Act as Level-3 engineer and Subject Matter Expert for Global Network Services.
Part of the 24x7 escalations team (on rotational standby call).
Manage incidents escalation to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
Provide Technical Support and consultancy as SME to internal stakeholder, for and not limited to service onboarding and process improvement.
Review complex change request and participate in pre-change council meeting.
Work closely and support problem management team to identify root cause of chronic problem or recurring issues, plan for preventive actions and improvement.
Analyse IP network performance and take proactive actions and preventive measures to monitor and enhance the network performance including software and hardware upgrades, etc.
Occasionally provide training to Tier 1 and 2 engineers on the complex issue handled.
Support engineering teams on new product/ feature implementation and technical support matters.
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, manuals, troubleshooting guides, etc
Skills for Success:
Minimum cisco CCNP with rich experience troubleshooting in complex enterprise LAN and large WAN.
At least 8+ years experience in similar support roles, working directly with large global customers and partners.
Good knowledge on Telco and enterprise network and technologies.
Working experience in configuring and troubleshooting SD-WAN technologies
Strong understanding of routing protocols like OSPF, BGP, MP-BGP, MPLS, TE, SR, QoS, SDWAN Overlay protocols.
