Job Description

DesignationLEAD ENGINEERNo. of Positions1Experience2.5-5 YearsSkill (Primary)Data Center-Network Data-Network DataQualificationBE/B.Tech (Hons) (Posting).Work mode: Work from Office
Location: Bangalore/Hyderabad
Shift: It\'s a rotational basis and we would also expect our engineers to work on weekends, but they will get there two days off. So, we are providing a coverage from morning 6:30 AM till ten 10:30 PM night(First shift starts from 6:30 AM and last shift starts from 1:30 PM)Notice Period: Max 40 days.
Responsibilities
Your Responsibilities
Responsible for the customer support experience with Microsoft
Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (e.g. swarming)
Identify cases that require escalation (either technically or strategically)
Create and maintain incident management requests to product group/engineering group
Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/ engineer experience
Provide ramp activities, knowledge sharing, technical coaching and mentoring
Drive technical collaboration & engagement outside of CSS (Product Engineering teams/Services/Support/Regions)
Lead or participate in building communities with peer delivery roles; may be workload or specialty specificQualifications
Language Qualification
English Language: fluent in reading, writing and speaking.Required
Strong knowledge and understanding of TCP/IP protocols and OSI model
Experience with Infrastructure / Network Administration
Expertise troubleshooting large Network Environments and familiarity with packet sniffers: Wireshark or Network Monitor/Message Analyzer
Fundamental awareness of Private, Hybrid, Public Cloud, OS : Windows and/or Linux, Virtualization of SDN technologies
Knowledge and understanding of VPN, IPsec, DHCP, DNS, HTTP/s, MPLS/BGP/Layer3/Layer2
Hands-on experience of Proxy and FirewallAbility to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.Good to have : BGP , IPSEC , Azure will be valuable additions . The hired candidates will be trained on the Azure Products.
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

HCLTech