About this role

• 8+ years of Experience.
• Skills/CTQ’s: Routing & Switching , CCNA Fortinet OR Meraki, Firewall
• Shift Timing: 12 hour shift (rotational) – (4 working days followed by 3 continuous days off)

Job Summary:

Perform daily tasks related to Network Operations Center. Work on incident and problem management, analyze daily alerts, tickets, mails, calls and look for repetitive issues. Hands-on experience in Cisco Traditional routers and Switches is required. Knowledge of FortiGate Firewall and Meraki switches is an added advantage

Essential Job Duties:

• Monitor systems using diversified tools to monitor performance and capability of Network / Internet Links and server alerts.
• Capable of Triaging / Troubleshooting problems within the defined areas.
• Tracking and documenting all defects and resolutions in detail through a designated ticketing system.
• Escalating complicated issues to management, other IT resources, third parties and/or vendors, as appropriate.
• Monitoring and Event Management for Servers, Networking equipment, Internet Links etc.
• Record incidents and correlate them with the events, Apply appropriate workarounds.
• Communicate and coordinate resolution with other support levels including third party partners and vendors.
• Providing information on components and services availability, capacity, and performance metrics.
• Identify and coordinate system malfunctions, to proactively monitor the health and status of Networking/Infrastructure related equipment’s.
• Triages problems quickly and provides on-call personnel with critical information in a quick, clear, and concise manner.
• Promptly responds to incoming communications (telephone calls, emails, instant messaging, etc.) & manage Communication Bridge to co-ordinate incident or problem resolution, maintenance.
• Function as a single/first point of contact for other Networking engineers for incidents and changes
• Assume other duties as assigned.

Essential Job Duties:

• Minimum 3 – 6 years of relevant NOC experience is required.
• Basic understanding of ITIL process, Incident and Problem management

Preferred Qualifications:

• Relevant technical certifications such as CCNA, Fortinet or Meraki Certification.
• Experience working with service providers and carriers.
• Experience working with event management, network and ITSM tools a plus

Education & Experience:

• Bachelor’s Degree in any discipline or related Information Technology which could include Computer Science or Management Information Systems (MIS)
• Experience working in a process-orientated workflow environment.
• 3-6 years’ experience in a network operations center or technical support role
• Customer service experience in an English-speaking organization

Knowledge/Skills/Abilities:

• Expert English skills; both written and verbal communication
• Good understanding of common IT infrastructure, practices, procedures
• Familiarity with ITIL Incident, Problem, and Change Management processes.
• Hands-On Experience in Cisco routers and Switches is required. Knowledge of FortiGate Firewall and Meraki switches is an added advantage.
• Availability to work weekends and holidays.
• Experience in NOC, support, or IT services industry.
• Strong analytical skills with proven problem-solving ability