Network Engineer II - IN

Аналитика рынка

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Описание

The Network Operations Engineer will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations. Location : Remote Shift timings : 11:30 pm/12:30 pm IST onwards (IND 3rd Shift) JOB REQUIREMENTS: Key Accountabilities: Provide exceptional customer support via the ticketing system and phone Detect events in a timely manner using monitoring tools. Mitigates DDoS attacks to protect customer and shared infrastructure Document planned and unplanned network events in appropriate tracking and turnover systems. Troubleshoot and resolve network events and create event documentation accordingly. Take ownership of level-appropriate customer requests and issues and engineer escalations, seeing them through to resolution. Escalate support requests to next level engineers and communicate with Incident Management as appropriate. Escalate to vendors and follow up as needed to ensure problem resolution. Adhere to Change Management and Maintenance policy and process. Participate and provide input to Root Cause Analysis. Take ownership of projects self-identified or assigned and ensure proper and complete documentation and resolution. Review, assist in defining, and sign off on policy and process standards. Key Performance Indicators Ticket Contribution and Phone Availability: Provide correct and helpful expertise to resolve issues, maintaining high ticket evaluations results High level of first pass yield and success on written, quality checked, te

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