Networking Managed Services Engineer (L2)

Overview

Networking Managed Services Engineer (L2) responsible for keeping clients' IT infrastructure and systems operational by monitoring, investigating and resolving medium-complexity incidents and requests within SLAs.

What you'll do

• Proactively monitor, identify, investigate and resolve technical incidents and problems to restore services swiftly in line with SLAs.
• Review client requests and tickets and resolve them efficiently, acting as the go-to person for second-line support on incidents and requests of medium complexity.
• Monitor work queues, execute operational tasks and update tickets with the actions taken.
• Identify, analyse and log issues before they escalate.
• Communicate with other teams and clients to provide support and ensure changes are executed with clear risk identification and mitigation plans.
• Highlight key tickets and upcoming critical tasks during shift handover.
• Escalate tickets to ensure the right focus from Centres of Excellence (CoE) and other teams when needed.
• Collaborate with automation teams to optimize efforts and automate routine tasks.
• Coach Service desk and L1 teams in technical and behavioural skills.
• Establish monitoring for client infrastructure and lead and manage initial client escalations for operational issues.
• Contribute to the change management process by logging change requests, executing approved maintenance activities and auditing incident and request tickets for quality.
• Produce trend analysis reports and identify tasks suitable for automation to reduce tickets.
• Support disaster recovery functions and other related tasks as needed.
• Contribute to project work from time to time.

What you'll need

• Proficiency in technologies such as Pulse Secure SSL VPN, Palo Alto, Fortinet and Cisco Nexus switches/routers/firewalls.
• At least one technical certification in the above-mentioned technologies.
• Familiarity with ticketing tools.
• Strong planning skills, with the ability to anticipate and adapt to changing circumstances.
• Adaptability and resilience in a dynamic work environment.
• Ability to communicate and work effectively across different cultures and social groups.
• Proficiency in active listening and client-centric communication.
• A positive outlook and the ability to work well under pressure.
• A client-first attitude, always seeking to create positive client experiences.
• A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience.

Details

• Location: Bangalore, India.
• Workplace type: Hybrid.