Network Engineer (L2) – SDWAN needed at NTT Ltd.

This role may also contribute to / support on project work as and when required.
What you’ll be doing

Key Roles and Responsibilities:

• Proactively monitors the work queues
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
• Updates tickets with resolution tasks performed
• Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner
• Captures all required and relevant information for immediate resolution
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
• Communicates with other teams and clients for extending support
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record
• Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
• Works with automation teams for effort optimization and automating routine tasks
• Coaches Service Desk and L1 teams for technical and behavioral skills
• Establishes monitoring for client infrastructure
• Identifies problems and errors before they impact a client’s service
• Leads and manages all initial client escalation for operational issues
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
• Ensures all changes are carried out with proper change approvals
• Plans and executes approved maintenance activities
• Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles
• Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort
• May also contribute to / support on project work as and when required
• May work on implementing and delivering Disaster Recovery functions and tests

Academic Qualifications and Certifications:

• Bachelor’s degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
• 4 – 6 years working as a SDWAN Engineer.
• CCNA, CCNP or equivalent certification
• NSC Certification 4 and 5 is a must
• NSC Certification 6 and 7 would be advantageous
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)
• Additional skills proficiency such as:
• Pulse Secure SSL VPN / Virtual Juniper, Palo Alto,
• Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers /
• Cisco ACS, ISE / Meraki switches and access points /
• Enterprise network architecture /
• Common routing protocols: BGP,OSPF, EIGRP / Network address translation.
• Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits /
• Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor

Required Experience:

• Moderate years of relevant managed services experience
• Moderate level knowledge in ticketing tools preferably Service Now

Knowledge, Skills and Attributes:

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.