Job Description :
Roles & Responsibilities: Plan and execute in depth technical activity, influencing the direction of activities/plans and providing technical insight and guidance to others Investigate and help resolve issues on customer s network and IT estates using agreed troubleshooting methodologies Hands on experience on network monitoring tools like Service Now is desirable 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 and taking ownership of ad-hoc projects to develop the capabilities of the Ideal Service Centre Supporting wider team with knowledge share, via knowledge base communications (emails, how-to guides etc.) and contribution at team meetings Handling P1 bridges Advanced troubleshooting for escalated issues or Major incidents Complex Change Management Recommendation on architecture and best practices Knowledge of Network security appliances, traffic flow and application connectivity Advance troubleshooting including packet capture and log analysis Required Skills Good Communication skill required Advanced understanding in configuring and troubleshooting Routing protocols like RIP, EIGRP, OSPF, ISIS and BGP Should have experience in troubleshooting complex network issues end to end Should have experience in monitoring and troubleshooting wireless network and WAP Understanding of Gateway redundancy protocols like HSRP, VRRP, GLBP Complete Understating of routers, switches, firewall, WAP such as Cisco, Aruba, HP etc Should have understanding of GRE, IPsec, site to site VPN, DMVPN Understanding and troubleshooting LAN, wireless issues, WLC, IOS upgrade on routers and switches Understanding and troubleshooting MPLS, Frame Relay Should have an exposure in Loadbalancer platform like F5 Should have an exposure in IP reservation & DNS tools Should have an exposure in Traffic optimization such as Riverbed Hands on experience on network monitoring tools like ITSM Remedy, Service Now etc Experience in Circuit testing required Ticket SLAs and KPIs are achieved All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe Ready to work in 24* 7 environment