What are the responsibilities and job description for the ASSOCIATE CONSULTANT position at HCL Technologies?
Network Data L3 Role
Responsibilities & Qualifications
Responsibilities i. Adhering to SLAs
ii. Mentoring / Training Team Members
iii. Handling tickets / requests
iv. Perform root cause analysis
v. Troubleshooting technical issues
vi. Defining processes and ensuring that the processes are adhered to
vii. Oversees and is responsible for successful completion of Installation, configuration and migration
viii. Ensure maximum uptime according to the SLA
ix. Understanding of Multi-geo support environment
x. Responsible for building / maintaining a test environment
xi. Improves and maintains customer and employee satisfaction
xii. Suggests new technologies and design changes
xiii. Monitoring and maintaining SLA requirements by the team members
xiv. Testing / Auditing/processes as required from time to time
xv. Identify Skill gaps and plan for training / knowledge updating
Technology Knowledge i. Router - Cisco
ii. Switch Cisco and Arista
iii. Meraki Cisco
iv. WLAN Cisco
v. WLAN Appliance Cisco and Aruba
vi. IPAM - Infoblox
vii. WAN Optimizer - Riverbed
viii. Packet Shaper - Bluecoat
ix. Terminal Server - Ion systems
x. Load Balancer - F5
(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
Responsibilities & Qualifications
Responsibilities i. Adhering to SLAs
ii. Mentoring / Training Team Members
iii. Handling tickets / requests
iv. Perform root cause analysis
v. Troubleshooting technical issues
vi. Defining processes and ensuring that the processes are adhered to
vii. Oversees and is responsible for successful completion of Installation, configuration and migration
viii. Ensure maximum uptime according to the SLA
ix. Understanding of Multi-geo support environment
x. Responsible for building / maintaining a test environment
xi. Improves and maintains customer and employee satisfaction
xii. Suggests new technologies and design changes
xiii. Monitoring and maintaining SLA requirements by the team members
xiv. Testing / Auditing/processes as required from time to time
xv. Identify Skill gaps and plan for training / knowledge updating
Technology Knowledge i. Router - Cisco
ii. Switch Cisco and Arista
iii. Meraki Cisco
iv. WLAN Cisco
v. WLAN Appliance Cisco and Aruba
vi. IPAM - Infoblox
vii. WAN Optimizer - Riverbed
viii. Packet Shaper - Bluecoat
ix. Terminal Server - Ion systems
x. Load Balancer - F5
(1.) To adhere to quality standards, regulatory requirements and company policies (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases (3.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. (4.) To independently resolve tickets & esnure that the agreed SLA of ticket volume and time are met for the team. (5.) To provide support for on call escalations /L3 level support and doing incident & problem management (6.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts & conducting interviews/participation in hiring drives.
