Sr Technical Lead (Support & Operations)

Job description

Sr Technical Lead (Support & Operations) India Sr Technical Lead (Support & Operations) Hyderabad, Telangana Job Summary 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 Key Responsibilities 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 Skill Requirements 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 Other Requirements 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