Job Description

The Global Network Services Support team has responsibility for implementing and supporting Sitel Global Network and Security. As a member of this team, your primary focus will be to handle the Network outage calls.

This position is part of a 24x7 Global Team with peers in Mumbai.

In addition to incident support the Network Engineer will be responsible for:

• Manage P3 to P5 service requests.
• Document reason for outage.
• Planning and performing upgrades to firmware and IOS.

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

Education (if beyond High School or equivalent):

• Preferred - Bachelor in Engineering - Computers / Electronics / Communication or related field, Graduate/Post Graduate in Science/Math/IT
• Cisco Certified Network Professional (CCNP) would be added advantage.
• Related experience with relevant technology certifications
  

Experience Target (in this job or a related function/field):

• 5 - 7 years of experience in Network and/or Network Security

Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)

• Excellent English written and verbal communication skills with specific focus on technical and operational documentation
• Strong interpersonal and problem solving skills
• Excellent customer service, analytical and organizational skills
• Willing to work in 24x7 rotational shift
• Ability to take initiatives for individual projects as well as work in a team environment

Skills: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)

• Strong interpersonal and problem solving skills
• Thorough understanding and knowledge of network operating systems, network equipment and networking protocols
• Well Knowledge / Experience in Content Filtering of Cisco WSA
• Network installations, implementations and configurations (Main vendor is Cisco Systems)
• Well knowledge/experience on Cisco Firewalls (ASA, FWSM) and Cisco IPSEC and IPS Modules/Appliances
• Well knowledge/experience on the IOS (as, IOS-XR / IOS SR & SX)
• Well knowledge/experience on routers and switches (as, Cisco7600,ASR 1000, ISR/ Cisco6500, Cisco Nexus)
• Knowledge/experience on the network and server load balancers (F5 )
• Knowledge/experience on any Network Management System such as Solarwind, Network Flow and Splunk
• In-depth trouble shooting and problem analysis skills
• Well knowledge/experience on the routing protocols (OSPF, EIGRP ,BGP)
• Layer 2 protocols including, VSS, VPC and Spanning Tree
• Experience with common LAN, WAN, and Datacenter architectures
• Wireshark/Sniffer analysis / Ripper / NMAP
• Experience with troubleshooting complex technical issues which may include multiple technical platforms.
• Ability to evaluate technological needs and recommend appropriate solutions using standards and best practices
• Understanding of how to escalate issues with vendor partners to drive resolution.
• Demonstrated ability to make critical decisions, under pressure, to resolve technical issues.
• Ability to communicate technical information to a less technical audience which may include senior leadership.
• Creation of MOP/SOP and responsible for change management
• Responsible for technical documentation of customer network and updating internal knowledge database

Special Certifications (if appropriate-identify if required to perform the job or just preferred):
Industry certifications (can be used in place of a university degree)

• Cisco certifications - CCNA Cisco Certified Network Associate or CCNP Cisco Certified Network Professional
• Check Point Certifications - CCSA, CCSE, CCSM, etc
• F5 - Admin, Technical Professional, Certified Specialist
  

Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues):

Not Applicable for this position (NA)

Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above.

Essential Functions : (describe job responsibilities necessary to achieve the position\'s purpose)

Importance

Essential Functions and Duties

Approximate % of Total Job

1

Address issues proactively for priority 1 & 2 incidents and ensure resolution in timely manner.

60%

2

Support and Manage P3 to P5 tickets, assigned Project and Operation tickets to the respective vertical engineer and follow up for closure.

30%

3

Maintain systems, system documentation, processes and procedures.

10%

Other Functions : (describe job responsibilities important to the job but not necessary to achieving the position\'s purpose)

Importance

Other Functions and Duties

Approximate % of Total Job

1

2

Decision Making Authority: (describe the authority permitted by the job by indicating examples that illustrate the types of independent decisions expected by the incumbent and the types of decisions expected to be recommended)

Independent Decisions Expected

Recommendations Expected

• Determine fix actions
• Determine when to escalate to next tier engineers and leadership

• Process improvement
• New technology

Physical Demands : (describe physical movements and abilities required to perform the job (e.g. ability to lift boxes weighing up to XX pounds)

NA

Working Conditions : (describe the environment in which the position will be working (e.g.normal office environment)

Working in an office environment in a NOC room with other peers

Work area will be a desk for an Nine hour shift

Leveraging a computer with multiple monitors

Secure environment requiring key card entry

About Foundever

Foundever\xe2\x84\xa2 is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we\'re the team behind the best experiences for +750 of the world\'s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.