Subject Matter Expert (Support&Ops)

Job Summary

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA

2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.

3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning

4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced

5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

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Other Requirements

ob Description • Strong knowledge of LAN/WAN infrastructures, topologies and protocols.

• Strong knowledge of current IT infrastructure trends.
• Strong knwoledge and experience on Wireless and DNAC (Catalyst Center) • Knowledge of Ansible, Thousand eyes, Splunk Tool • Mastery-level understanding of network management frameworks.
• Knowledge and experience with the following specific product sets: Cisco routers and Switches including Nexus product line.
• Responsible for EIGRP, OSPF, MPLS and BGP routing protocols as well as traffic shaping and packet prioritization.
• Strong understanding of Cisco wireless technologies.
• Monitor and track network performance to determine problem areas and proactively develop solutions • Knowledge of Infiniband and HP c7000.
• Must have experience in designing and deploying large scale network setup.
• Configuring and troubleshooting 802.1Q VLAN trunking • Configuring and troubleshooting L2 domains with PVST+ and 802.1w with 802.1s for rapid Spanning Tree, and Ether channel using LACP ,PAGP & HSRP FHRP protocols • Configuring and troubleshooting Multi-VRF Enterprise network • Configuring and troubleshooting LAN Switching including Cisco Catalyst/ Nexus family of blades and switches.
• Configuring and troubleshooting IPSEC site-to-site VPNs, DMVPN.
• Desirable: Hands-on experience in configuring and monitoring network equipment, including Cisco WAN routers, LAN switches, load balancers, SNMP managers, and protocol analyzers.
• Desirable: Experience in Cisco IOS Platform " Support Enviornment 24x7