Assistant Manager/Manager – Quality Assurance – India

Are you passionate about solving challenging problems, making a real impact and building something big? Join the Virtela team today.

NTT Group has 200,000+ employees around the world. Virtela is part of the NTT Group, the world’s largest telecom company, ranked #32 on the Global Fortune 500. Virtela is the smart alternative for enterprise networking and virtualized IT services and offers the opportunity to work with the most advanced technologies and talent around the world in serving our global enterprise clients. Virtela have been recognized by 100+ awards.

Learn more about Virtela at, www.nttglobal.net

Are you passionate about solving challenging problems, making a real impact and building something big? Are you someone who is looking to make a significant positive impact in your role as a UNIX Systems Engineer?

Virtela just might have a position for you! We’re looking for a razor sharp engineer to help transform how to support enterprise networking and security. If you’re a systems infrastructure fanatic who tirelessly fine-tunes their craft and seeks to improve your ideas based on what applications and end-users really want and need – it’s time to apply!

Pre-Requisite

Strong customer orientation with high focus on Quality
Possess telecom/ISP domain knowledge
Strong analytical skills in implementation and administration of Quality Assurance metrics
Has developed and overseen a continuous quality development programme including a comprehensive mentoring strategy
Strong interpersonal and problem solving skills
Past experience in Operations support role is a major plus

Responsibilities

Provide administration and support as Quality Manager to achieve high customer satisfaction and continues improvements in line with the business strategy
Lead internal quality engagement program with Global Operations team at various levels
Determining, negotiating and agreeing to quality procedures, standards and/or specifications for Global Operations team
Contributing to build processes, best practices and identify tools to improve quality
Ensuring that Operational processes comply with the high quality standards and all the KPIs are met
Understand and Monitor end to end process work flow
- Incident Management
- Problem Management
- Change Management
Identify process gaps, execution errors and documentation issues
Review communication (Email/Call) with customers
Create enhanced workflow documents for clear understanding of process
Conduct training sessions with team members
Build customized training and improvement plan to remediate problems
Recording, analyzing and distributing statistical information
Build quality metrics and reporting dashboard
Track and report KPIs to senior management

Training/Certification Required

ITIL, Six Sigma

Experience

Minimum 6 years of relevant experience.

Education

Bachelor degree in Electronics/Computers/IT preferred.

Technical and Other Skills

MS Office proficiency
ITIL process awareness

Incident Manager – India

Are you passionate about solving challenging problems, making a real impact and building something big? Join the Virtela team today.

Learn more about Virtela at, www.nttglobal.net

Pre-Requisite

Overall responsibility for managing Incidents throughout Incident Lifecycle
Work in 24×7 rotating shifts
Strong Customer Focus
Proven history of managing and resolving Incidents in large ISP network or large enterprise customer
Multitasking skills to handle multiple priority tasks
Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease
Possess proficient analytical, problem solving and decision making skills
Demonstrated capacity for gathering and scrutinizing data to identify issues, opportunities and patterns

Responsibilities

Ensure Incident handling as per Incident Management Processes
Ensure Incidents are managed and resolved within SLA
Responsible for monitoring ticket queue
Host and Lead the Incident Management calls
Lead troubleshooting coordination on incidents to drive issues to fastest possible resolution
Ensure internal escalation process and customer escalation processes are followed
Central Communication point for Major Incidents
Monitor existing tickets and escalate to management if in risk of missing the SLA
Respond to user escalations and engage functional escalation as necessary
Create, maintain, and enforce all Incident Management processes and procedures
Identify process improvements
Create and provide Incident related reports to management or other stakeholders

Training/Certification Required

ITIL, CCNA, JNCIA, CCNP is desirable.

Experience

More than 6 years of relevant experience.

Education

Bachelor degree in Electronics/Computers/IT preferred.

Technical and Other Skills

MS Office proficiency
Aptitude and desire to learn advanced IP network services

Business Intelligence and Analytics – India

Are you passionate about solving challenging problems, making a real impact and building something big? Join the Virtela team today.

Learn more about Virtela at, www.nttglobal.net

Pre-Requisite

Must have more than 6 years of experience in Data Analytics, Reporting and Automation
Extensive experience in MS Excel, MS Power Point, MS Access and VBA.
Expertise in handling big data to derive meaningful information for top management
Strong Analytical skills and hand on experience on Business analysis tools
Data Analysis experience in telecom domain is mandatory
Should be comfortable with working on Networking Domain

Responsibilities

Gather data from a variety of sources and organize it in meaningful ways.
Cleanse, Transform and organize data with precision.
Analysis, design and implementation of customer requirements using reporting
Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy.
Should be able to quickly gain expertise in domain of the application for which data is to be analysed.
Present data in meaningful ways using Graphs/ PivotTables/PowerPoint presentations.
Should be proficient in some of the data analysis tools, MS Excel, MS Access, VBA Macros
Identify, analyse, and interpret trends or patterns in complex data sets.
Develop reporting templates, maintain them and publish error free reports as per defined schedules
Interpret large amounts of data and provide clear insights based on historic and forecasted data.
Design and development of reports with Oracle BI Discoverer aligned to customer requirements
Handling Monthly and Quarterly reviews and Operational reports
Responsible for the creation and execution of Customer Ops request and adherence to business requirements.
Comply with standards and strategies to enhance the reporting
Actively participate in walk-through, inspection, review and user group meetings for quality assurance
Communicate and interact with appropriate areas on problems, changes and enhancements that may impact data, workflow and /or functionality within operations & reporting team
Manage towards results, by process, with facts and with continuous process improvement in mind

Knowledge and Skills

Excellent interpersonal and communication skills, including good presentation and report writing skills.
Meticulous attention to detail and ability to self-review deliverables.
Exceptional problem-solving skills and clear logical thinking.
Build strong interpersonal relationships as a data analyst needs to source data & information from various systems and people.
Ability to work to deadlines, under pressure and to juggle multiple tasks.
Ability to work on your own initiative and as part of a team.
Systematic approach to the collection, collation and presentation of information.
High level of self-motivation, determination and confidence.
Flexible and able to respond to changing priorities.

Training/Certification Required

Oracle Discoverer – Plus though not mandatory
Oracle BI Enterprises Edition – Plus – Plus though not mandatory
Any other BI tool experience
ITIL
SQL – Plus

Experience

More than 6 years.

Education

Graduate (Ideally, BS in Comp Sci) / PG / BE from IT and Telecommunication

Lead Engineer – Voice Operations – India

Are you passionate about solving challenging problems, making a real impact and building something big? Join the Virtela team today.

Learn more about Virtela at, www.nttglobal.net

Pre-Requisite

Extensive knowledge of Cisco voice products and VOIP networking.
Extensive knowledge/experience with Cisco TDM/ IP voice systems and components
Hands-on troubleshooting experience on Avaya/Cisco voice products.
Experience with E1, T1, FXS, FXO, MGCP, SCCP, SIP, SRST, H323
Good communication skills

Responsibilities

Voice over IP, Cisco & Avaya Telephony operations.
Extensive knowledge/experience with Cisco TDM/ IP voice systems and components.
Hands-on configuration and troubleshooting experience on CISCO CUCM, UCCX, UNITY, AVAYA CM, AVAYA Audix/Modular messaging.
CUCM features
Local Route Group
CUCM Integration with 3rd party PBX
FAC configuration
Translation/transformation
UCCX Call Flow
Direct Routing/Forward routing
Call Handler
Firmware Upgrade
Incoming call flow
EM (Host not found)
Error Parse Limit
CUCM Services
Conference Unregister
Dial- Peers

Deploy, configure and maintain a variety of voice technologies including: Cisco, Asterisk etc.
Provide Tier 1, 2 and 3 operational support for deployed technologies such as PBXs, mobility servers, voicemail systems, toll bypass gateways and other network infrastructure.
Knowledge and experience operating converged (voice/video/data) networks, including knowledge of CoS, QoS and related quality of service parameters over MPLS backbone, WAN and voice circuit experience in VoIP environment.
Monitor, troubleshoot, and escalate production problems affecting the global network and systems infrastructure.
Perform vendor interaction with internal and external support organizations.
Participate on project teams to effectively communicate the operational requirements to ensure effective project/technology transition.

Training/Certification Required

CCNA voice/CCVP, ACA IP Telephony, Avaya CTP, Nortel NCSS or NCTS

Experience

Min: 5 years; Max: 10 years
Experience on Cisco Call Manager, Cisco Unity, Avaya CM, Avaya Audix will be preferred.

Technical and Other Skills

CISCO CUCM, UCCX, UNITY, AVAYA CM, AVAYA Audix/Modular messaging.

Enterprise Architect – India

Virtela is the world’s largest independent managed network, security, and cloud services company. Virtela offers an award-winning suite of services – including managed networks, security, application acceleration, mobile device management and IT infrastructure management to the fastest growing companies around the world, such as Kraft, Honeywell, HanesBrands, Paramount Pictures, Red Hat and IBM.

The company is known for its outstanding service innovations and customer support, which have been recognized by more than 50 awards in the last two years alone. Virtela offers unparalleled geographic reach to more than 190 countries through its partnership with more than 1,000 service providers. The company is headquartered in Denver, Colorado with globally distributed Network Operations Centers in the U.S., India, and the Philippines.

Virtela offers an attractive compensation and competitive benefits packages ranging from health, dental, vision, disability and life insurance, 401(K) with employer match, flexible spending accounts, health savings account, as well as company paid holidays and generous paid time off.

Pre-Requisite

Strong communication and presentation skills
General Networking product and technology knowledge is a must, Juniper knowledge is a plus
Strong knowledge in routing and switching protocol
– BGP, OSPF, EIGRP, MPLS

Strong knowledge of LAN technologies
– LAN design standards and best practices

Basic security standards, design and best practices

Responsibilities

Conducts network architecture design, feasibility and cost studies
Designs, analyzes, plans, and modifies network components supporting customer communication implementation activities
Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system
Operates data communication systems, including LANs and WANs
Plans, designs and implements networked systems, including configurations, and supports/troubleshoots network problems
Develops and evaluates network performance criteria and measurement methods
Prepares the analysis of the capacity needs for network infrastructure

Training and Certification Required

Cisco or Juniper ‘E’ level certification is a plus
Additional security and VoIP certification is a plus
Juniper, M-series, T-series
CCNA, CCNP, CCDA, CCDP, CCIE, JNCIA, JNCIS, JNCIP, JNCIE

Experience

Minimum of 7 years; Maximum of 10 years

Education

Any graduate

Technical and Other Skills

Ability to communicate well with the client and business unit leads
Ability to set direction and prioritize work and resources based business and client needs
Participate in network design and strategy forums, set directions and provide recommendation
Develop and implement standards and procedures as it relates to Network Technologies and Infrastructure
Accountable for product requirement analysis, technical solutions and implementation strategy
Some knowledge of VoIP, Video and content delivery
Experience with scripting a plus

Associate Director / Director – Network Operations – India

Pre-Requisite

Strong technical and subject matter expertise in any of these Enterprise Network Technologies
– WAN Routing Juniper, Cisco Service provider Network products
– LAN Switching : Cisco ( Nexus, Catalyst , UCS Series), Juniper, range solutions products
– Wan Optiimizer : Riverbed , Cisco
– Load Balancer: Cisco, F5 and others
– In-depth Knowledge of MPLS and routing and switching protocols

Indepth handson experience in handling 24*7 operations in Global MSP/ISP/IDC/NOC/SOC outsourcing and shared services environment
High level of skills in areas of Enterprise Network Services and Solutions and managing large globally distributed clients
Handled multi Vendor / platform technologies and supporting more than 1000+ Network ( LAN WAN) devices in a distributed environment
Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements.
Ability to work days, evenings, and weekends as required; 24×7 support in rotating shifts
Analytical thinker willing to “think outside the box” to resolve customer impacting situations on first contact; understand customer pain.
Lead the team from front and be an example
Exceptional documentation and communication skills.
MS Office proficiency.

Responsibilities

Operations Management

Run day to day Network Operation Center Business as Usual (BAU) functions on 24*7 basis
Handle all areas of operations/delivery including incident, problem and change managment as per ITIL framework
Handle complex esclations and provide support to Shift leads and other team members
Observe ticket queue and participate in Severity 1 and Severity 2 tickets and lead from front
Focus on incident reduction activities and assit in creating of Service improvement program
Keep a track of Risk ,issues , SLA and ensure compliance towards set account specific Rule of Engagement
Ensure Asset complaince activities such as keeping track of licensing, support contracts
Leads weekly and monthly governance calls / report
Identify challenging assignments and project and Excuete them alongwith BAU
Maintains and develops process, policies and procedures as required
Be a Account SPOC(Single Point of Contact ) for few large accounts
Large Account Specific NOC tools Management and administration support
Transition support including Knowledge transfer, provisioning and implementatin of new accounts into the shared environment

Peoples Management

Oversee the management of resources of the large accounts
Plan and Manage Monthy Shift roaster
Review the need of resources and skills with in the team and plan for skill development programs ( technical as well as client handling)
Mentor and conduct training programs
Identify and develop high potential employees in order to build operational bench strength and excellence
Creates and presents annual evaluations, performance development plans, KRA
Conduct weekly meeting with the team and Conveys clear expectations
Fosters teamwork and shows commitment to team objectives, promotes collaboration and removes obstacles

Training and Certification Required

CCNA,CCNP,JNCIA,JNCIS,JNCIP ( add cisco dc certification, UCS certification)

Experience

Minimum of 15 years

Education

Any graduate

Technical and Other Skills

Knowledge of ITIL, Good Communication and Presentation Skiils. Passion to work on core technologies

Network Function Virtualization (NFV) Engineer – India

Pre-Requisite

Strong communication and presentation skills.
Strong experience with Linux/Unix Administration.
Server management experience.
Experience in server Virtualization techniques required (VMware / Xen / KVM).
Experience in operating systems (Windows, Linux), network basics, SAN network and disk array devices.
Experience with server security, upgrades and deployment of security and operating system patches.
Experience in one or more scripting languages desired.
Good analytical, troubleshooting and problem-solving skills.
Ability to handle and manage multiple requirements and projects with minimal oversight.
Ability to effectively present information, write case studies and solve practical problems of customer and internal Sales team.
Bachelors degree and 5+ years experience (or equivalent).

Responsibilities

Implement cloud based services on virtualized platforms.
Responsible for assessing server hardware and software requirements related to various application vendor evaluations.
Provide operational guidance for infrastructure design.
Responsible for capacity planning, functionality testing, and load testing of virtualized computing environments.
Documentation as well as training of other organizations and ongoing server solution support.
Build internal-use tools for monitoring and management of server and network components.
Monitor vendors’ release notes and plan necessary upgrades and patches as required.
Product testing and set up POC (proof of concept) testing.
Deal with unpredictable situations where limited standardizations exists.

Training and Certification Required

Hyervisor vendor certification (VMWare, Linux, KVM, Citrix, Windows) a plus.

Experience

Minimum of 5 years

Education

Any graduate

Technical and Other Skills

Ability to communicate well with the client and business unit leads.
Ability to set direction and prioritize work and resources based business and client needs.
Participate in network design and strategy forums, set directions and provide recommendation.
Develop and implement standards and procedures as it relates to server infrastructure.
Experience in Cloud Infrastructure and Virtualization a plus.
Hands on knowledge on Cloud Stack or Citrix Xencenter a plus.
Hands on opensource software, such as Openstack, Opendaylight a plus

Manager – Network Operations – India

Pre-Requisite

Overall responsibility for 24×7 operation of GOC, the network and security needs of enterprise customers;
direct and build (staff, train and maintain employee skill levels) a Global Operations Center (GOC)
Processes that troubleshoots, repairs, and monitors customer’s network and security services.
Requires a strategic and visionary leader who can provide informed and objective counsel to top management on business issues
Will offer technical and experience-based advice to peer executives and subordinates.

Responsibilities

Manages the 24×7 GOC for a global network and all associated equipment to make sure that it is available for all customers.
Hands-on involvement with the GOC to quickly resolve customer’s network and security issues. Supervise the daily working of customer and network trouble tickets.
Direct and build (staff, train, and maintain employee skill levels) the GOC group that troubleshoots, repairs and monitors customer’s network and security services.
Communicates and coordinates network/security maintenance and schedules.
Coordinates installation of hardware and software by others including outside vendors.
Monitors and maintains network stability.
Create, maintain, and enforce all processes and procedures for the GOC group.
Provide leadership to your team while focusing on their efforts on the corporate objectives.
Foster teamwork across other groups such as Provisioning, Project Management, Customer Engineering and GOC.
Provide detailed statistics on the performance of the team and provide solutions to better their performance to the executive staff.
Manage internal audit process to ensure compliance with all GOC processes.
Provide direction and priority to the staff for development of GOC tools.

Training and Certification Required

CCNA, CCNP, JCNIA, JNCIS, CCIE, JNCIP, JNCIE is desirable.

Experience

10+ years relevant experience

Education

Bachelor degree in Electronics/Computers/IT preferred

Technical and Other Skills

MS Office proficiency
Aptitude and desire to learn advanced IP network services
ITIL process awareness

Network Backbone Operations – India

Pre-Requisite

Strong communication, presentation and customer handling skills
Strong Networking product and technology knowledge is a must, Juniper knowledge is a plus
Strong knowledge in routing and switching protocol with hands on experience on large scale networks
– BGP, OSPF, EIGRP, MPLS

Strong knowledge of LAN technologies
– LAN design standards and best practices

Basic security standards, design and best practices

Responsibilities

Manage the team of backbone operations engineers
Responsible to manage all backbone network incidents, major outages and planned maintenances
Ensures smooth running of the entire backbone network within the agreed performance parameters
Responsible for critical incident management process for backbone issues causing impact to multiple customers
Review and identify problem areas and suggest solutions and improvements
Work closely with backbone engineering team
Liaise with backbone circuit and hardware vendors as required
Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system
Plans, designs and implements networked systems, including configurations, and supports/troubleshoots backbone network problems
Develops and evaluates network performance criteria and measurement methods
Participate in preparing the analysis of the capacity needs for network infrastructure

Training and Certification Required

Cisco or Juniper ‘E’ level certification is a plus
Additional security and VoIP certification is a plus
Juniper, M-series, T-series
CCNA, CCNP, CCDA, CCDP, CCIE, JNCIA, JNCIS, JNCIP, JNCIE

Experience

Minimum of 4-8 years

Education

Any graduate

Technical and Other Skills

Ability to communicate well with the customers and business units
Ability to set direction and prioritize work and resources
Participate in network design and strategy forums, set directions and provide recommendation
Develop and implement standards and procedures as it relates to Backbone Network Technologies and Infrastructure
Accountable for product requirement analysis, technical solutions and implementation strategy
Experience with scripting a plus
Prior experience with IPv6 a plus
Experience in Cloud Infrastructure and Virtualization a plus

Customer Services Manager – India

Pre-Requisite

Possesses strong product/technology/industry knowledge.
Has led and managed a team of SMEs providing support to a global organization.
Proven history of managing a large enterprise or ISP network and IT applications.
Has developed and overseen a continuous professional development programme including a comprehensive mentoring strategy.
Strong interpersonal and problem solving skills.
Demonstrated ability to meet deadlines and manage execution.
Willingness to travel as needed

Responsibilities

Client Services Manager

Accountable for Incident Management
Accountable for Change Management
Accountable for New Service Order Management
Accountable for Customer Reports
Accountable for Customer Processes
Accountable for Documentation
On-boarding lead for new Customers
Escalate to DPE as needed
Known issues/workaround

ITIL Trend Analysis (Monthly/Quarterly)

Performance Mgmt
Availability (Fault) Mgmt
Capacity Mgmt

Problem Management

Chronic Issues and network improvements
Problem Management Status Reports (projects)
Root Cause Analysis (RCA) / Problem Records
Project Plans (Action Logs)

Reports

SLA Reports (monthly)
Monthly Billing Reports

Systems

Systems/Tools Development
Systems Integration Oversight (TT Mapping)
Leverage Customer tools

Meetings

Weekly Internal Synch Meetings
Weekly Customer Status Calls
Bi-Weekly Governance Calls
SLA Presentations

Training and Certification Required

CCNA/ CCNP/JCNIA/JNCIS/ CCSA/ CCSE/ CCSP/ JNCIA-FW/ JNCIA-SSL/ JNCIE/ CCIE (R&S/SP/Security/Voice)/ CEH / ITIL is desirable

Experience

Minimum 10-14 years of relevant experience

Education

Bachelor degree in related field preferred