Company Name: Reliance Communications
Job Description: L3 Assurance Engineer - CCIE Lab Certified
Job Location: Mumbai
Experience: 5-12 Years
Key Skills: CCIE Lab Certified
Function: Telecom/ ISP
Role: Other Telecom/ISP - Level 3 Assurance Engineer
Job Description
· Provide in
depth technical analysis to the Managed Services Assurance team
· Full
knowledge of RGC management systems, core network, and complex customers
· Final
escalation point for all technologies related to Managed Services within DAKC
· Ensure
contracted levels of performance are achieved by the proactive surveillance,
event control and escalation management of performance related incidents.
· The position
is expected to meet all agreed SLA metrics as contracted by Reliance Globalcom
and to minimize service impacts to customers within established cost parameters
· Act as 3rd
line Escalation for all Managed Services incidents
· Act as point
of contact for client and internal requests
Direct less senior engineers and help to coach and mentor
them without being line manager
The Assurance Engineer role will involve but is not limited
to
- Analysis of complex switching and routing faults
- Incident Management
-- Preparing technical and testing documentation and
supporting testing stages of incidents
- escalation point for internal, client or vendor requests
or escalations
- coach and mentor less senior engineers
- work close with the networking teams in fault scenarios
- Customer Satisfaction (CSAT).
- Complex faults remain within SLA
- MTTR SLA’s are met
- Full knowledge (via tests) of the RGC processes.
- 100% adherence to the customer design standards, and the
documentation compliance
- answer phone within 5 rings
- 95% of all performance
related alerts are acknowledged and tickets created within 15 minutes of
event notification.
- 80% of all tickets are to be resolved within 48 hours
- All tickets are to comply 100% with Reliance Globalcom
Standards.
- 95% of all Notifications to be completed within 15 minutes
of due time.
- >95% achieved in monthly NMC ticket audit
- Minimize escalation to in country Level 3 teams
No of people directly supervised:
None
5-7 yrs of experience within a IP engineering service
provider
CCIE, with 1 years experience since accreditation
Good knowledge of general Networking and Telecoms
ITIL
The candidate will have more than 5 years experience in
configuring Cisco routing and switching networks.
- Experience in trouble shooting WAN and LAN environments
- Experience in working is a service provider environment
- Experience in working with multiple providers and
technologies
- Confident English written and verbal communication skills
and experience discussing solutions with clients.
- Experience in completing high quality technical
documentation for internal and client use.
- Experience helpdesk environment
- proficient MS office (MS Word and Excel user)
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