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About This Opportunity
This Role is responsible for Alarm analysis, Operation-maintenance, trouble-shooting & Change Request Implementation on IP nodes (like Routers, switches ,firewalls, load balancers and security gateways etc). Also responsible for Trouble Ticket analysis and resolution of trouble tickets raised by Customer / L2 Teams. Fault management on all routers and switches equipment and follow up with support in case of raised cases.
What you will do
- Actively Supervising of ITSM Ticket queues to maintain MTTR.
- Analytical skills like logical thinking, Problem solving & handling assignments are mandatory.
- Identify root cause of P2/P3/P4 Incidents and recommend appropriate resolution action and other events that Customer identify as requiring Root Cause Analysis (RCA).
- First point of contact for support of any alarm/event/KPI related issues.
- Close Collaboration with Field Team for all field activities (Hardware failures, Node unreachable etc.).
- Ensure timely restoration of Services maintain MTTR for good customer experience & high Service availability to maintain Service Level Agreement (SLA).
- Proactive involvement to detect possible failures to ensure incident restoration/avoidance whenever engagement by Incident Manager or MS Automated Service Function.
- Node health checks and backups & trouble-shoot the deviation identified.
- Sharing details for MIR & CSR to respective teams.
- End to End Network Understanding.
You will bring
- Good knowledge in IP Networking Protocols like OSPF, ISIS, BGP, MPLS, LDP, L2VPN, L3VPN, BFD, Segment Routing.
- Understanding of Switching VLAN, STP, RSTP, MSTP, VRRP, HSRP.
- Telecom knowledge (2G, 3G, 4G, 5G Service Flow & Interfaces).
- Product/Vendor knowledge on CISCO (mandatory) & Ericsson.
- Good Communication & trouble-shooting skills.
- 5-10 years of relevant in IP Domain
