring, Network diagnostic and analytics tools
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  Experience working with virtual and remote team members and stakeholders
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  Excellent analytical and problem-solving abilities.
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  Excellent data presentation and reporting skills.
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  Working Experience on enterprise customers projects: Network & Security Solutions
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  Must have a strong understanding of Firewalls Architecture with hands-on experience.
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  Must have strong experience with Complex Routing & Switching Environments
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  Must possess strong experience with Virtualization Technologies
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  Good problem-solving skills
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  Good at organizing and multitasking
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  Able to explain technical problems in simple terms
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  Strong troubleshooting and problem-solving skills
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  Strong Customer Support and interpersonal skills are required
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  Ability to work independently is critical
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  Prior experience in managing the team is a plus
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  Experience in implementing network patches
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  Degree or equivalent experience in Engineering, Computer Technologies, or Business
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  Change management/ Project Management knowledge (ITIL knowledge is a plus)
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  Strong communication & Analytical skills
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  Quality and process-oriented
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  Excellent verbal and written communication skills at all levels.
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  Results-oriented, high energy, self-motivated.

One or more additional certifications are required :

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  CCNA, CCNP
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  JNCIA
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  PCNSA/E
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  Cisco 300-415 ENSDWI
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  CCDP, ITILV4

Tech Stack:

MPLS IPVPN, SDWAN VERSA, Viptela/Cisco, Network Boost, Riverbed, Z-Scalar, Voice - IP Telephony & security, routing protocols such as OSPF, EIGRP, BGP, RIPV2, MPLS, MPLS VPN, VoIP, ISDN DDR, Dial Solutions (PPP/L2F), Switching, DSL, IPSEC, GRE, Tunneling, Underlay & Overlay protocols. Cat2900 series, Cat3550/3650 series, Cat3750, Cat4500, Cat6500 series, Nexus switches, Wireless LAN, Palo alto, NEXUS, ACI