Job Description

Desired Skills

· Strong Networking and in-depth knowledge in Aruba Central, CX family products, ClearPass, Gateways and APs.

· Advantage for Automation knowledge, DDI services knowledge candidates.

· Solid experience supporting and configuring medium to large enterprise LANs.

· Troubleshoot product and network problems of high complexity.

· Has strong in-depth knowledge in LAN Switching technologies.

· Excellent verbal and written communication skills.

· Good Customer handling skills. Ability to handle tough situations effectively.

· Certification: CCNP, ACMP, ACSP

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Areas of responsibility

Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.

SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.

Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.

Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.

Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.

Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.

Team Management-Collaborate with team members to resolve open tickets and service requests.

Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.