Senior Manager - Customer Engineering Job in Ntt Global Networks

Description

1. PRE-REQUISITE:

• Excellent verbal and written communication skills
• Experience working on Projects & Project Implementation
• Customer service skills including the ability to work with customers in completing their circuit/service installations
• Good understanding of OSI Layer 1 and 2 protocols
• Configuration, installation and troubleshooting of Cisco and Juniper routers, Layer-2 and Layer-3 switches, Dial up modems, wireless devices
• Detailed understanding and working knowledge of routing protocols like BGP, OSPF, EIGRP, RIP, RIP v2.
• Working knowledge of MPLS-VPNs (L3 and L2 VPNs), IPsec and SSL VPNs, QOS, Wireless communication, load balancing/sharing techniques.
• Working knowledge of Switching techniques: VLAN, VTP, various flavors of STP, dot1x, Ether-Channel
• Has the ability to pro-actively identify areas of improvements and works towards a better delivery of the projects
• Experience on Firewalls / wan accelerators are preferred.
• Thorough knowledge of provisioning circuits including working directly with circuit providers and understands
• Has worked in a global environment and with global vendors/carriers/stakeholders
• Has a sound understanding of the technologies like Cisco, Juniper, Alcatel routers & switches

2. RESPONSIBILITIES:

Duties: Organizational, Professional and Technical

• Team Management for the Customer Engineering Team, includes goal sheets creation (SMART goals), provide regular feedback to the team members, conducting appraisals, conflict resolution and own up team issues
• Coordinate with internal Virtela groups, vendors/suppliers, and customers to implement customer orders in a thorough and timely manner.
• Manage the overall process of implementing complex, technical installations.
• Responsible for the final installation of circuits and data services to achieve high levels of customer satisfaction.
• Create, maintain and enforce all processes and procedures for the CE group
• Supervise on developing processes and procedures for the final installation and turn-up of circuits and data services.
• Lead design discussions/ streamlining service delivery plans / implementations for important new customers for smooth installation/migration activities.
• Be Subject Matter Expert for few priority accounts & the team members for streamlining network design and service delivery for greater customer satisfaction.
• Attend weekly customer calls.
• Acts as the Technical Escalation (higher most) for the Customer Engineering team
• Train and mentor other team members.
• Take escalations from other team members / customers / other team members and implement complex designs.
• Work effectively on diverse type of customers from different time zones.
• Work with hardware/circuit provider for different geographical regions for installing diverse type of circuits (E1/T1, DS3, Ethernet, xDSL) and troubleshooting if required.
• Maintain and Provide weekly work report to manager.
• Perform other duties as assigned by manager.
• Foster team work across other groups within Service Delivery like Project Management, Provisioning, and outside Service Delivery like Global Operations Centre, Access Management, Sales, Backbone Engineering
• Audits Processes, Implementations, Documentations for the CE group

3. TRAINING AND CERTIFICATION REQUIRED

CCIE, CCIP, CCNP, CCNA, JNCIE, JNCIA, JNCIS is desirable.

4. EXPERIENCE:

16+ years experience

5. EDUCATION:

BE and / or postgraduate qualifications

6. TECHNICAL AND OTHER SKILLS:

• MS Office proficiency
• Aptitude and desire to learn advanced Technical
• Implementation Process proficiency
• Project Management process awareness