What I’ll be doing – your accountabilities
Govern the contractual SLA and client Service Assurance KPI’s for Netco Model office like FCR (First Contract Resolution ) and MTTR (Mean Time to repair), NPS
Provide analytical and innovative input to projects/operational support tasks as well as support negotiations.
Lead on a specific deliverable of a small/medium scale project or implement smaller less complex projects to achieve required business benefits and manage budget, timescales and quality.
Identification of underlying problems and driving through problem management to resolution (PM)
Assist transformation strategy for a network or technology discipline in own area of expertise
Participate in and contribute to client wide professional community activities where applicable e.g. knowledge sharing, best practice within client and external industry.
Proactively raise improvement opportunities, and own small, incremental bugs to completion. Performing enhanced diagnostics on standard products for complex issues as well as for products that demand specific technical knowledge.
Delivere trainings to SSREs and build active coaching plans with a vision to upskill SSREs.
Good written and verbal English skills
SDWAN Cisco(Viptela) Agile Connect(Nokia Nuage) Cloud(AWS/Azure/Oracle/Google
Good understanding of hybrid cloud solutions and experience of integrating public cloud into tradition hosting/delivery models
Understanding to manage Multicloude network
At least 5+ years of relevant experience
Expert level understanding atleat 2 Cloude technologies.
Expert level understanding on Cisco Data(Routing and Switching)
Expert level understanding of SDWAN technologies for CISCO/MERAKI.
Knowledge on cloud components like AWS, Azure, Oracle, google along with DyNS will be preferred.
Full level understanding of the client products solutions to a solid ‘basic’ level (e.g. same as Sales roles) and in depth client`s operational/service processes would be beneficial
Solution designing and multi-layer troubleshooting
Technical knowledge for WLAN products and services including intermediate level knowledge of ISE.
Expert level Technical understanding of architecture and design flows
Hands on experience developing architectural designs, processes, procedures and working on cloud infra projects such as migration to public clouds (MS Azure & AWS);
Basic knowledge of security flow and firewalls in the network.
Ability to organize and attend on international conference call and discuss technical issues
Experience in operation of end to end customer solutions
Soft Skills :
Excellent communication, Interpersonal and Negotiation skills - internally, analytical thinking and customer facing
Collaborative Partnering with all the right people
Managing internal and external stakeholders
Self-starter, able to work with minimal guidance and supervision
Team-player with good coaching skills, eager to learn and also share skills and experience
Enthusiastic and pro-active with a desire to improve service for the customer, and other internal users
Keen learner and support CI environment