Handle customer tickets (interrupt) and auto-generated tickets (incident). ● Execute low to medium complexity projects and changes in Corp Network. ● Handle the business escalation process within SLOs. ● Handle escalations from Junior NOC (Tier I). ● Follow the approved MoP for all troubleshooting and when executing any changes in the network. ● Provide primary on call support. ● Document incident report, postmortem and lessons learned. ● Experience with routing and switching technologies and protocols including TCP/IP, IPv6, BGP and OSPF ● Knowledge in Firewalling concepts ● Expert knowledge in IPv4 addressing & subnetting. ● Experience with Enterprise and Service Provider network hardware platforms and architectures, ● Experience working with Service Provider Teams for faults with WAN Circuits. Credentials and Experience ● Industry standard certifications : Required CCNA / JNCIA, Preferred (CCNP,, JNCIP, JNCIS). ● 4-5 Years' experience in Network Operations teams. Knowledge, Skills, Abilities: ● Good oral and written communication skills, ability to articulate network issues. ● Strong LAN & WAN troubleshooting skills. ● Juniper & Cisco hardware experience. ● Knowledge of TCP/IP fundamentals and commonly-used network protocols (MPLS, IPv6, OSPF, ● BGP). ● IPSec VPN & GRE tunneling. ● Knowledge of network standards and practices. ● Experience in dealing with users. ● Strong knowledge of network troubleshooting tools, and monitoring platforms. ● Maintain a high sense of urgency while staying cool under pressure. ● Team-oriented, quick learner and adaptable to changes.
