Lead Administrator - L2

Job Description

 

Role Purpose

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations

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Job Title: Networking Problem Manager

Job Summary: Problem Management for managing the lifecycle of all network-related problems, ensuring they are reviewed and resolved within established service levels. The primary goal is to prevent network incidents and minimize the impact of those that cannot be prevented.

Roles & Responsibilities:

• Problem Identification and Analysis: Identify and analyze network problems to determine root causes and implement corrective actions.
• Incident Management: Collaborate with the incident management team to resolve network incidents and prevent recurrence.
• Root Cause Analysis: Conduct thorough root cause analysis for network issues and document findings.
• Problem Resolution: Develop and implement solutions to resolve network problems and improve network performance.
• Monitoring and Reporting: Monitor network performance and generate reports on problem management activities and outcomes.
• Continuous Improvement: Identify opportunities for process improvements and implement best practices in network problem management.
• Collaboration: Work closely with network engineers, IT teams, and vendors to resolve network issues and enhance network reliability.
• Documentation: Maintain detailed documentation of problem management processes, procedures, and resolutions.

Qualifications:

• Experience: Proven experience in network management, problem management, or a related role.
• Certifications: Relevant certifications such as ITIL, CCNA, or CCNP are preferred.
• Skills: Strong analytical and problem-solving skills, excellent communication and collaboration abilities, and proficiency in network monitoring and management tools.

 

Technology:

•            Familiar with the various aspects of operating telecom networks: technical, procedural, team working, and customer focus

•            Knowledgeable in Cisco networking equipment and wireless network

•            In-depth knowledge in networking, switching, routing and troubleshooting

•            In-depth Knowledge in WLAN technology – Aruba and Cisco

•            In depth Knowledge in SD-WAN technology

•            In depth Knowledge in WAN technology (BGP, MPLS,OSPF)

•            In depth knowledge of RCA investigation

•            Working Knowledge of F5 Load balancer, Proxy and Infoblox

 

 

Desired Skills:

• Knowledge of ITIL best practices in problem management.
• Experience with network performance monitoring and troubleshooting.
• Familiarity with network security principles and practices.
• Ability to work under pressure and manage multiple priorities.

Mandatory:

• 10+ years of core Enterprise Network experience.
• CCNP Certification mandatory.
• Expectation of 70% technical and 30% process handling.
• 5 days office with General shift.

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Team Management

• Resourcing
  • Forecast talent requirements as per the current and future business needs
  • Hire adequate and right resources for the team 
  • Train direct reportees to make right recruitment and selection decisions 
• Talent Management
  • Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness
  • Build an internal talent pool of HiPos and ensure their career progression within the organization
  • Promote diversity in leadership positions
• Performance Management
  • Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
  • Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team 
  • Exercise employee recognition and appreciation 

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Deliver

No	Performance Parameter	Measure
1	Operations of the tower	SLA adherence Knowledge management CSAT/ Customer Experience Identification of risk issues and mitigation plans Knowledge management
2	New projects	Timely delivery Avoid unauthorised changes  No formal escalations

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