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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Telecom / ISP |
| Functional Area | Hardware / Telecom Equipment Design |
| EmploymentType | Full-time |
Our IP/Optical Networks business group (ION) includes IP, optical and network automation technologies and related services sold to our communication service provider customers as well as adjacent markets including webscale companies and enterprises. Our comprehensive wide area networking (WAN) solutions enable our customers to build and operate automated, secure, and high-performance networks at massive scale helping to interconnect people and things from any broadband access modality to and among - edge clouds, central clouds, the Internet, and other services and data centers. IP MPLS-TECHNICAL SUPPORT ENGINEERTAC teams provide customers with a variety of maintenance services, including but not limited to remote and on-site level 2 operations and maintenance support for complex networks including end-to-end multi-vendor, ensuring customer Service Level Agreements (SLAs) are achieved.Key Responsibilities: - Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the SLA. - Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on problems reported by customers. Escalate to subsequent support level as needed. Use and provide appropriate CARES and outage documentation, contribute to/review upgrade guides and other procedural documentation. - Act as Outage Manager by identifying the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations. - Provide pragmatic and effective recovery. Manage and communicate the related risks. - Provide appropriate follow-up to customers. - Supply input to and use the knowledge management tools. Proactively share knowledge. Ensure every trouble identified is adequately documented for tracking purposes and learning opportunities. - Identify and collaborate with knowledgeable internal resources to understand and resolve technical issues. - Interface with product business division (level 3/TEC Technical Expertise Center). Skills, Knowledge and Processes & Tools: Leadership Skills: Lead courageouslyLead with authenticityMake it happenMobilize teams and grow potential Functional Skills: AdaptabilityCommunicate clearly and conciselyCustomer focusDecision makingManaging executionNegotiating skillsProblem solvingVerbal communication Technical Skills & Knowledge Broad MultiVendor Product knowledge is must ( SR7x50, Cisco & Juniper Routings)Engineering background or equivalent experienceExperience in telecom technical domains ( working knowledge with Internet Service Provider s network)Product troubleshooting knowledge for a specific technology, Must be IP expert, minimum of 4-6 years of working knowledge in MPLS, MPLS Services(VPLS, VPRN) ,L2 switching, OSPF, ISIS, BGP, Multicasting, QOS, Basic Knowledge on Standards, RFCs. Certifications : SRC is preferred, Cisco and Juniper higher Certifications are must Processes & Tools :Knowledge of Technical Support processes. Knowledge of Technical Support tools: CARES, Knowledge Management, etc,
Keyskills :
internet service providermake it happenroot cause analysisproblem solvingservice levelcustomer focusroot causetechnical skillscustomer service