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Lead Engineer – Network Operations – India

Engineers who have a passion and understanding for providing outstanding customer service. This person will be part of a team of experts who are responsible for handling network/security support, problem management, managing network performance and proactively identifying issues before they become customer affecting. This team provides 24×7 support, as well as provides training to junior engineers.

  • Support the operations of advanced IP network/security services and take escalations from Level 1 and Level 2 engineers and as directed by Operation Managers
  • Working experience in a fast paced Network Operation environment
  • Experience in Remote troubleshooting and diagnosis of network connectivity issues
  • Working with a variety of customers and vendors (some technical some non-technical)
  • Must be able to communicate technical jargon to non-technical people
  • Receive calls from customers and work trouble tickets to resolve customer escalated network and security issues
  • Work with Telecommunication Service Providers to resolve escalated circuit problems to resolution
  • Perform complex changes on the Network and Security devices
  • Work with Hardware/Software Vendors to resolve problems
  • Work a rotating shift schedule
  • Manage Global Operations Center shifts and exchange handoff between various shifts
  • Manage daily work distribution for Global Operations Center
  • Become SME for few priority customer accounts and to be proactive to improve customer service.
  • Train and mentor engineers.
  • Participate in various Network and Security projects. Participate on weekly/monthly/quarterly service review calls with customers.
  • Contribute in providing appropriate content for the weekly/monthly/quarterly service report
  • Perform other duties as assigned.

Pre-Requisites

  • Technical expertise with routing protocols (RIP, EIGRP, OSPF, BGP) and switching(VLAN, Trunking, Dot1x, various flavors of STP)
  • Hands on experience in MPLS, QoS and VoIP.
  • Hands on experience for network troubleshooting in LAN and WAN environment.
  • Understanding and expertise on security products (Firewall/IPS/SIEM/SIM/IVE/SA/Proxy) and Linux
  • Strong Technical and subject matter expertise in at least one or more of the following specialties: Juniper/Cisco Routers, WAN Optimizers(Riverbed, Juniper, Citrix),Wireless, Nexus Switches, VSS
  • Provide comprehensive maintenance plans for change management review and approval, implement according to plan.
  • Manage and Support MPLS backbone spanning across globe

Requirements

  • CCNA, CCNP, JCNIA, JNCIS, CCIE, JNCIP, JNCIE is desirable.
  • 7+ years relevant experience
  • Bachelor degree in Electronics/Computers/IT preferred
  • MS Office proficiency
  • Aptitude and desire to learn advanced IP network services
  • ITIL process awareness

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