Sr Process Lead

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Sr Process Lead

WiproPune, India

30+ days ago

Job description

Handle Migration / Test and Turn-Up tasks and installations in general to configure site with Cisco Meraki Solution / Any SDWAN Vendor Solution

Handle changes on SSR (Simple Service Request), delivering configuration on Cisco Meraki / Any SDWAN Vendor Solution

Support 2nd line incidents related to Solution Delivered always cooperating with other levels of support in a in a high level

Review and configure Meraki Dashboard

Providing in-depth technical support to customers through monitoring, localization and remote repair;

Manage supplier activities (e.g. really driving / escalating 3rd party agents to dispatch and repair faults to meet our SLAs;

Provide process improvement input wherever possible;

Provide Technical engineering support capability for a number of multinational customers;

May do proactive jeopardy management;

Providing higher level support internally and Hypercare as well

Organizing technical trainings or knowledge sharing;

Participate in regular meetings with Senior Technical Support Engineers (3rd line), Consultants, Specialists, vendors and / or other 3rd parties e.g. Customers and Suppliers

Perform quality checks on customer equipment to ensure all configurations meet required compliance standards as well as both customer and company security policies;

When visible recommend flexible and scalable solutions to support new business objectives;

Be part of the pre and post-deployment network implementation and understand if what is being deployed is exactly the same as the customer wants or expected to see in place;

Monitor and test Meraki products installed on customer network , review the customer legacy network and understand the new age device mapping

Work in conjunction with Design teams in order to ensure the stable operation of SDWAN products to be deployed;

Conduct research on network services, protocols, and standards in support of the network solution (Cisco Merak / Any SDWAN Vendor Solution in this case) Roles & Responsibilities :

Handle Migration / Test and Turn-Up tasks and installations in general to configure site with Cisco Meraki Solution / Any SDWAN Vendor Solution

Handle changes on SSR (Simple Service Request), delivering configuration on Cisco Meraki / Any SDWAN Vendor Solution

Support 2nd line incidents related to Solution Delivered always cooperating with other levels of support in a in a high level

Review and configure Meraki Dashboard

Providing in-depth technical support to customers through monitoring, localization and remote repair;

Manage supplier activities (e.g. really driving / escalating 3rd party agents to dispatch and repair faults to meet our SLAs;

Provide process improvement input wherever possible;

Provide Technical engineering support capability for a number of multinational customers;

May do proactive jeopardy management;

Providing higher level support internally and Hypercare as well

Organizing technical trainings or knowledge sharing;

Participate in regular meetings with Senior Technical Support Engineers (3rd line), Consultants, Specialists, vendors and / or other 3rd parties e.g. Customers and Suppliers

Perform quality checks on customer equipment to ensure all configurations meet required compliance standards as well as both customer and company security policies;

When visible recommend flexible and scalable solutions to support new business objectives;

Be part of the pre and post-deployment network implementation and understand if what is being deployed is exactly the same as the customer wants or expected to see in place;

Monitor and test Meraki products installed on customer network , review the customer legacy network and understand the new age device mapping

Work in conjunction with Design teams in order to ensure the stable operation of SDWAN products to be deployed;

Conduct research on network services, protocols, and standards in support of the network solution (Cisco Merak / Any SDWAN Vendor Solution in this case) Qualifications : 50% Voice 50% Non-Voice 24x7 as per ROTA , Yes there will be weekend working Graduate 24 to 36 months Telecom Order Management(Comms) Expert Level Knowledge in Routing and Switching Experience working over SDWAN Products : Cisco Meraki or Cisco SDWAN or any relevant vendor CCNP (or similar level of knowledge in networking) Good Understanding on LAN / WAN / WLAN / BGP / MPLS / OSPF / EIGRP / xVPN Good troubleshooting Skills