Sr Manager - Customer Service Operations

DDI SME

Roles & Responsibilities:

Serves as primary support lead of DDI operations by managing customer devices and end-to-end services. Responsible for maintaining the committed customer SLAs & network uptime.

Provide Level-3 technical support for all migration activities and queries form L2 engineers.

Need to take end to end ownership DDI related issues/queries and provide resolutions.

Manage the performance of the overall DDI network and its elements and fixes issues. Performs migration activities. Recommends systems improvements to overall network to maintenance impacts. Performs preventative and routine maintenance activities. Maintains network performance by performing network analysis, and performance tuning troubleshooting network problems escalating problems to vendor.

Work with vendors and internal support teams to update, maintain, and patch all network infrastructure.

Create and maintain design documents

Implement DDI deployments and upgrades/migrations

Test all new releases within the account and ensure that all EWOs and Test Cases are complete

Define and maintain infrastructure configurations

Work with account teams and/or clients to determine how to apply new DDI service offerings to meet business needs and requirements

Ensure data integrity of production, backup, and DRA Enterprise database Review and perform basic trending analyses under this area of responsibility.

Responsible for any incidents and all root cause and corrective action for the account

Peer review architecture and engineering documents

Provide 24-hour on-call support for TCP/IP, DNS, and DHCP issue escalations.

Key Competencies & Skills:

• Strong fundamental and in depth hands on experience with DNS and Enterprise alliances like Infoblox and Bind
• Providing basic & advanced DNS administrative services utilizing the InfobloxGUI etc. Very good working knowledge on IP segmenting of subnets. IPV4/IPV6 structure.
• Good understanding of Infoblox, Grid Master, Grid Members deployment and maintenance
• Overseeing resource records in domains covering a records, CNAMES, and alias of DNS names and URLs.
• Enacting object policies and profiles.
• Managing servers, networks, subnets, and objects DNS/DHCP pushes as well as Stop/Clean/Start.
• Use of basic Cisco network engineer skills for accessing switches and routers.
• Network trouble shooting tasks and incident management stemming from project implementations.
• Managing NTP servers Chronos.
• Working with other IT staff and vendor representatives on projects, installations, moves, changes, troubleshooting, documentation and servicing.
• Understand customer requirement & design a solution & then implement the same.
• Good knowledge of all LAN switching technologies eg Spanning Tree, VLAN management and VTP concepts etc.
• Working knowledge of firewalls.

• Experience on configuring of Infoblox appliances for DNS and DHCP services
• Good to have relevant LAN/WAN certifications

Special Condition:

Candidate should be open to work in flexible shifts.