The engineers are primarily responsible for managing any incidents along with
technical support team and perform below mentioned activities:
End-to-End responsibility for Incident Handling- Incident Notification, Incident
escalation and Incident Communication, Incident Closure as per mutually agreed
incident management process, update knowledge base based on incident resolution
and root cause.
Basic troubleshooting to be carried out by the engineers and also ensure log
collections for Cisco products installed at Client offices globally.
Facilitate problem resolution for reported technical issues based on a reactive model.
Support customer for activities of event, incident, problem and change management.
Help to determine whether appropriate resources are being applied to reported
technical issues.
Facilitate problem resolution for reported technical issues based on a reactive model.
Coordinate for RCA and ensure problem management.
To perform any configuration changes as approved through change control process
Leading any planned scheduled maintenance drills
Identifying and initiating any corrective action for deviations as identified during
monitoring or preventive maintenance.
Plan and coordinate any configuration changes for all DC devices
Conduct a thorough audit on all devices to identify current configurations for syslog,
SNMP polling and Traps across critical DC devices, compare this with monitoring
best practices for various Cisco device families deployed, highlight gaps and
accordingly fine tune monitoring policies across DC devices.
Plan, manage and implement any software update for all network devices across
global inventory. To support all new implementation activities.
To publish Weekly, Monthly and Quarterly Reports. The Monthly and Quarterly
reports on Incident Management, Change Management, Preventive Maintenance,
Service Request Handling and Daily Operations Tasks based on mentioned SLA
Parameters to be sent as per defined frequency
Good communication skills, fluency in Oral and Written English.
Engineers to possess good knowledge in Routing & Switching; In addition to R&S,
they should have knowledge in either of these technologies:
Wireless and DNAC
Nexus/ACI/UCS or
Security.
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