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2nd Line Delivery Engineer-Gurugram

2COMS Consulting Private Limited
6-10 years
Not Specified

Job Description

About this role

Purpose of the Role:

  • The role holder is responsible for the deployment and support of ICT solutions within one or more disciplines.
  • He/she provides technical support, resolving escalated technical issues within their own work area. This covers all areas of ICT such as systems and applications software, database management, network services, data and systems security.
  • The role holder should leverage the experience of the relevant Company wide professional communities to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role

You'll have the following responsibilities

Your accountabilities

  • To enable the technical end to end smooth delivery of Standard Matrix Converged Solutions by taking a WAN Design Concept / change control into a working Solution.
  • To commission and migrate customer devices in line with agreed commissioning processes/procedures and customer bespoke requirements.
  • Ability to manage own time and workload, highlighting and any issues or concerns back through the delivery or management team.
  • To have excellent IT literacy skills and have a specific knowledge and understanding of system applications and how they work (in relation to specific products and software/application builds).
  • Good communication skills

Business Impact:

  • Impacts on the business by delivering RFT portfolio solutions as an agent for the company, delivering outstanding customer service which is key to promoting the company Brand globally.
  • Will institutionalise process ownership, control and reporting to drive continuous project and process improvement. Delivering higher end to end RFT, RCT & OTD.

Authority/Decision Making:

  • Ability to contribute to decisions on the technical delivery against the customer contract and process guidelines.
  • Will seek higher authority on any matters that exceed expected budget limits or technical discipline


Requirements

Qualification:

  • Candidate must be CCNA trained, certification is preferred.
  • ITIL foundation is preferred.

Experience you would be expected to have

  • Will look for core technical skills as – Complex Routing/Switching, BGP, EIGRP, OSPF, MPLS knowledge, Understanding of config design elements.
  • Willing to work in 24x7 environment.
  • Company managed services/Product knowledge is preferred, along with working experience on company system/Tools like NMSL, Config Store, IONIX, NIAB, Diplomat for config design and Delivery.
  • To collate required network design attributes with reference to routing protocols and other technical criteria.
  • Actively monitor job logs to ensure all work is picked up within agreed timescales
  • To ensure all calls are answered in line with the agreed measures.
  • To assist the PM team on technical queries and issues.
  • All technical issues to be escalated to 3rd line support within the documented SLA.
  • Will coach and support colleagues, transferring knowledge and developing skills where needed.
  • Will take a pro-active interest in their PDP & be committed to learn from internal and external based courses and convert the skills learnt into productive work.
  • Take time to look at improvements in our processes and procedures to help make us more efficient.
  • To actively support line management on own personal development in line with the Pan Company Global Capabilities – The Two Way deal.
    • Ensuring that :
  • All orders fully meet the Customer’s requirements
  • All works instructions are produced in a timely manner to meet Customer expectations
  • To embrace change.
  • Customer edge WAN equipment Installation, Commissioning and Service Delivery
  • Responsible for troubleshooting activity with the field engineer for restoration of faulty services, links, and nodes.
  • To enable the technical end to end smooth delivery of Standard Matrix Converged Solutions by taking a WAN Design Concept / change control into a working Solution.
  • Documenting issues in CLARIFY, updating CAMS, Config Template for onsite field support with the help of Configstore. Low level documentation (configuration Templates) creation of Migration activity.
  • Monitor the nodes through NMS loader and to upload all the device ADSL, IPCLEAR, Ethernet Flux etc. information and services.
  • Configurations to be implemented and their impact on an existing network
  • To collate required network design attributes with reference to routing protocols and other technical criteria.
  • To commission and migrate customer devices in line with agreed commissioning processes/procedures and customer bespoke requirements.
  • Process ownership, control and reporting to drive continuous project and process improvement.
  • Delivering higher end to end Right First Time (RFT) and Reducing Cycle Time (RCT)
  • To prepare the Project status tracker consisting of all circuit details which are supposed to be shifted.
  • To prepare the Project status report/tracker & send for management approvals.
  • To meet the units targets for both Right First Time (RFT), Cycle Time (CT) &On Time Delivery (OTD).
  • Monitoring Omnibus & Solaris creating the loopback for testing.
  • Installation of the WAN equipment in agreed locations. Running the network routes to provide the connectivity required


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