senior specialist - , GA, United States - HCL Technologies Ltd.

Description

Job Description (Posting).

BAU Activity List

Incident Management

Timely Escalation to Level 3

Monitoring of Networking tools, highlighting alerts and triaging proactively

Submission of changes and tickets in Service now, documenting and reporting issues, outages

Assists L3 Engineer with Telco, Vendor escalation calls

Code upgrade activities for Network devices as per advised by L3

Technology Wise work

Cisco -Code upgrade on Cisco Devices

Checking and validation Configuraton for Cisco Best practices and Security Regulatory config

Configuration validation as per hardening guide

Switch Port Configuration creation and port provisioning

Cisco ISE profile creation, provisioning of devices and users

Vlan creation , route addition or removal

F5

Creation of VIP, nodes, pool member.

Deployment of Irules

Code upgrades

logging and reporting the usage

F5 pcaps and analysis

Infoblox

IP Address management and subnet creations

Creation/Deletion of DNS names internal/ External

Creation of Txt Record, DKIM Records, Subnets, DHCP Scope

Palo Alto

Monitoring and Validating the traffic and firewall policies

Creation /Deletion of Firewall Rules

Profile updates like threat signatures

Code upgrades

WAN / LAN

Managing lan and WAN - Reporting Lan issues to hands and feet team , checking the cables and SFP

Reporting circuit outages and raising troubleshooting incidents with telco

Provisioning of telco circuits

configuration cleanup

Endpoint

Understanding the requirement of endpoints like Surface hubs, IP Phones, Polycoms, Video confrencing solutions

Troubleshooting and log analysis on the switch and network layer for seamless working of endpoints

(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases