Job Description

Strong hands-on expertise in Implementation, Troubleshooting WAN, LAN, Wireless networks, and SD WAN •

Independently drive Major Incidents (MI) and Priority 1 (P1) calls toward timely resolution. •

Proficient in multi-vendor network environments — Cisco, HP, Extreme, and Aruba; cross-platform knowledge is a strong value addition. •

Provide technical solutions for new business requirements and ensure seamless integration into existing infrastructure. •

Review, update, and maintain project documentation including High-Level Design (HLD) and Low-Level Design (LLD) documents. •

Possess strong understanding of end-to-end transition processes and implementation methodologies. •

Ensure effective communication and deliver quick, efficient resolutions to technical issues. •

Responsible for vendor management and team management, fostering collaboration and accountability. •

Conduct regular audits of the network environment; identify gaps and implement or recommend corrective actions. • Drive day-to-day operations, including work plan allocation and management. 

 Conduct periodic performance and operational reviews with internal teams. • Manage network performance optimization and ensure high availability. • Experienced in managing and troubleshooting SD-WAN solutions (Fortinet, Silver Peak, CloudGenix, vIPtela, etc.). • Skilled in managing and troubleshooting F5 load balancers, Firewalls, and Cisco ISE. • Prepare and present weekly and monthly status reports to senior management; participate in business and stakeholder meetings. • Mentor junior team members, providing guidance and technical support. • Ensure strict adherence to change management processes; in-person presence is mandatory for all major or critical changes. • Perform Root Cause Analysis (RCA) for major incidents and implement preventive measures. • Develop and maintain reporting and performance dashboards, including capacity planning insights. • Drive service improvement programs to enhance reliability and efficiency. • Ensure compliance with quality and security standards defined for the engagement. • Conduct trend analysis, identify recurring incidents, and collaborate with teams to minimize future 

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Do

• Ensure timely response of all the tickets raised by the client end user
• Service requests solutioning by maintaining quality parameters
• Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep
• Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe
• Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction
• Provide an acceptance and immediate resolution to the high priority tickets/ service
• Installing and configuring software/ hardware requirements based on service requests
• 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations
• Provide application/ user access as per client requirements and requests to ensure timely solutioning
• Track all the tickets from acceptance to resolution stage as per the resolution time defined     by the customer
• Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction
• Coordinate with on-site team for complex problem resolution and ensure timely client servicing
• Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

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