Job Description

12 C3 SRs for CMS requirement All CMS team members are expected to add value in the following areas: Understand and meet customer agreements (SLA commitments). Follow and participate in the improvement of established team processes. Adhere to outlined processes for specific customers supported by the team Understand ITIL framework (Event, Incident, Change & Problem Management). Collaborate with peers and cross-functional teams Participate in r egular synch ups & Team meetings. Actively share develop innovation and automations for continued improvement Specific to the role of CMS Incident Engineer I, responsibilities may include: Should be good with basic to advanced l evel knowledge and skills on Enterprise Networking (Routing & Switching). Is responsible for being the first point of contact for our customers engagement (phone, email, or chat) Is responsible for monitoring the incident bin for proa ctive incidents as well as reactive incidents. Troubleshoot incidents on a priority basis within customer network environments Proactively engages tier II support on complex issues that may require higher level of technical support & access. Manage multiple issues simultaneously in high pressure environment by screening, prioritizing, resolving, and managing all incoming internal and external communications, e.g., e-mail, phone calls, etc. with agreed SLA s # Support is based out of BLR, 24x7 operations, for the following: o Routing and Switching o Wireless o Collab o Webex, and o End to end network connectivity across HSBC presence in 56 countries # Support requirement is specific to Tier1 incident support # CCNA level experienced network engineers with CCNA mandatory certification and ITIL aligned(1-2 yrs exp, but no campus minds allowed straight from Kalinga training). Team will only be working on break-fix issues (incidents). Monitoring of devices and netw ork connections and handling service requests are managed by different teams. .

Job Requirements: Cisco Access Routers, Cisco Access Switches, Access Switch Administration, Monitored Network

Job Type

SUBCONTRACT

Location

BANGALORE

Mandatory Skills

• Cisco Access Routers