Duties/ Roles & Responsibilities -

• Responsible to carry out the troubleshooting of Networks and Security Appliances
• End to end Implementation of network devices, related appliances, leased links
• Extend technical support to the Clients over email, portal, and phone
• Responsible for the uptime of the client infrastructure being managed/monitored.
• Ensure that the tickets raised per shift are closed as per SLA and if not then, escalate as per the escalation Matrix defined.
• Raise and also technically update the tickets in the ticketing system for all the issues handled/worked upon.
• Manage shifts and take-up escalations on daily issues handled/escalated in the form of Daily reports
• Work on the Service request  and Incidents
• Monitoring & Management of networks & appliances
• Ensure early resolution to the issues to meet SLA
• Ensure hardening & patching of devices meet compliance standards
• Following up with Vendors, Service Providers & Partners – hardware & software whenever required & resolve issues by minimizing downtimes
• Generation of various weekly & monthly reports
• Proficient in the documentation and use of document repository tools like Confluence
• Strict adherence to defined policies, processes, and procedures

Skills

Requirements

Skills Required --

• Hands-on experience on CISCO consisting of LAN & WAN switches & routers
• Hands-on experience on Cisco ASA, Checkpoint, and Palo Alto Firewalls.
• Hands-on experience in managing devices through CLI & GUI both
• Understanding the Enterprise level of Network Operations
• Profiles having networking experience in the Data Center industry at any given point in their career will be preferred
• Hands-on experience on Juniper or Checkpoint Must.