JOB DUTIES AND RESPONSIBILITIES:
This is primarily an operations role which may require project involvement as needed. As part of the support team, accountabilities include processing of Requests, supporting and resolving Incidents, implementing Changes, and reviewing Problems.
Demonstrates a service oriented approach in processing customer requirements and requests
Provides second level network incident support (in a shifting or on call rotation) for incident tickets not resolved by Level 1 - with a primary focus on service restoration
Performs in-depth troubleshooting and complex analysis of network protocols such as TCP/IP, SIP, VoIP, BGP, OSPF, Etc.), collaborates with other teams to identify root cause.
Performs administration and maintenance of network security devices like proxies, load balancers, firewalls, and different VPN technologies
Ensures changes meet required standards and quality prior to deployment in the production environment to minimize the impact to the business
Strictly follows the change management process
Provides effective time management and work prioritization to meet target dates for activities and project tasks; identifies risks which may impact the ability to meet deliverables.
Demonstrates excellent attention to detail with a focus on delivering quality work; seeks continuous improvement for the betterment of the organization
Accountable to the team’s commitments, deliverables, and SLA’s