PRE-SALES CONSULTANT
HCLTech
- Noida, Uttar Pradesh
- Permanent
- Full-time
Purpose of Role: The role is to manage and oversee the 24x7 GNOC operations and to ensure NOC performance levels are maintained and AOI are timely identified and addressed.
The role is to Manage the Day to day Operations (BAU), to, Handling Escalated or High priority/visibility Calls, review the tickets and shift alignment.
Experience: Minimum 3.6 Years professional experience within RIM/Data communications environment, Have extensive experience in Cisco LAN & WLAN platform along with hands on experience of Cisco ISE & DNA, and Infoblox BloxOne (DDI) & SolarWinds.
Qualification: Bachelor s Science degree (preferably engineering related), ITIL certified with Good communication Skills both written and verbal. Hands on experience over enterprise level networks, capable of trouble shooting independently. CCNP Qualified preferred.
Job Description: Management of NOC staffing for 24x7 Operations, reviews and monitoring/scheduling, Mentoring the Team, people management, availability management, Information flow within the team. Oversee day to day
performance of NOC Operations and manage the SLAs across the projects.
Proactive monitoring of SM and monitoring tools to ensure SLAs are covered.
Reviewing current processes and procedures to ensure updates are instigated as appropriate
Keeping the documentation up to date with current procedures communicated by the Clients.
Identify repetitive issues/incidents and share the findings with client to get the RCA done for such issues.
Identify the opportunities to reduce rework and optimize team performance
Lead daily review call with the clients providing status update and report on exceptions.
Prepare and run monthly project overview for the performance of the project.
Proactively identify the problem areas work towards resolution with stake holders.
Identify areas to strengthen partnership with the clients and enhance business opportunity.
Handling and managing the Data Network L1, L2 & L3 Engineer s Team and High priority troubleshooting bridge calls.
Hands on experience to troubleshoot the network issues but not limited on Cisco devices.
Needs to maintain close relations with external & internal stakeholders.
Willingness to work on rotational shifts, hands on working experience on MS office like Outlook, Excel, word. Managing multiple monitoring screens.
Understanding of ITIL v3 process essential. Incident, Change & Problem Management (Planning & Execution). On - call Escalation. Ticket Quality. Process adherence & Security compliance.
(1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.