The Networking Managed Services Engineer (L2) is a developing engineering role, responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively monitoring, identifying, investigating, and resolving technical incidents and problems and restoring service to clients.The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA) and focuses on second-line support for incidents and requests with a medium level of complexity.The Networking Managed Services Engineer (L2) may also contribute to / support on project work as and when required.
Job Description - Key Responsibilities:
Proactively monitors the work queues.Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.Updates tickets with resolution tasks performed.Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner.Captures all required and relevant information for immediate resolution.Provides second level support to all incidents, requests and identifies the root cause of incidents and problems.Communicates with other teams and clients for extending support.Executes changes with clear identification of risks and mitigation plans to be captured into the change record.Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift.Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management.Works with automation teams for effort optimization and automating routine tasks.Coaches Service Desk and L1 teams for technical and behavioural skills.Establishes monitoring for client infrastructure.Identifies problems and errors before they impact a clients service.Leads and manages all initial client escalation for operational issues.Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items.Ensures all changes are carried out with proper change approvals.Plans and executes approved maintenance activities.Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles.Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort.May also contribute to / support on project work as and when required.May work on implementing and delivering Disaster Recovery functions and tests.Performs any other related task as required.
Academic Qualifications and Certifications:
Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).CCNP or equivalent certification.Certifications relevant to the services provided (certifications carry additional weightage on a candidates qualification for the role).
Required Experience:
Moderate level of relevant managed services experience.Moderate level knowledge in ticketing tools preferably Service Now.Additional skills proficiency such as (but not limited to) - Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols: BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor
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