- Responsible for handling Incident Management

- Experience in Datacenter LAN Management

- Candidate should have a deep understanding of Cisco Meraki and its protocols.

- Minimum of 2-3 years experience in L1 network Support.

- Proven ability in learning and upgrading new technologies/technical skills.

- Must be able to demonstrate excellent troubleshooting and problem solving skills.

- Good communication skills

- Good understanding (of L1/L2 Level) of Switching & routing protocols, and products like : HP/Nexus Switches, DWDM and IPAM.

- Analyze/solve application -related problems : Use advanced network troubleshooting techniques required to analyze and solve application-related problems within large geographically dispersed networks as needed.

- Analyze/solve layer 1/2/3 problems : Perform troubleshooting techniques to analyze/solve problems - Perform fundamental network troubleshooting techniques required to analyze and solve Layer 1, Layer 2, and Layer 3 problems within large geographically dispersed networks.

- Analyze/solve protocol routing problems : Use advanced network troubleshooting techniques required to analyze and solve protocol routing problems within large geographically dispersed.

- ITIL V3 Foundation Certification is desired.

- Participate in Change management

- Participate and provide inputs on Change management processes.

Quality Assurance :

- Ensure ITSM compliance for all incidents and service calls

- Ensure SLA compliance for all incidents and service calls

- Ensure usage of documents from the KB for proper resolution of incidents and service calls

- Ensure adherence to Incident management standardization codes

- Active participation in audits and facilitating the same

Communication and Notification :

- Adherence to the documented notification, elevation and escalation process

- Communication to the customer both while responding to a case and also after resolution of the case

- Handle vendor coordination and further coordinate with them on technical grounds

- Coordination and communication with other incident management groups

Reviews :

- Participate in regular reviews with the Delivery Leads

- Participate in team meetings

- Participate in Service Delivery reviews

Reporting

- Provide clear and unambiguous communication forums and channels across all shifts and staff to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and in the framework expected.

- Update daily reports and checklists as defined

- Contribute towards preparation of Service Delivery Reviews

Documentation :

- Ensure complete documentation of all activities undertaken with respect to the ticket in the case log of the service/Incident management tool

- Help in preparing process and ITIL documents needed for the delivery

Incident Life Cycle Coordination :

- Keep track and update status of pending incidents and service requests and ensure closure of them ASAP

- Work closely with the L2/L3 Team on repetitive tickets from a problem management perspective

- Ensure response & resolution of most of the incidents and service requests

- Ensure response & resolution or recovery of service ASAP after implementation of solution / workaround for cases.

- Provide inputs to Deep Technical support or the Level -2 team for problem management and resolution of major or elevated incidents

- Provide required updates to stakeholders involved in case of critical incidents like outages

- 24/7 operational environment

- Prepare Incident reports for all the business critical incidents and unscheduled server downtime

- Monitor the Queue for Network events/alarms and raise necessary tickets.

Quality Assurance :

- Ensure ITSM compliance for all incidents and service calls

- Ensure SLA compliance for all incidents and service calls

- Ensure usage of documents from the KB for proper resolution of incidents and service calls

- Ensure adherence to Incident management standardization codes

Communication and Notification :

- Adherence to the documented notification and escalation process

- Communication to the customer both while responding to a case and also after resolution of the case

- Handle vendor coordination

- Coordination and communication with other incident management groups