- Single Point of Contact for our customers and be available all operational events and escalations.
- Driving 24/7 Day-2 team on technical grounds to align with customer expectations and contracts.
- Knowledge on Core products and technologies of Cisco is a must
- Knowledge on Aruba Clearpass, Fortinet & Palo Alto Firewalls are preferred experience.
- Planning, Monitoring and Delivery of operations tasks timely and successfully
- Understand the support contract types for each customer and deliver service based on their agreed scope and SLA
- Understand the process and practices related to support Tools, Templates and Standard Operating Procedures.
- Building relation with vendors and partners for product support problems and managing customer expectations accordingly.
- Driving all escalations on technical grounds and manage customers accordingly for the resolutions.
- Maintain team bonding with all the support engineers and mentoring on support delivery.
- Build and develop standard operating procedures, technical documentation, knowledge base.
- Ability to conduct postmortem and root cause analysis to clearly identify the issue and develop prevention plan/strategy is a key requirement.
- Proficient in producing RCA and IR reports for all high severity/priority incidents and presenting customer with confidence.
- Involve actively with cross-function teams to engage and co-ordinate to represent Logicalis as One and improve support functionality.
The Individual and their Experience:
- Minimum 8+ years of relevant experiences in Networking technologies with not les than 5 years of experience in Network Operations as a Lead.
- Intermediate level of understanding on Networking concepts and experience with multi-vendor networking devices such as routers, switches, firewalls, NAC, etc.
- Proven track record of leading operations and customer management with effective communication and presentation.
- Strong, smart-working attitude with ability to work well under pressure and high demanding customer environment during crisis.
- Ability to clearly articulate technical issues to both technical and non-technical audiences, executives and explain their impact on business both Logicalis and customer management.
- Out-of-box thinking is mandatory during escalations to manage customer, vendors, technical teams for setting right expectations and finding quick resolutions.
- Proficient in communicating and written skills in English
- Proficient in writing Incident Reports, RCA and general reporting for QBRs.
- Candidate with CCNP or equivalent technical certification.
- Candidate with ITIL Foundation certified.
By submitting your application, you would have deemed to have given consent and have read through the DP notice for Job Applicants here: https://ap.logicalis.com/sites/default/files/2022-10/PIMS-A7.3-01%20Attachment%20I%20DP%20Notice%20for%20Job%20Applicants_updated9sept22.pdf
