Specific Accountability
Works across multiple Service Delivery Teams
Specialisation:
Software Development
Test
Support
Network
Security
Application
Platform
DevOps
Cloud
Data
Database
Infrastructure
Qualifications & Experience:
• 5-10 Years of Experience in Software Development Life Cycle or Service Management (e.g. Incident, Problem, Change, Configuration, Availability, IT Continuant Management)
• Deep expertise in 1 or 2 technology stacks and ability to quickly learn new technologies
• Ability to coach and guide the team of Engineers or other Service Management Staff
• Ability to identify requirements and create a solution architecture that meets identified requirements
• Ability to analyze the solution or processes (including, but not limited to Service Management) and offer ways to simplify it
• Proficiency in troubleshooting software or infrastructure issues, troubleshooting using tools or debugging a large codebase
• Improves team operation practices by incorporating best practices
• Successfully launches new features or re-architects old features. Begins to balance technology with business value
• Provide specialized hardware/ software/ network problem diagnosis/ resolution for customer’s Network.
• Knowledge on cloud networking (AWS and AZURE)
• Knowledge of AWS and AZURE architectural principle and key networking services such as AWS Global Infrastructure, VPC, S3, EC2, Route 53, Transit Gateway, Direct Connect.
• MS Azure VNET, VNet-Peering, Private Link, vWAN, Express route, Firewall, Load Balancer.
• Plan and execute in depth technical activity, influencing the direction of activities/plans and providing technical insight and guidance to others
• Investigate and help resolve issues on customer’s network and IT estates using agreed troubleshooting methodologies
• Manage support cases to enable fast resolution that exceeds our customers’ expectations
• Using the central document repository, to ensure knowledge sharing across the team and enable best practice
• Supporting and taking ownership of ad-hoc projects to develop the capabilities of the Ideal Service Centre
• Supporting wider team with knowledge share, via knowledge base communications (emails, how-to guides etc.) and contribution at team meeting KEY BUSINESS CHALLENGES.
• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
• Ability to learn new information quickly and the willingness to do so at all times.
• Ability to lead design/configuration/deployment of network projects
• Should have very sound knowledge on Networking technologies
• Routing, switching and wireless technologies and corresponding protocols
• IP services like ACL, High availability
• NAT, VPN setups, Encryption methods and technologies, MPLS Configuration
• Experience in troubleshooting and fixing common misconfigurations as well as doing Root Cause Analysis for any of the above technologies
• Ability to communicate (verbally and in written communication) effectively with FAB and internal team, IT leadership and support teams during conference calls.
• Ability to implement changes as required based on the nature of issue. Proactively and reactively look for solutions to prevent problems from occurring in team/technology area
• Hands-on experience in designing interactive applications, automation solutions, or service management solutions (Cisco DNA, Cisco Nexus Dashboard, MSO, IPAM tool)
• Identifies and evaluates new technologies for implementation
• Strong analytical and reasoning skills with an ability to visualize processes and outcomes
• Experience in system performance monitoring and tuning
• Continually improves system monitoring and alerting
• Identifies and fixes the security vulnerabilities
• Integrates software or existing solutions with existing systems
• Ability to develop test plans and quality assurance procedures
• Recommends changes in policies and procedures
