Location
Secunderabad | India
Job description
Immediate Expectations
- Provide assistance to managed service customers within the agreed upon SLAs in our managed service contracts with them;
- Assist with Level 1-2 tasks - creating documentation during onboarding and maintaining it, performing software updates, scripted triaging of tickets.
Future Goals
- Troubleshoot complex LAN/WAN infrastructure issues under stressful conditions;
- Design and implement scalable and highly resilient LAN/WAN infrastructure solutions utilizing products from such manufacturers as Cisco, Palo Alto, Aruba, F5, Riverbed, HP, etc.;
- Design and implement perimeter and data security solutions including firewalls, intrusion detection / prevention, VPN s, remote access and monitoring tools;
- Successfully manage the entire lifecycle of an implementation engagement from Plan to Close;
- Successfully work with a project team to implement a portion of an implementation engagement.
Risk Management
- Escalate issues to the Project Management Office and Sr. Director of Services before they jeopardize the success or financial viability of an engagement;
- Participate in quarterly meetings with the Infrastructure team to discuss recent engagements, challenges and opportunities; incorporate improvements into the pre-sales process.
Communications
- Manage cross-functional interdependencies;
- Responsible for clear and timely communication to multiple stakeholder groups;
- Responsible for communicating the details of an opportunity / engagement to both the business and technical teams.
Miscellaneous
- Participate with the Project Management Office in project post mortems and collaborate on recommendations reports in order to identify successful and unsuccessful project elements;
- Perform other job duties as assigned.
Qualifications and Requirements
- Bachelor s degree in a business or IT-related field;
- CCNA or CCNP Cisco certifications;
- PCNSE certification is a plus;
- Proficiency in MS Office (Including Word, Excel, Outlook, Project, PowerPoint, & Visio);
- Excellent written and verbal communication skills, with the ability to interface at varying and appropriate levels of management;
- Excellent customer relationship management skills;
- Ability to break down technical concepts into business terms;
- Strong team player with emphasis on soft skills and relationship building;
- Some experience with Palo Alto technology;
- Proven ability to solve technical challenges under stressful conditions;
- Proven ability to manage multiple projects simultaneously;
- Well organized, thrive in a sense-of-urgency environment, leverage best practices, and innovate through any problem with a can-do attitude;
- Ability to handle multiple priorities and interruptions with minimal impact on productivity;
- Demonstrate a high level of independent judgment and initiative; self starter;
- Ability to maintain a flexible work schedule;
- Ability to obtain and maintain both pre- and post-sales technical certifications from manufacturers (e.g. Cisco, Juniper, HP, etc.).
Job tags
Salary
