Networking Managed Services Engineer (L2)

Job Summary

The Networking Managed Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and restoring service to clients. The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). This role focuses on second-line support for incidents and requests with a medium level of complexity.This role may also contribute to / support on project work as and when required.

Job Descriptions

Key Roles and Responsibilities:

Proactively monitors the work queues

Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA

Updates tickets with resolution tasks performed

Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner

Captures all required and relevant information for immediate resolution

Provides second level support to all incidents, requests and identifies the root cause of incidents and problems

Communicates with other teams and clients for extending support

Executes changes with clear identification of risks and mitigation plans to be captured into the change record

Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift

Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management

Works with automation teams for effort optimization and automating routine tasks

Coaches Service Desk and L1 teams for technical and behavioural skills

Establishes monitoring for client infrastructure

Identifies problems and errors before they impact a client’s service

Leads and manages all initial client escalation for operational issues

Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items

Ensures all changes are carried out with proper change approvals

Plans and executes approved maintenance activities

Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles

Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort

May also contribute to / support on project work as and when required

May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills and Attributes:

Ability to communicate and work across different cultures and social groups

Ability to plan activities and projects well in advance, and takes into account possible changing circumstances

Ability to maintain a positive outlook at work

Ability to work well in a pressurized environment

Ability to work hard and put in longer hours when it is necessary

Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting

Ability to adapt to changing circumstances

Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Additional skills proficiency such as:

Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols:  BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor

Academic Qualifications and Certifications:

Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)

CCNP or equivalent certification

Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

Required Experience:

Moderate years of relevant managed services experience

Moderate level knowledge in ticketing tools preferably Service Now