Sr Technical Lead (Support & Operations) (IN)

Principal Responsibilities

§ Undertake and manage in depth troubleshooting activities and plan customer facing activities under guidance

§ Investigate and help resolve issues on customer’s network and IT estates using agreed troubleshooting methodologies

§ Manage support cases to enable fast resolution that exceeds our customers’ expectations

§ Ensuring accurate recording of all cases using the Company’s ticket management tool and closing within agreed timeframes

§ Using the central document repository, to ensure knowledge sharing across the team and enable best practice

§ Supporting ad-hoc projects to develop the capabilities of the client.

Key Performance Measures

§ Ticket SLAs and KPIs are achieved

§ Escalation procedures, policies and working practices are adhered to

§ All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe

§ Projects are delivered in line with project quality standards

Requirements

· 2-3 years relevant customer focused experience, resolving technical problems, with experience of using ticketing systems

· Specialised in supporting Cisco architectures with technical competency in supporting one of the following: Cisco, Cisco switching & wireless, Cisco Datacentre (UCS, Nexus, VMware) and Cisco Collaboration (CUCM, UCCX, Unity)

· Troubleshooting & Implementation Experience in core Routing protocols BGP,OSPF,EIGRP, MP-BGP,MPLS,IS-IS, SONET/SDH Technologies

· Hands on experience in Nexus 5k, 2k, 7k etc.

· Hands on Experience in Citrix Netscalar, F5 Load balancers and WAN optimizers

· Sound knowledge and understanding on QOS technologies MQC, LLQ, CBWFQ, WRED and MPLS-TE.

· Troubleshooting & Implementation experience in WAN protocols & service providers.

· Excellent communication skills.

· Troubleshooting & Implementation experience in WAN protocols

· Working experience across various cisco Routers and switches

· Upgrades network by conferring with vendors; developing, testing, evaluating, and installing enhancements.

· Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation.

· Cisco CCNA /CCNP

· Ability to communicate effectively and build relationships to understand client requirements

· Accurate written recording of information

· A self-motivated attitude

· Ability to deliver against deadlines and agreed targets

· ITIL qualification desirable but not essenti