Responsibilities
- Ensure that SLA commitments are met, including monitoring and reporting of the same
- Ensure that projects and activities are completed as per commitment
- Conduct regular network infrastructure review to assess gaps and recommends changes to support the present organizational needs
- Optimize performance and availability of all enterprise systems
- Responds to and addresses security incidents and IT security policy violations pertaining to the enterprise infrastructure level immediately.
- Responsible for ensuring to work with concerned teams in troubleshooting of technology problems.
- Ensures that proper troubleshooting techniques, protocols and tools are used in coming up with recommendations and solutions
- Ensures that technical recommendations are properly thought of/analyzed and based on hard facts.
- Provides regular updates on the troubleshooting to the team, management and client.
- Ensures that incident report and RCA is released within SLA post the troubleshooting work and liaise with concerned groups for the resolution
- Escalation point to EUSG team members
Qualifications
- Knowledge of TCPIP, LAN, WAN, Network Security and NMS is highly preferred
- Demonstrated knowledge of Cisco products & solutions
- Complete understanding and working experience in ITIL and information security compliant/oriented environment
- At least 2-3 years’ experience in installing/supporting/designing mixed LAN/WAN environment, switches, routers, firewalls and related devices
- Must have effective interpersonal and communications skills
- Strong organizational skills and attention to detail required
- Ability to work well under pressure, multi-task and meet demanding deadlines
- Candidate must possess at least a Bachelor's/College Degree or Post Graduate Diploma / Master's Degree in Computer Engineering, Electronics & Communications Engineering, Computer Science.
- Analytical and team management skills are a must
- Should exhibit strong interpersonal and communication skills.
- Call Center / BPO / SI / Provider work experience is highly preferred.
eClerx is a productized services company, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services.
