Job Description

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 pro cesses for specific customers supported by the team Understand ITIL framework (Event, Incident, Change & Problem Management). Collaborate with peers and cross-functional teams Participate in regular synch ups & Team meeting s. 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 level knowledge and skills on En terprise 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 proactive incidents as well as reac tive 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 multipl e 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 operati ons, 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 engin eers 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 network connections and handling se rvice requests are managed by different teams. .

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

Job Type

SUBCONTRACT

Location

BANGALORE

Mandatory Skills

• Cisco Access Routers