Qualifications Minimum Degree / Certificate in Computer Science, Electronic Engineering, or equivalent Telecommunications in country qualification, applicable vendor / technology entry level certification or equivalent work experience ITIL Foundation Certificate desired but not required Six Sigma Awareness desired but not required Experience Broad knowledge of state of the art technology, equipment, and/or systems to include routers, switches, firewalls, load balancers, and network management platforms. Advanced knowledge of network protocols, OSPF, BGP, MPLS, STP, VTP Advance knowledge of TCP/IP protocols to utilize sniffers and other diagnostic equipment to resolve issues. Knowledge in building and maintaining multi protocol environment to include EIGRP, OSPF, and BGP. VPN technologies specifically IPSec, SSL VPN, LAN to LAN and Remote Access VPN Able to work as part of a team monitoring Level I & II engineers as well as working with end users and vendors. Cisco expertise in network design, operational support, or hands‑on implementation and configuration of switches, controllers, load balancers, firewalls, etc. and cabling in a large enterprise LAN/WAN/WLAN environment. Experience with the implementation and operation of Big IP (F5), Bluecoat, Nokia Checkpoint, Netscout, Solarwinds, Linux/Unix, VMware are desired. Experience with supporting Nexus 7000, 5000, 4000, 2000, and 1000 series hardware in a complex LAN environment Expert level knowledge of Cisco ASA Firewall, Cisco ACE Load balancer, Cisco 6500 in a complex data center environment. Excellent network troubleshooting skills. Must be able to quickly identify and resolve network related issues in shortest possible time. Excellent communication skills. Must be able to clearly interact with vendors and business partners and also understand the requirements and communicate with the on‑site teams. Must be able to participate and represent the team in Change and Incident management meetings. Candidate must be willing to share there knowledge with the team as well as learn from the team. Candidate must be able to adhere to change management and best practice. CCNP/CCIE certification desired but not necessary Knowledge and Skills Service Management Processes Fluent verbal and written communication skills in English language and the local in-country language Operating knowledge of Microsoft Office products Knowledge and understanding of network and communication protocols Ability to support, troubleshoot, analyze and investigate in one or more technology in a data center environment Knowledge of ITIL and service management practices and procedures Ability to analyze, draw conclusions and create solutions to customer's moderately complex problems Ability to build relationships with peer and management levels both with clients and the company management Ability to work under pressure and multi-task Ability to use a team approach to solve problems when appropriate Attention to Detail Crisis Management Info Gathering & Processing Service Infrastructure/Platforms Additional Information Provide Service & Infrastructure Operations support to internal and external customers in accordance with the terms of the customer contract and Service Level Agreements (SLAs) Ensure the correct functioning and maintenance of all internal and external systems and products serviced by Service & Infrastructure Operations Act as the customer Single Point of Contact (SPOC), when required, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to resolve the fault and incident within the prescribed SLA Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside , according to the customer contracts, SLAs and monitoring requirements Proactively detect problems related to service and infrastructure operations and delivery services, conduct diagnostics and provide service request ownership to ensure resolution of customer problems Adhere to installation guidelines and industry best practices in order to deliver quality service and infrastructure Operations Use the appropriate tools and equipment to perform the installation, intervention, and repairs in accordance with the Service & Infrastructure Operations and Delivery guidelines and instructions where provided Report and elevate to the next level those problems which can not be fixed Carry out preventive and proactive maintenance of equipment and monitoring of systems and services in accordance with agreed schedules and customer expectations Perform tests on hardware and software components and be responsible for the coordination of acceptance testing with customers and third parties Perform change management, configurations, design and implementation of the supported products and systems Manage local suppliers in the provision of services for the Service & Infrastructure Operations centres and report on services provided to management Conduct the analysis, definition, documentation and testing of application and system enhancements Provide on-site support when required. #J-18808-Ljbffr
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