Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA, quality norms and ensure positive customer satisfaction and contribute to EN business creation.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning, identification of EN business opportunities.
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

Network Engineers are designated to provide overall engineering oversight of the customer's managed network. The Network Engineer understands the customer's internetworking environment and is the customer's technical advisor for current and future technology deployment and adoption. The Network Engineer utilizes consistent and sound engineering principles and industry best practices allowing the customer to rely on them for technical expertise in the implementation and evolution of their architecture.

 

 

(Focus on Network Architecture, Cloud Networking, and Software Defined WAN technologies)

• Provide optimal and innovative solutions for global customers.
• Responsible for proactive client engagement at all client levels, technology lifecycle development, and planning.
• Design, implement and support solutions involving, but not limited to, WAN, LAN, WLAN, Data Analytics, Security, and Virtual (e.g.; Virtualization, SDN, NFV) technologies
• Analyze, evaluate, and communicate network capacity and performance with the objective of driving improvements to customer's network.
• Collaborate with internal and external stakeholders to ensure efficient and timely completion of projects.
• Responsible for ad-hoc supervision of a team for specific projects, resource management, process documentation, and peer mentoring.
• Responsible for maintaining customer network documentation such as engineering design document, record of change, and network diagrams.
• Provide last level incident support for NOC.
• Responsible for presentations and demonstrations related to technology, process, or client solutions.
• Requires ownership of design and critical issues, creative thinking, and problem resolution skills.
• Responsible for the protection of our customer proprietary network information and customer  information assets.

 

Skills and Qualifications Expected:

• Strong communicator internally and externally directed at clients and third parties
• Understanding of IT architecture design and development (nice to have: TOGAF, ITIL, CCAr, DCUCD, MCSE Platform & Infrastructure, CITA-x, CISSP, CQS, or equivalent)
• Experience with and strong understanding of complex network and data center/cloud infrastructures (CCDP, CCNP, CCIE, or equivalent level of experience)
• Experience with SD WAN – Design and build customer networks
• Nice to have application development/scripting and related skills;
• Interest in cloud-based applications, virtualization (MCSE P&I, AWS CSA/CDE, VMware CMA, or equivalent is benefit)

 

Other Requirements

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