Administrator - L3

Job Description

Network Operations Center Engineer

What You'll Do

Our team is looking for a Network Operations Center Engineer who will help us maintain our reputation as a trusted partner. Responsibilities include:

• Work Schedule: Be willing to work in rotating shifts, including nights, weekends, and holidays, to provide 24/7 monitoring support.
• Incident Management: Execute the Incident Management Process, monitor strategy, and identify process improvements to ensure network quality.
• Root Cause Analysis: Assess, draft, and deliver Root Cause Analysis reports promptly to internal and external customers.
• Continuous Improvement: Contribute continuously to improving and achieving customer and global IoT Business Unit success.

Who You'll Work With

You’ll partner internally with your NOC counterparts and cross-functional peers in Customer Support and Engineering for network troubleshooting associated with Cisco’s IoT Network. You will also provide direct support to Service Providers to ensure service quality and provide feedback to our Executive Leadership Team.

Who You Are

You love to tackle complex problems using analytical thought to exercise discernment and identify innovative solutions. You enjoy collaborating in a team environment and use your interpersonal skills to advocate for improvement.

Basic Requirements

• Experience: Experience in a SaaS or hosted application service provider environment.
• Network Operations: Proven experience in network operations, monitoring, and troubleshooting.
• Communication Skills: Effective verbal and written communication skills to document incidents and communicate with cross-functional teams.
• Incident Management: Advanced knowledge of Incident Management and the roles of an Incident Commander.
• Problem-Solving: Strong analytical and problem-solving skills to identify basic network issues.

Preferred Requirements

• Education/Experience: BS in Computer Science or 5+ years of experience.
• Database Knowledge: Previous experience with SQL-like databases.
• Technical Skills: Working knowledge of SMS, mobile packet data, SS7 signaling, network switching and routing, load balancers, firewalls, and Kubernetes cluster management.

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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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