Senior Analyst

eClerx · Mumbai

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Essential Job Functions

Provide technical lead on network management systems and performance monitoring tools
Provide technical support for multi-vendor Routers and switches.
Resolve remote connectivity issues on links and modems in a timely manner.
Maintaining network configuration data and backups for all Remote connectivity implementations and equipment.
Support and maintain network stability
Provide technical support via telephone or e-mail to field personals and vendors
Resolve technical problems through personal knowledge, research or teamwork.
Escalate cases to the appropriate skill level in line with defined procedures in order to ensure timely resolution of service level agreements and maintain customer satisfaction.
Coordinate onsite visits and parts ordering with Zayo and third-party field teams.
Meet productivity and quality targets
Help and support other members of the team through sharing of information and effective team working
Diagnose and resolve software hardware connectivity problems.
Manage and deploy software upgrades to production network equipment as required.
Responsible for opening, updating and closing customer and event specific trouble tickets, monitoring NOC e- mail inboxes and creating FCC outage notifications.
Executes maintenance method and procedures (MOPs) associated with NOC driven approved change management request activities
Assists in outage root cause analysis, process improvement initiatives, and automation
Perform other duties as assigned or required

Education/Certifications

Bachelor’s degree in Computer Science Engineering or related degree or equivalent experience and/or technical training in electronics

Experience/Minimum Requirements

Three (3) to five (5) year of related work experience
Basic understanding of network security principles and concepts. (Including VPN)
TCP/IP and Networking troubleshooting
Knowledge of wireless telecommunications network management systems
CCNA certification preferred

Other Skills/Abilities

Excellent sense of personal accountability
Excellent communication skills.
Excellent customer service skills
Knowledge of transport and transmission systems relevant to SONET, OCx, and asynchronous signals, or Ethernet and IP Services.
Strong problem-solving skills
A strong team worker and communicator with the desire to talk to field engineers and technicians
Proficient with Microsoft Office and the ability to learn specialized system tools
Skilled at completing tickets for maintenance purpose
Ability to multi-task in a fast paced environment
Detail oriented with strong written and verbal skills
Self-motivated with the ability to make critical decisions
A strong team worker and communicator with the desire to talk to field engineers and technicians.
Knowledge of wireless communications a plus
ITIL knowledge a plus

Position Title: NOC Technician Responsible for monitoring either SONET, DWDM, and IP-MPLS network and environmental alarms from a centralized Network Operations Center (NOC) ensuring high availability and attainment of service levels. Detects and analyzes alarms to provide basic to moderate fault isolation and remote troubleshooting, escalating if necessary. Provides Tier 2 support and services. Interface with field personnel and work with internal resources to ensure company’s network and circuits uptime is according to service level agreements. Be a technical lead on network management systems and performance monitoring tools and escalate issues as needed. This position will require limited off hour and/or on call to support team goals.

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