Administrator (Support & Operations)

Job Summary

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

7 to 11 years of experience in enterprise network environment support and network operations. Provide in-depth technical support to customers through CISCO and other OEM of network domain. Technically aware customer service engineers who demonstrate excellent customer care skills. Cooperating with internal higher level network designers. Provide service improvement input wherever possible. May do proactive risk management Provide support on escalated issues and critical core technical jobs and coordinate with the OEM for escalated issues. Working on Amazon & Azure Cloud Network Security will be an additional advantage

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.

2. To provide support for on call escalations and doing root cause analysis of given issue.

3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.

4. To independently resolve tickets within agreed SLA of ticket volume and time.

5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

Technical skills: Excellent hands-on experience on the following technologies : Routing protocols MPLS EIGRP, OSPF, BGP, IWAN LAN Switching ACI VLAN, VTP, STP, Ether-Channel, CoS WAN MPLS, MPLS/VPN, MPBGP TCP/IP protocol suite, Quality of Service Application protocols HTTP, HTTPS, FTP, SMTP, SNMP, SSL etc. Network Security IPSec VPN, AAA Architecture, TACACS+, RADIUS Data Center Architecture Network, DNS/DHCP/Proxy Excellent hands-on experience on the following products: Cisco L3 & L2 Switches Cisco Nexus 9K/7K/5K/2K Series of switches Cisco IOS Software and NX OS Software Wireless LAN technologies – Cisco and Aruba Central (Preferred) SDAWAN – Velo Cloud (SDWAN Architecture, Edge device configuration, Tloc, OMP) Firewall – Palo alto, Zscaler (Preferred) Whitelisting/SSL Bypass Device Monitoring Tool – Solar Winds/Backup WAN Acceleration/optimization Riverbed Application Load balancers F5 Big IP LTM/GTM or Citrix Net Scaler VMWare NSX Network Management tools – Infoblox, Net Scout, Dynatrace, Splunk

Other Requirements

Excellent communication and presentation skills. Must be able to clearly communicate with the customer and be able to present solutions to customers Must be open for 24x7 availability.