Job Description

rate :

• 12K/M, B2 band - 5+ years , Location : Pune / Hyderabad preferred

Design Engineer – Skills Summary Table

Primary / Mandatory Skills:

Secondary Skills:

Strong knowledge of routers, switches, WAN/LAN, TDM, VoIP, telecom and internetworking technologies
Experience with Oracle, SQL, Lotus Notes, and other RDBMS

Expertise in TCP/IP, routing protocols, transport protocols (UDP/TCP)
Experience with IPDS (Trend Micro, Snort, Cisco, Dragon, NFR, Manhunt, etc.)

Experience with Netrio Omnicenter (fault management)
Experience with SIEM platforms (Mc Afee ESM, CS‑MARS, QRadar, Arc Sight)

Network management tools for fault/config/performance/security
Familiarity with security appliances, proxies, gateways

Diagnostic tools: Sniffer, RMON tools
Understanding of malware attack strategies & network‑based threats

Ability to isolate/diagnose IT service problems
Ability to provide technical leadership & mentoring

Ability to interpret console messages & take corrective action
Experience with performance analysis & capacity planning

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Do

- **Ensure timely response of all the tickets raised by the client end user**

- Service requests solutioning by maintaining quality parameters

- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep

- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe

- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction

- Provide an acceptance and immediate resolution to the high priority tickets/ service

- Installing and configuring software/ hardware requirements based on service requests

- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations

- Provide application/ user access as per client requirements and requests to ensure timely solutioning

- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer

- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction

- Coordinate with on-site team for complex problem resolution and ensure timely client servicing

- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

		No
		Performance Parameter
		Measure

		1.

		100% adherence to SLA/ timelines

		Multiple cases of red time

		Zero customer escalation

		Client appreciation emails

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