resolve technical issues and thus does not limit to the above with more

involvement like

• Manages the design, implementation, and ongoing management of

mainly

tier customers.

to named customers.

resolved, and follow-ups are done in a timely manner reported

via Service Desk and Customer.

issues.

documentation in the Knowledge Base.

location for ease of troubleshooting.

and improvement Plans

desk)

delivery Managers)

providers)

Configuration.

This role involves client interaction.

The scope of products / vendors covers –

Core Skills

Minimum 6 years relevant experience ( see list of vendors )

Hands-on experience working in an ITIL-structured organization dealing

with Incident / Change / Problem management

Hands-on experience in handling major IT infrastructure vendor

products such as Cisco and Palo Alto.

Expert with implementing and supporting Advanced routing

protocols, Switching

Experience with Wireshark or other protocol analyzers.

Configuring network & security devices with end-to-end security in

mind.

Configuring end to end Quality of Service

Troubleshoot using traffic analyzers, NetFlow collectors, capacity

management tools.

Incident Report Document writing.

Documentation ( MS Word ) & drawing ( MS Visio ) updates

Participating in Team & Customer meetings.

Effective English speaking & writing skills.

Soft Skills

Driven and Customer Focused

Ability to work well under pressure

Proactive Attitude

Problem Solving

Excellent Communication – Verbal & Written

Independent and resourceful with minimal supervision

Team player

Take initiative

Certification / Training

Masters / Graduate degree holder

PCNSE(Desired), PCNSA

CCIE, CCNP routing switching (Desired)

Added advantages with Security Certifications for another vendor

products Cisco ASA / FTD, Fortinet) but not mandatory