Analyst I Controllership

Must Have Responsible for handling Incident Management
Experience in Datacenter LAN Management
Candidate should have a deep understanding of Wireless technology and its protocols.
Minimum of 23 years experience in L2 network Support. Proven ability in learning and upgrading new technologies/technical skills.
Must be able to demonstrate excellent troubleshooting and problem solving skills. Good communication skills
Good understanding (of L1/L2 Level) of Switching & routing protocols and products like: HP/Nexus Switches DWDM and IPAM.
Analyze/solve application related problems Use advanced network troubleshooting techniques required to analyze and solve applicationrelated problems within large geographically dispersed networks as needed.
Analyze/solve layer 1/2/3 problems Perform troubleshooting techniques to analyze/solve problems Perform fundamental network troubleshooting techniques required to analyze and solve Layer 1 Layer 2 and Layer 3 problems within large geographically dispersed networks.
Analyze/solve protocol routing problems Use advanced network troubleshooting techniques required to analyze and solve protocol routing problems within large geographically dispersed.
ITIL V3 Foundation Certification is desired.
. Participate in Change management
Participate and provide inputs on Change management processes.
Quality Assurance
Ensure ITSM compliance for all incidents and service calls
Ensure SLA compliance for all incidents and service calls
Ensure usage of documents from the KB for proper resolution of incidents and service calls
Ensure adherence to Incident management standardization codes
Active participation in audits and facilitating the same
Communication and Notification
Adherence to the documented notification elevation and escalation process
Communication to the customer both while responding to a case and also after resolution of the case
Handle vendor coordination and further coordinate with them on technical grounds
Coordination and communication with other incident management groups
Reviews
Participate in regular reviews with the Delivery Leads
Participate in team meetings
Participate in Service Delivery reviews

Reporting
Provide clear and unambiguous communication forums and channels across all shifts and staff to ensure all subject matter is relayed in a timely manner and when required that it is acted upon conscientiously and in the framework expected.
Update daily reports and checklists as defined
Contribute towards preparation of Service Delivery Reviews
Documentation
Ensure complete documentation of all activities undertaken with respect to the ticket in the case log of the service/Incident management tool
Help in preparing process and ITIL documents needed for the delivery
Incident Life Cycle Coordination
Keep track and update status of pending incidents and service requests and ensure closure of them ASAP
Work closely with the L2/L3 Team on repetitive tickets from a problem management perspective
Ensure response & resolution of most of the incidents and service requests
Ensure response & resolution or recovery of service ASAP after implementation of solution / workaround for cases.
Provide inputs to Deep Technical support or the Level 2 team for problem management and resolution of major or elevated incidents
Provide required updates to stakeholders involved in case of critical incidents like outages
24/7 operational environment
Prepare Incident reports for all the business critical incidents and unscheduled server downtime
Monitor the Queue for Network events/alarms and raise necessary tickets.
Quality Assurance
Ensure ITSM compliance for all incidents and service calls
Ensure SLA compliance for all incidents and service calls
Ensure usage of documents from the KB for proper resolution of incidents and service calls
Ensure adherence to Incident management standardization codes
Communication and Notification
Adherence to the documented notification and escalation process
Communication to the customer both while responding to a case and also after resolution of the case
Handle vendor coordination
Coordination and communication with other incident management groups

Remote Work :

No