Manager - Network SME

I) Position Summary: Network SME (Pune)

Tata Communications Global Service Operations Team is the single point of contact and owner of all Service Assurance issues for Managed Customers they are responsible for. Customer Service Engineers have the prime responsibility to identify, receive, track, escalate and close all Customers incidents, changes and requests, delivering superior customer service, 24 hours a day, and 365 days a year.

The resource will be responsible for providing L3 support for the technical escalations. The Engineer will have to provide operational support to multiple environments using multiple Vendor technologies and enabling the smooth running of the network estate.

Functions:

Own technical escalations for the incidents and drive it till resolution

Coordinate and participate in troubleshooting efforts between Cross Functional teams, vendors & customers

Acknowledge escalation, Isolate faults, manage and resolve incidents

Escalate to resolve incidents within SLA

Support IM in major incidents

Perform Root Cause Analysis on the incident and ensure the issue is permanently fixed to avoid repetition

Upskill service desk by delivering training, breakout sessions or on the job guidance

Manage and Implement all type of Customer changes following Change Management Process

Participation in the on-call rota

Support CSA for Gold/Gold+ customers

II) Person Specification:

a) Essential Qualifications:

Bachelor's Degree in Electronics, Telecommunications or Equivalent

b) Requisite Skills:

6+ years of experience in network and SD WAN (Versa) preferably for a service provider

Education: Graduate BE or B. Tech

CCNP or equivalent certification in network and SD WAN

3 years of experience in SD WAN only.

Excellent oral and written communication skills

Professional level understanding and experience on the routing & switching technologies

Sound knowledge on MPLS

Understanding and hands on experience on SDWAN deployment & support

Understanding of security, firewall, proxy, Knowledge on scripting (PERL/Python) is a plus

Ability to communicate effectively and build relationships with customers and cross functional teams

Team player with good listening skills

Very Strong customer focus

Pays attention to details, has rigorous coordination skills and is result focused

Should be able to work effectively under pressure

Proficient with Microsoft Office Suite

Very good aptitude for problem solving and good analysis skills

Has ability to learn new technologies & concepts and has capacity to take initiatives