Sr. Engineer Managed Services Operations

Job Description

Responsible for planning for new product/service roll out or enhancement of existing offerings, operations and maintenance in Managed Hosting, Data Centre, Managed Security Services, Infrastructure Managed Services in consultation with the Products, Sales and Engineering teams with the objective of delivering effective solutions to meet customer requirements; minimizing cost of service operations by driving efficiency, scalability, quality and consistency, smooth implementation minimum downtime of infrastructure.

Discuss customer requirement, feasibility and operational aspect of proposed solution and service schedules with Sales Engineering team and analyze internal technical capability to delivery solution.

The team conducts financial planning, designs solutions as per customer requirements, drives product engineering, delivery and customer lifecycle management.

Develops solution frameworks, methodology and solutioning to drive standardization of repeat solutioning to ensure reduction in operational cost.

Also prepares plan for integration with existing platforms and processes, identifies technology partners and outsourced partners for implementation and roll out of product/service, defines service realization and SOPs for Service Delivery and resolves escalated issues.

Drive technical deployment planning and implementation including installation of operating system, provisioning, network configuration etc. and monitor implementation success.

Level Descriptor

Monitors and maintains platforms. Provides back end support for customer requests.

Reports/escalates issues to the supervisor and coordinates with internal teams.Generates various kinds of reports related to capacity planning, error reports,etc.

Has some previous work experience to allow them to apply their knowledge efficiently and work productively with broad instruction.

Regularly participates in projects or activities as a contributing team member. Assists supervisor to identify important issues or risks and providing feedback for improvement/changes in methods teachniques.

Seeks the approriate level of guidance and advice to ensure delivery of quality outcomes.

Operational role which is responsible for delivering results that have direct impact on the achievement of results within the job area. Conducts activities such as preliminary research, analytics and documentation.

Works under direct supervision

Actively acquires more skills, techniques, operating practices, knowledge of abstract concepts in order to progress towards full in the field of specialisation.

Has skills and knowledge that will allow them to adapt to effecively deal with unfamiliar issues, challenges problems within their field of specialisation.

Education : BTech or Diploma

Experience : 2-5 years in operations

Minimum qualification experience

• Bachelor s degree in Engineering or equivalent
• 2-4 years of Experience in Networking and Perimeter Security. Good knowledge in Firewalls, Proxies and in Two Factor Authentication

Key Responsibilities

• Manage the Perimeter Security technologies deployed by Tata Communication on client infrastructure including Firewall, Proxy, 2FA, etc.
• Handle change and support requests from customers
• Perform initial troubleshooting on issues and escalate to shared SOC team as needed via portal, email or phone.
• Follow up requests and incidents for resolution and ensure client is communicated regularly
• Establish good working relationship with the stakeholders on the client side
• Provide hands and feet support for the remote team inside the client infrastructure for troubleshooting and other activities.
• Work with vendors to resolve internal and customer issues in a timely manner
• Support client on their regular office days. Candidate would also be expected to be flexible with timings to support issues and major activities like upgrades or maintenance.

Technical Competencies

• Candidate should have handled at least any two of the Firewall products. Cisco, Juniper, Netscreen, Checkpoint, Palo Alto, and FortiGate,
• Experience with any of these Proxy products Bluecoat, Zscaler.
• Understanding of security landscape and different tools used
• Good Communication and interpersonal Skills are mandatory.
• Industry certifications in the above products would be an added advantage.
• Familiarity with ITIL framework would be an advantage

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Keyskills :
managed security servicesdata center client sideitil framework managed hostingservice delivery managed servicesmajor activities