Consultant

Job Description (Posting).

Responsibilities :-

• Adhering to SLAs

• Mentoring / Training Team Members

• Handling tickets / requests

• Liaise with vendors and other IT personnel for problem resolution

• Provide Level-2 support and troubleshooting to resolve issues

• Defining processes and ensuring that the processes are adhered to

• Oversees and is responsible for successful completion of Installation, configuration and migration

• Ensure maximum uptime according to the SLA

• Understanding of Multi-geo support environment

• Responsible for building / maintaining a test environment

• Perform network maintenance and system upgrades including service packs, patches, hot fixes and Network configurations

• Improves and maintains customer and employee satisfaction

• Suggests new technologies and design changes

• Monitoring and maintaining SLA requirements by the team members

• Testing / Auditing/processes as required from time to time

• Identify Skill gaps and plan for training / knowledge updating

Technical Requirements

1.Experience on Cisco routers and catalyst switches/nexus switches

2.Experience on Wireless techologies Cisco or Aruba.

3.Routing protocol ospf and bgp

4.Good handson experience with OS upgrades of different vendors devices.

5.Co-ordinating with ISP for circuit related outage / issue and with vendor for RMA the network / security devices

6.Documentation of major issues and its root cause analysis for future reference for easy fix

7.Monitoring network and security alerts through Solarwinds monitoring server or Ehealth to identify the issues and provide fixes in proactive manner

8.Knowledge of F5 loadbalancers and Riverbed will be an added advantage.

Soft Skills

• Excellent communication and conversation skills (Verbal and Written)

• Good documentation skills

• Should have a excelent customer handling skills

• Able to handle high presure situations

• High level of acceptance

• Can drive HCL s value and its methodology

Other Skills / Experience

• Experience on ,SDN, Load Balancers or SDWAN would be advantageous

Years of Experience

Total : Above 6+ Years of experience

Relavant : 4+ years of hands-on experience and proficiency in managing and maintaining a medium/large environment

Certification requirements

• CCNA ,CCNP

(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations orL3 level support and doing incident and problem management (6.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives.