Senior Service Operation Specialist

Shervani Tech Hub

DLF City Phase 2

Hybrid

INR 900,000 - 1,500,000

Full time

11 days ago

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Benefits offered by this job

Flexible working hours

Job summary

Shervani Tech Hub in India is seeking a Sr. Network Specialist to manage operational fault management for LAN/WAN and security solutions. You will monitor and maintain airport LAN/WAN, network security and related infrastructure to ensure maximum uptime.

The role includes Level 2/3 technical support, configurations, documentation and network optimization across complex environments. Reporting to the Senior Manager Service Operations.

Qualifications

Minimum 5 years in the IT/Telecom industry.
Experience in 24x7 support environments.
Strong Firewalls architecture knowledge with hands-on experience.
Proficient English communication.

Responsibilities

Troubleshoot LAN, WAN and security domains to maintain uptime.
Respond to technical support calls from customers.
Provide L2/L3 deployment, troubleshooting and configuration for network devices.
Deliver RCA and incident management during major crises.
Support remote teams and knowledge sharing.

Skills

Network troubleshooting

L2/L3 support

Cisco devices troubleshooting

Firewall management

Datacenter switching

Routing protocols (BGP/OSPF)

VPN/IPSec

Incident management

Documentation

English communication

Education

Bachelor's degree in IT/Engineering

Tools

Cisco IOS

Nexus/ACI

Palo Alto Firewalls

ASA Firewalls

Python scripting

Ansible

Job description

ABOUT THE ROLE & TEAM:

This is an exciting opportunity to become an integral part of an experienced and smart OUR GNCC team. The role is a Sr. Specialist role, responsible for operational fault management for OUR-managed LAN / WAN & security solutions. An ideal candidate will be monitoring and managing the airport LAN/WAN, Network Security along with local and wide area networks for the OUR customer environment to ensure maximum uptime.

The role includes Level 2/3 technical support, troubleshooting, configurations, documentation, network optimization and management of the LAN/WAN/ Security infrastructure, The candidate will also maintain and upgrade existing systems as necessary. The ability to work in a complex networking environment is also preferred.

You will be apart of an excellent and innovative team , reporting to the Senior Manager Service operations.

What You Will Do

Responsible for Network troubleshooting including LAN, WAN & Security domains
Responsible for responding to technical support calls from OUR customers.
Implementation, Deployment, L2/L3 Support for network devices, LAN, WAN, Firewall, Network troubleshooting/ configuration etc.
Troubleshoot & resolve highly complex customer network & security issues
Experience in troubleshooting Cisco routers, switches & firewalls (ASA, Palo Alto)
Handling CISCO L3 and L2 Devices
Strong working knowledge of Datacenter switching e.g., Cisco Nexus, ACI.
Strong working knowledge of the following routing protocols: BGP, OSPF; and optional for EIGRP, RIP.
Experience in using WAN circuits, e.g., Metro Ethernet, MPLS. VPLS etc.
Strong working knowledge of IP, IPsec, and VPNs.
Responsible for delivering complex Maintenance and Monitoring activities for different customers.
Provide L3 Incident Management support through the IC role in case of the major crisis.
Ensure service continuity by reducing the impact of a disaster or major failure through operational validation of the designed
Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations
Experience in network automation through scripting languages such as Python Ansible, Jason etc. is a plus.
Monitor performance and ensure system availability and reliability
Monitor system resource utilization, trending, and capacity planning
Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
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.
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.
Leverage knowledge articles to investigate and resolve second-line support calls assigned
Provide remote support to our clients.
Identify the root cause of incidents and problems. Prepare RCA for business-critical incidents and downtime
Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
Schedule updates for customer services.
Perform troubleshooting and incident management for high-priority issues and ensure that they are resolved within the timeframes set by service level agreements.
Handle customers technical enquiries as well as service-related enquiries.
Provide insights and recommendations regarding customers’ networks and their optimization.
Support knowledge sharing and training, both internally and with customer teams.

Responsibilities/Qualifications/EXPERIENCE

At least 5 years of experience in the Information Technology / Telecom Industry.
Strong customer focus, able to respond quickly and effectively to customers’ requests, and able to adapt to a fast-changing customer landscape and challenges.
Must have experience working in a 24*7 support environment.
Hands-on experience with monitoring, Network diagnostic and analytics tools
Experience working with virtual and remote team members and stakeholders
Excellent analytical and problem-solving abilities.
Excellent data presentation and reporting skills.
Work Experience on enterprise customers projects: Network & Security Solutions
Must have a strong understanding of Firewalls Architecture with hands-on experience.
Must have strong experience with Complex Routing & Switching Environments
Must possess strong experience with Virtualization Technologies
Good problem-solving skills
Good at organizing and multitasking
Able to explain technical problems in simple terms
Strong troubleshooting and problem-solving skills\
Experience in implementing network patches
Degree or equivalent experience in Engineering, Computer Technologies, or Business
Change management/ Project Management knowledge (ITIL knowledge is a plus)
Proficiency in English is a must