ØTo proactively manage and monitor network performance on customers network round the clock(7x24) to meet customers' Service Level expectations.(Predominantly around 80% Shiftsare in US Business hours and late US business hours)
ØTechnical support and troubleshoot network platform issues including alarm and KPI monitoring (proactive and reactive)
ØInvestigation/diagnose network issues, triage and communicate event status and coordinate root cause analysis; mitigate/remediate complex technology fault conditions that span multiple production platforms and environments.
ØProactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators (KPIs).
ØConduct root cause analysis on network fault
ØTo effectively manage ISP’s and equipment vendors
ØTo articulate well with customer's technical and management staff on network issues (ex. Fault reporting, Status updatingand Handling escalation)
ØActing as single point of contact (SPOC) to AT&T customer for problem reporting
ØTaking care of incoming calls from AT&T customers, ISPs, and counterparts of other AT&T Centers
ØPerforming problem isolation and resolution, including verifying AT&T services, working with ISPsfor circuit related issue and carrying out internal & external escalation
ØScheduling testing tasks with ISPs, customer site personnel and other AT&T support centers.
ØFacilitating direct communication among customer, AT&T and suppliers by establishing conference meeting updating AT&T problem ticketing systems and other operation related tools
ØRequesting and Interfacing with AT&T Tiered supports and Service Management to address customer issues.
Required Skills, etc.:
ØDiploma in Information Technology/ Computer Engineering/Telecommunications or Equivalent Minimum 4 & maximum 6 years related experience in telecommunications industry and General knowledge in WAN.
ØCCNA Certified requiredand preferred CCNA Routing and Switching certifications.
ØNo less than 4-6 years of working experience, preferably on customer services interfacing with clients. The daily operation is mainly on phone and computer systems.
ØAble to attend shift work as per the roster developed by supervisor. CCNA certification is highly desirable, CCNP is Preferred other certification are optional.
ØExtensive hands-on experience in managing WAN networks and Cisco routers & switches Strong technical knowledge in WAN/LAN networking.
ØTroubleshooting WiFi issues, Cisco Meraki, Aruba
ØGood technical knowledge of telecommunication products and services
ØGood understanding of network & transport protocols/technologies such as TCP/IP,SNMP,METRO-E, GIG-E,SINGLE/MULTI MODE FIBER CABLE TERMIINATION & MANAGEMENT, E1, DS3, etc.
ØIndependent, self-driven and highly customer focused.
ØGood Interpersonal skill and able to work well in big team.
ØExcellent command of spoken and written English.
ØExcellent knowledge of WAN, LAN, IT infrastructure, and hosting to manage the IT operations Good knowledge on various Router, Switches. Load Balancers, Firewalls, Wireless technology, Access Points, WAN Circuits, SD WAN, Call manager, gateway etc
ØStrong understanding of IP networks, Routing protocols, Redundancy protocolsis required, ( BGP, EGIRP, OSPF)
ØStrong understanding of reduce protocols like HSRP, VRRP and GLBP
ØStrong understanding of Internet and Internet routing troubleshooting
Additional Preferred Qualifications:
ØBachelor of Information Technology/ Computer Engineering/Telecommunications or Equivalent
ØTechnical, Certifications, Preferred CCNP -Routing and Switching
Weekly Hours:
40
Time Type:
Regular
Location:
Bangalore, Karnataka, India
It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities.
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