Networking Managed Services Engineer (L2)
Minimum Requirements:
Academic Qualifications and Certifications:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- CCNP or equivalent certification.
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
Required Experience:
- Moderate level of relevant managed services experience.
- Moderate level knowledge in ticketing tools preferably Service Now.
Job Description - Knowledge and Attributes:
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when it is necessary.
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
- Ability to adapt to changing circumstances.
- Ability to place clients at the forefront of all interactions, understand their requirements, and create a positive client experience throughout theclient journey.
- Additional skills proficiency such as (but not limited to) -
Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols: BGP, OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor
Responsibilities:
- Proactively monitors the work queues.
- Performs operational tasks to resolve all incidents/requests promptly and within the agreed SLA.
- Updates tickets with resolution tasks performed.
- Identifies, investigates, and analyzes issues and errors before or when they occur, and logs all such incidents promptly.
- Captures all required and relevant information for immediate resolution.
- Provides second-level support to all incidents, and requests and identifies the root cause of incidents and problems.
- Communicates with other teams and clients to extend support.
- Executes changes with clear identification of risks and mitigation plans to be captured into the change record.
- Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.
- Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.
- Works with automation teams for effort optimization and automating routine tasks.
- Coaches Service Desk and L1 teams for technical and behavioral skills.
- Establishes monitoring for client infrastructure.
- Identifies problems and errors before they impact a client's service.
- Leads and manages all initial client escalation for operational issues.
- Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.
- Ensures all changes are carried out with proper change approvals.
- Plans and executes approved maintenance activities.
- Audits and analyses incidents and requests tickets for quality and recommends improvements with updates to knowledge articles.
- Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.
- May also contribute to / support project work as and when required.
- May work on implementing and delivering Disaster Recovery functions and tests.
- Performs any other related task as required.
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