Support Engineer III

Aditi Consulting; Bengaluru; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A global consulting firm is seeking a passionate Call Leader in Bengaluru, India to manage major incidents and drive innovative solutions. The ideal candidate will have at least 5 years in Global Incident Management and technical experience with IP routing and networking. Responsibilities include stakeholder communications and resolving globally impacting barriers. A detail-oriented individual with excellent analytical skills and the ability to thrive in a fast-paced environment is required. Competitive compensation offered.

Qualifications

• 5 years in Global Incident Management.
• Experience in a network-focused technical role.
• Good exposure towards ticketing tools.

Responsibilities

• Manage major incidents affecting customers.
• Communicate with stakeholders effectively.
• Drive innovative solutions within the team.

Skills

Global Incident Management

Problem Management

Technical networking

Analytical skills

Team player

Tools

Ticketing tools

Networking technologies

Linux administration

Microsoft administration

Cisco network configuration

Job description

Overview

We are looking for a passionate, hard-working, and talented Call Leader who wants to remove risk to the customer, resolve globally impacting barriers, and drive innovation within the team. As a member of OCC, you will be part of a world-class team in a fast-paced environment that has the entrepreneurial feel of a start-up. This is an opportunity to contribute and build a support and process model which will impact Company at a global level. You\'ll be surrounded by people who are wickedly smart and believe that world-class service is critical to customer happiness.

Responsibilities

• Major Incident Management
• Stake Holder Communications
• Builder Mindset

Requirements

• 5 years in Global Incident Management
• 2 years of Problem Management experience
• Experience in a network-focused hands-on technical role working with IP routing protocols/technologies and platforms in large-scale data center and/or WAN network environments
• Experience supporting Field IT and Operation Partners in resolving and communicating high-severity problem impacts, defining root cause, and driving tasks to remove future risk
• Experience communicating cross-functionally and across all management levels
• Experience with project management
• Good exposure towards ticketing tools and integration
• Technical experience in one or more IT-related fields including networking, Linux administration, Microsoft administration, and/or Cisco network configuration and management
• Some experience in one or more of the following: Working in a Linux/Unix environment. Possess scripting skills or have the desire to learn them; specifically, Python, Perl, or Shell
• Detail-oriented, excellent analytical skills, and a strong team player who works well with an immediate and extended team and consistently puts the team above oneself

Required Skills

• Ability to work in and keep up with a fast-moving environment via effective prioritization and time management
• Experience working in virtualized enterprise networking environments

Preferred Skills

• 5 years in Global Incident Management
• 5 years of Problem Management experience
• Experience in a network-focused hands-on technical role working with IP routing protocols/technologies and platforms in large-scale data center and/or WAN network environments
• High degree of ownership in all matters within IT infrastructure and root cause analysis
• Experience in high-severity triage, escalations, and issue management
• Experience in ticketing tools and its functions
• Thorough understanding of TCP/IP networking, IP routing, Server Load Balancing, Network Security architecture and core technologies such as IP, TCP, OSPF/IS-IS, BGP, MPLS, Server Load Balancers, Firewalls, ACLs, DNS, DHCP, IPAM, LDAP, NFS, etc.
• Experience with one or more of the following: router, server load balancer, and firewall vendor platforms: Cisco or Juniper
• Experience in one or more of the following: Working in a Linux/Unix environment. Possess scripting skills or have the desire to learn them; specifically, Python, Perl, or Shell
• Demonstrated problem-solving ability
• Superior technical aptitude
• Proven ability to manage complex tasks
• Strong analytical skills