In this role, you will be responsible for supporting the network operations 24X7 for internal IT. You will be working actively on the operational issues along with internal / external stakeholders to recover the systems failure (proactive/reactive).
Responsibilities
· Make sure that the tickets raised per shift are closed in the required time limits and if not escalated as per the escalation matrix defined
· Raise and update the tickets in Tool for all the issues handled / worked upon
· Report the daily issues handled / escalated in the form of daily shift reports
· Need to make sure that issues are handled in right time frames as per the SLA commitments
· Interaction with Service Providers, raising tickets and timely follow up
· Front-end face for Network Team while participating in Incident resolution bridge call
· Follow a proper escalation chart and matrix given
· Timely update/Quality update of tickets in the ticketing tool.
· Help project team in commissioning of new customer and change request
· Understanding of Network protocols LAN, WAN, Routing, Switching, Firewall devices
· Exposure to trouble ticketing processes and handover processes
· Adhere to shift timings and shift handover process
· Should be good at documenting the nature of the problem
· Participate in Bridge calls with clients for joint troubleshooting of network issues
· Work with different Vendors and service Provider for faster and accurate resolution
Skillset
· Candidate should be fluent in oral and written English
· Positive attitude toward learning and accepting new challenges
· Positive attitude and open to work on multi-platform
Qualifications
Minimum qualifications
• Graduate in engineering/IT