Job Description

The Technical Care Specialist provides advanced technical and product support within Care service delivery. A position with a responsibility to work on complex troubleshooting cases, especially at solution / system level. Also acts as a primary interface to R&D for escalation of customer problems and their follow-up till resolution.

• Interprets internal and external business challenges and recommends best practices to improve products, processes and services.
• Solves complex problems based on sophisticated analytical thought and complex judgment.
• Acts as a subject matter expert for staff / workteam / taskforces, often the most senior specialist in a team, who serves as best practice resource within own organisational unit and / or is recognised as an expert within the same professional area in the business.
• Provides expertise and delivers advanced system troubleshooting methods like system level tracing, debug, protocol flow analysis.
• Identifies, reproduces, and characterizes defects and collaborates promptly with Product support teams for fixes.
• Leads and resolves complex situations derived from technical activities such as software upgrade, audit, equipment swap, network expansion, multi vendor issues, acceptance testing, feature testing, tailored technical support, end-to-end performance improvement, etc.
• Interacts with customer for complex cases, providing workarounds, etc.
• Leads the Root Causes Analysis (RCA) analysis and report creation.
• Complies with the requirements as per the emergency process role and ensures quick recovery for issues categorised as critical outages and code red.
• Leads and supports technical activities in early product phases (releases, pilots, trials and early projects).
• Promotes, creates and approves knowledge articles (author, reviewer, approver, coach).
• Reviews technical documentation and specifies features for supportability and maintainability.
• Works in customer and 3rd party interface (communications, partnering).

Must-Have:

• Bachelor's or master’s degree in Electronics & Telecommunication, Computer Science or Computer Engineering or a relevant technical degree with 8 to 12 years of experience in IP data networking.
• 5 or more years’ experience in a role requiring understanding, designing and Implementing IP Routing technologies and networking protocols
• 3 or more years’ experience in designing & implementing Linux Servers / Virtualized Networks in a decent sized Datacentre.
• Industry leading certifications like SRA, CCIE, JNCIE, ASRA, RH Openstack would be a plus
• Experience in network design, integration & migration of large networks in premier Operator/ Vendor organisations and Strong IP network troubleshooting skills

Nice-To-Have:

• Must be able to work independently on testing and integration of IP and cloud network infrastructure.
• Clear concept and strong technical domain knowledge in routing, switching & cloud.
• Good knowledge and hands-on experience of using IP/MPLS Protocols such as BGP, OSPF, ISIS, VRRP, LDP, RSVP-TE, Segment routing. Implementation Knowledge on L2 & L3 services using – VPLS / MP-BGP and EVPN / VxLAN
• Experience in troubleshooting Large L2 and L3 based VPNs
• Internetworking troubleshooting experience. Good analytical skills and ability to debug network issues.
• Strong experience of Linux Operating Systems, including Red Hat, CentOS, and Debian
• Exposure to virtualization and cloud technologies such as OpenStack, virtual networking, distributed programming, Linux containers, and SDN/NFV
• Good understanding of modern Intel platform architecture and platform advancements in CPU micro-architecture, cache and memory, IO and virtualization, etc.