This is a challenging role requiring the successful individual to partner, coordinate and drives progress across global teams and different business areas as well as partner closely with key stakeholders and colleagues around the firm. This also presents an excellent opportunity to join a market leading organisation and business area and play an active part in driving the long-term development of the function in an area that is key to the future success of the financial services sector and at the heart of industry development and regulatory focus.
Job Summary:
Responsible for: network operations, incident resolution and request fulfillment, capacity management, coordination with vendors, reporting, documentation, troubleshooting, and resolution of reported and detected faults. Performs effective maintenance to the equipment to prevent faults from occurring; cooperation with internal teams and external service providers.
Responsibilities
Monitor and ensure network uptime and SLA compliance for the global network.
Maintain, monitor and support enterprise network operations.
Act as the first line of support for Network issues.
High and low severity tickets (Incidents, Requests, Problems) triage, troubleshooting, resolution and escalation
Resolve internal customer issues and work closely with customers and vendors until resolution.
Perform level 2 network support in case of RMA such as configuring switches, routers, and other network devices.
Perform troubleshooting and health checks, configuration modification, and upgrades
Vendor management, cooperation and escalation for ISP’s and OEM’s to support the infrastructure.
Follow network configuration and design principles
Ensure that monitoring, CMDB and asset repositories are up to date.
Actively works in performing network devices and components monitoring and resolving monitoring events.
Document and publish approved KB articles, work instructions and procedures for internal reference
Notify customers in the event of an incident and maintenance activity.
Incoming email communication This includes activating the conference bridge and coordination with the cross-functional team.
Responsible for support coordination and timely escalation to other teams
Willing to work in multi-national team and 24×7 operation to cover different time zone.
Qualification & Skills
Bachelor’s degree or equivalent combination of education and related work experience
Basic knowledge of ServiceNow and ITIL process to understand the Incident, Request & Change process.
Understanding and experience in ticket prioritization and management.
Demonstrable experience in supporting global network infrastructure (troubleshooting, operations, configurations)
Demonstrable experience in troubleshooting on various OSI levels.
Intermediate knowledge and experience of routing and switching protocols (OSPF, BGP, STP, VLAN, etc.) and network hardware (switches, routers, firewalls, etc.) Juniper preferred.
Hands-on experience in production network configuration changes
Experience in network monitoring configuration and use of packet capture tools.
Basic understanding of security best practices concerning all aspects of the network (PAN Firewalls, Cisco ISE, Global Protect, SSL, IPsec, Dot1x).
Experience in troubleshooting wireless networks (standards, security, radio placement, etc). Cisco Meraki preferred.
Basic knowledge and understanding of load balancers and firewalls. F5 and Palo Alto preferred.
Where will you be working?
Bangalore
Being @ Helius
At Helius, each day is about being – a professional, and a person. ‘Being @ Helius’ represents our core promise to all current and future employees. It’s the characteristic that we want to be associated with as an employer, and at the heart of every employee experience. Being @ Helius inspired by working alongside the most talented people in the industry, and delivering imaginative new solutions that are redefining the future of finance.
Being @ Helius, impactful by having the opportunity to work on cutting-edge projects, and being valued for who you are.
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