Sr. Executive, Network Engineer, Information Technology Job in Leap India

Location:Mumbai

Job Description

Logging all relevant incident/service request details, allocating categorization and prioritization codes.
Providing first-line investigation and diagnosis using approved tools, systems, and procedures.
Resolving/fulfilling incidents/service requests that are in scope.
Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of 1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.
Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.
Following up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
Managerial Escalations - escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
Closing all resolved/fulfilled incidents/requests and other queries.
Communication with stakeholder - keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
Ensure the Configuration Management System (CMS) is maintained/updated.
Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
Ensure communication at all times is clear, concise, meaningful, professional and efficient.
Identify need for Problem Management for reoccurring Incidents/Events.
Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
Actively participate as required in meetings (customer, 3rd party, internal).
Conducting customer satisfaction call backs/surveys as agreed.
Coach/guide Junior staff and new starters.
Act as delegate for Senior staff.
Act as technical escalation gate for Junior staff.
Higher First Line Fix/Right First Time than Junior staff
Appropriate policy management on server and ensuring the end to end implementation of it.
Experience in managing SOPHOS firewall, managing end to end all activities of it.
Continuous improvement in network stability and providing innovating solutions.