The Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions. The Engineer is responsible for managing tickets of low to high complexity.
Key Roles and Responsibilities:
- Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational.
- Perform necessary checks, apply monitoring tools and respond to alerts.
- Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
- Assist in analyzing, assigning, and escalating support calls.
- Investigate third line support calls assigned and identify the root cause of incidents and problems.
- Report and escalate issues to internal team and 3rd party vendors if necessary.
- Provide onsite technical support to clients and provide field engineering services to clients.
- Conduct a monthly random review of incidents and service requests, analyze and recommend improvement in quality.
- Provide continuous feedback to clients and affected parties and update all systems and/or portals.
- Proactively identify opportunities for work optimization including opportunities for automation of work.
- Monitors client infrastructure and solutions
- Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
- Investigate first line incidents assigned and identify the root cause of incidents and problems
- Fulfil approved requests following agreed procedures
- Provide telephonic or chat support to clients when required
- Execute approved maintenance activities including patching and configuration changes
- Follow the required handover procedures for shift changes to ensure service continuity
- Ensure the efficient and comprehensive resolutions of incidents and requests
- Proactively identify opportunities for work optimization
- Update existing knowledge articles or create new ones
- Identify opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution and other general process improvement opportunities.
- Will be responsible for monitoring and maintaining all network devices/links at the data centres/ disaster recovery sites and branch locations (Network devices and link management).
- Fault Management for Network related issues at DC/DR site: trouble ticket initiation, follow up problems till resolution and escalation (if required).
- Perform network related changes on network devices as per role and accessibility.
- Provide inputs to L2 engineers for issue resolution, consulting, IT infrastructure planning and change management.
- Coordination with service providers - BSNL and all other service providers.
- Coordinate with various telecom service providers as an authorized representative for all activities of the Bank with regard to all kinds of activities related to links, such as commissioning / shifting / migration / bandwidth upgrade / media changes / billing / decommissioning etc. in coordination with NOC team.
- Provide daily report of device health status and configuration changes.
- Maintain the inventory of network devices of DC/DR network - Asset management.
- Shall coordinate and schedule maintenance activities as per bank’s requirement - Limited to NOC operations.
- Participate in DR drills.
- Should keep updated Architecture diagram of DC/DR including LAN ports details.
- Responsible for managing configuration changes based on user request and to resolve assigned tickets/alerts on all network devices of the bank.
- Shall coordinate and schedule maintenance activities as per Customer requirement - Limited to NOC operations.
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.
Academic Qualifications
- Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience).
- CCNA Certified.
Required Experience:
- Demonstrated work experience.
- Demonstrated experience required in Engineering function within a medium to large ICT organization.
- Demonstrated experience of Managed Services.
- Demonstrated working knowledge of ITIL processes.
- Demonstrated experience working with vendors and/or 3rd parties.
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