The Global Network Services Support team has responsibility for implementing and supporting Sitel Global Network. As a member of this team, your focus will be on T2 – T3 network support, infrastructure implementation, assisting with or leading network projects, and other important related tasks. This position is part of a 24x7 Global Team with peers in Mumbai. This team provides NOC support for various platforms including Cisco, F5, Checkpoint, SolarWinds, Fluke and others.
50% of Time (2nd & 3rd Tier Operational Support)
Assist with medium to high-level troubleshooting leveraging various network tools to identify root cause. Work with vendors to as needed to resolve issues.
Communicate high impact network related issues to identified stakeholders.
20% of Time(Assist Network Planners with global network projects)
Assist with project planning, execution, and implementation of network related projects
10% of Time (Continuous improvement & innovation)
Review and propose changes to existing processes, tasks and workflows to identify areas of opportunities to streamline processes, remove or reduce unnecessary steps, or alter workflows towards better outcomes
Identify and gain alignment on new ways to accomplish work or engineer systems around growth, efficiency, accuracy and productivity
10% of Time (Assist with network technology road mapping and management)
Work with assigned technology category to develop long range technology plans as well as other deliverables.
10% of Time(Administrative and other duties as assigned)
Administrative or other duties as assigned or required
Cisco Certified Internetwork Expert (CCIE) would be added advantage.
Minimum years of related experience required:
7+ supporting/delivering complex IT solutions
Preferred years of related experience:
9+ supporting/delivering complex IT solutions
Specific Job Experience or Skills Needed
Experience or exposure to multiple knowledge proficienciesincluding:
Experience with troubleshooting complex technical issues which may include multiple technical platforms.
Demonstrated troubleshooting capability and thought process, with understanding of OSI model
Outstanding customer service and collaboration skills.
Ability to evaluate technological needs and recommend appropriate solutions using standards and best practices
Understanding of how to escalate issues with vendor partners to drive resolution.
Demonstrated ability to make critical decisions, under pressure, to resolve technical issues.
Ability to communicate technical information to a less technical audience which may include senior leadership.
F5 platform experience including creating and managing VIPS, Pools, health monitors, and IRules
Layer 3 and IP Routing protocols including BGP, OSPF, EIGRP
Layer 2 protocols including, VSS, VPC and Spanning Tree
Cisco ASA and Source Fire
Experience with common LAN, WAN, and/or Datacenter architectures
Content Filtering solution such as WSA and Scansafe
Solarwind NMS tools
Competencies/Behaviors required for job
Actively coaches and advises others
Motivates and challenges peers
Identifies issues and takes initiative to improve the team effectiveness
Develops value-adding insights, tools, and strategies
Seeks new ideas inside and outside the company
Presents information and data in a manner appropriate for the audience
Aligns priorities with business strategy and vision
Self-directed and accepts responsibility for his/her own work
Partners with clients to achieve service excellence through improved processes and systems
Collaborates with other GNS experts to identify opportunities, create solutions and drive value