Specialist- IP

About this opportunity

This Role is responsible for Alarm analysis, Operation-maintenance, trouble-shooting & Change Request Implementation on IP nodes (like Routers ,switches ,firewalls, load balancers and security gateways etc). Also responsible for Trouble Ticket analysis and resolution of trouble tickets raised by Customer / L2 Teams. Fault management on all routers and switches equipment and follow up with support in case of raised cases.

What you will do

• Actively Supervising of ITSM Ticket queues to maintain MTTR.

• Analytical skills like logical thinking, Problem solving & handling assignments are mandatory.

• Identify root cause of P0/P1/P2/P3/P4 Incidents and recommend appropriate resolution action and other events that Customer identify as requiring Root Cause Analysis (RCA).

• First point of contact for support of any alarm/event/KPI related issues.

• Close Collaboration with Field Team for all field activities (Hardware failures, Node unreachable etc.).

• Ensure timely restoration of Services maintain MTTR for good customer experience & high Service availability to maintain Service Level Agreement (SLA).

• Proactive involvement to detect possible failures to ensure incident restoration/avoidance whenever engagement by Incident Manager or MS Automated Service Function.

• Node health checks and backups & trouble-shoot the deviation identified.

• Sharing details for MIR & CSR to respective teams.

• End to End Network Understanding.