Job Description

Project Role :

Application Tech Support Practitioner

Project Role Description :

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills :

Network Infrastructures

Good to have skills :

NA

Minimum

12

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure our world-class systems operate seamlessly. You will define client issues accurately and leverage your extensive product knowledge to design effective resolutions, ensuring a high standard of quality in all interactions and solutions provided. Roles & Responsibilities: o The GNO Lead is responsible for overseeing the daily operations of the Network Operations Center team, ensuring monitoring, analysis, and escalation of incidents and service requests. o Lead a team of NOC engineers in 24/7 monitoring of network infrastructure that includes LAN, SD-WAN, Wireless LAN, Voice and Security domains. o Provide technical guidance, ensure standard procedures are followed for fulfilling service requests and managing incidents, coordinate incident response, and ensure SLAs and KPIs are met. o Serve as the point of escalation for technical issues and incident resolution. o Ensure accurate documentation of incidents, problems, and changes following SOP's. o Monitor performance metrics and KPIs, identifying trends or anomalies. o Coordinate with other teams (e.g., Service Management, Tools, Global Server Operations, Project Management). o Provide coaching, training, and performance feedback to NOC staff. o Create and maintain NOC procedures, shift handover documentation, and operational runbooks. o Participate in change management, disaster recovery testing, and business continuity planning. o Ensure compliance with SLAs and operational standards. Professional & Technical Skills: o Strong technical knowledge/expertise in Routing, Switching, Wireless and Security. o Strong background in vendor products: Cisco, Fortinet, Palo Alto, Arista, F5 etc. o Experience with tools like SolarWinds, ServiceNow, Cisco DNAC, Thousand Eyes. o Strong verbal and written communication skills. Additional Information: - The candidate should have minimum 12 years of experience in Network Infrastructures. - This position is based at our Bengaluru office. - A 15 years full time education is required.




15 years full time education