JOB SPECIFICATION
Job Title: Assurance Engineer L2
Business: Enterprise
Function: GLOBAL SERVICE CENTRE
Sub Function: Assurance
Position Reporting to (Role): Assurance Manager
Location: Navi Mumbai,India
Role Summary :
The primary purpose of this role is for fault reception of technically escalated problems and diagnostics for Global com Data Clients. He will also be responsible for keeping customer informed about the progress of the fault and taking it timely resolution.
Duties and Responsibilities:
- Proactively monitoring customer networks via the use of our network tools
- Taking calls from customers
- Taking immediate corrective action to restore services
- Driving resolution through third parties such as carriers & maintenance teams
- Maintaining customer communications during the problem resolution
- Escalating issues in accordance with our procedures
- Conducting regular testing of networks and services in accordance with our processes
- Adherence and compliance to processes and tasks assigned/requested by management
Key Performance Indicators :
Compliance with Customer & our Notification Processes
Ensure all Down Services are notified to customers and management in accordance with documented procedures.
Ensure all site notification details are checked and corrected at time of fault
Ensure NMC Manager updated on any issues affecting compliance with process
Participate in a Continuous Improvement Culture.
Compliance with Customer & our Escalation Processes
Ensure all Down Services are escalated in accordance with documented procedures.
Ensure all Major Events are Identified and managed according to the documented procedures
Ensure Shift Team Leader/Assurance Manager is updated on any issues affecting compliance with process
Use initiative to drive the correct outcomes in all instances
Remedy Tickets updated
Ensure all tickets assigned to you are updated regularly.
Ensure all tickets are updated in compliance with the Vanco standards
Ensure Shift Team Leader/Assurance Manager is updated on any issues affecting compliance with process
Use initiative to drive the correct outcomes in all instances.Contact with Others :
Internal Communication across the business within Assurance, Service Management, Service Desk, provisioning, CRM, Implementation and documentation teams.
External Communication with carriers, equipment suppliers and third party vendors for field support.
Total size of the team: 15
Qualification & Experience :
Educational / Academic Qualification Essential: B.E/Btech
Desirable:
Professional Certifications / Additional Qualification Essential: CCNA , CCNP 2 papers
Desirable: ITIL
Experience(Min. years) 5 years
Other Criteria(If not addressed above) 2 -5 yrs of experience in a WAN technical support role which encompasses a technical first line or second line position
Candidate Specification:
Possess Bachelor’s Degree
Excellent telephone/Customer service skills
Cisco and Microsoft Network Understanding
CCNP Certification(Composite Paper-Routing & Switching)
Excellent written and spoken English
Other languages advantageous
Technical/Functional Skills: ( Use "E" to denote Essential and "D" for Desirable)
Comfortable with Cisco IOS and XDI.
Able to troubleshoot on various Cisco router platforms from c837s to c7200s.
Able to troubleshoot on various Cisco switch platforms from c2950s to c6500s.
Able to navigate CCO effectively and utilise the online resources available to resolve an issue.
Understands basic Microsoft Windows networking.
Understands basic Linux/Unix networking
MPLS, ASDL (PPPoA/PPPoE/RFC2684), ISDN, PPP, POS, Frame Relay, HDLC, FastEthernet/GigabitEthernet, IP, GRE tunnels, BGP, EIGRP, DHCP, HSRP, VLANs, Trunking, QoS, ACLs/CBAC/IPS, VoIP (preferred).
Competency & Behavioral Skills: ( Use "E" to denote Essential and "D" for Desirable)
Analytical & problem solving skills.
Customer Focus
Team Player
Problem Identification
Proactive approach
To apply for this position, please send your updated CV to careers@globalcloudxchange.com with “open position” in the subject line.
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