Responsibilities

  • Strong knowledge of network routing and switching protocols and services.
  • Experience with network monitoring tools such as OpManager.
  • Experience with syslog, SNMP, and configuration backup tools
  • Strong experience in Cisco data center technologies including Cisco Nexus environment, security firepower, ASA firewall, FortiGate firewall and Cisco ISE
  • Experience with Cisco Nexus technologies including Virtual Port Channels (VPC) and Virtual Device Contexts (VDC)
  • Knowledge of network security, load balancing and optimization technologies
  • Knowledge in Cisco ACI, Bluecoat Proxy, F5 Load Balancer, Palo Alto or Checkpoint firewall is preferred.
  • Cisco CCNA, CCNP certifications
  • Willing to work in extended hours and perform standby duty after office hour
  • Good to have experience in network automation via scripting (e.g. Python, Ruby) or tools (e.g. Ansible, Algosec, Chef)
  • Work in 24/7 rotation shift to ensure maximum network uptime
  • Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
  • Updates tickets with resolution tasks performed
  • Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner
  • Captures all required and relevant information for immediate resolution
  • Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
  • Communicates with other teams and clients for extending 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 focussed 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 behavioural 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
  • May also contribute to / support on project work as and when required
  • May work on implementing and delivering Disaster Recovery functions and tests

Requirements

  • Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
  • At least 3-5 years of experience providing network operational and administration supporting Cisco products (Routers / Switches/WLAN)
  • CCNA, CCNP or equivalent certification
  • Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)