Specialist Network

Job Description

Description

Sungard Availability Services (Sungard AS) is an industry-recognized leader in delivering resilient and recoverable production environments for global enterprises through managed IT, cloud and recovery services.

Our diverse, global team of Sungardians are passionate about applying their insight and deep expertise in production and recovery to Lead with Resilience. We work to understand our customers business goals, tailor services that align with their desired business outcomes, and deliver the right environments for managing their critical IT systems. Every Sungard AS employee makes a meaningful contribution to delivering on our mission to transform IT for resilient business. We want to add outstanding talent to our team. If you want to become an integral part of a collaborative organization that offers industry-leading benefits and a commitment to employee advancement, we d be excited to speak with you!

Title: Specialist - Network

Years of experience: 6-8 years

Location: Pune

Job Purpose Statement

As a Specialist the engineer becomes part of Network tier 3 team that provides L3 technical support to help on break fix for incidents and support changes. The engineer will also require working as a tech-lead/mentor on conference/bridge calls to resolve production impacting issues within given SLAs, to perform root cause analysis for critical, complex, and recurring issues

Key Responsibilities

1. Troubleshoot complex production impacting network issue involving multiple technologies and provide solution to restore services in given SLAs.

2. Work with internal teams and vendor to resolve customer reported issues. Provide workarounds whenever possible.

3. Independently handle simple to complex difficulty level issues along with customers, vendors, and other internal teams over conference calls.

4. Collaborate and communicate with internal/external teams until an event is closed.

5. Own and drive the customer Experience throughout the lifecycle of the Incident to resolution.

6. Work on escalated issues to support tier 1 and 2 teams.

7. Plan and execute changes to support customer and internal network environment.

8. Work on escalated change and provide support to tier 1 and 2 teams for change planning.

9. Work with problem management team to identify potential issues within the environment and provide a fix.

10. Work on recurring issues to provide permanent solutions.

11. Perform Root Cause Analysis for Critical issues and apply recommended fixes, wherever needed.

12. Perform analysis of all service impacting issues to determine root cause.

13. Provide trainings to members of internal teams and to external teams.

14. Support scheduled customer DR tests in Recover to Cloud environment

15. Contribute to preparing Technical Documentation / KEDB Articles of recurring / critical nature.

16. Participate in working Technical Projects, in addition to working day to day tasks.

17. Participate in off-hours and extended support if required

Technical Competencies (Experience and Knowledge)

Post qualification experience of around of 6 - 8 years

Preferred CCIE/CCNP (Routing and switching), JNCIA/JNCIS, VMWare, CCNA security, ITIL

Good understanding extensive hands-on relevant experience with configuring BGP, OSPF, MPLS, L2/L3 VPN

Good Understanding Hands-on experience on Nexus 2K, 5K, 7K and 9K. Datacentre Technologies

Exposure to ISP core network and transport technologies. Knowledge of DR environments and DR tests

Work on multiple network changes/technologies simultaneously

Experience in hardware replacements

Skills and Behavioral Competencies

Very strong customer service and communications skills (written and verbal)

Quick learner. Strong time management and organizational skill are required

Must have the ability to effectively work in a team environment, as well as independently or as a self-starter

Work alongside senior members in the team and provide assistance as required

Strong network problem isolation and resolutions skills.

Keyskills :
root cause analysisbreak fixroot causecore networktime managementcustomer servicetechnical supportproblem managementcustomer experienceprofessional liabilitytechnical documentationccna securityispvpnbgpccnaitilcciempls