What are the responsibilities and job description for the CONSULTANT position at HCL Technologies?
Job Description: For Lead/L3 position
Azure NOC is the focal point for all Azure WAN operations and has various crucial functions to be performed with-in defined SLA. NOC provides 24x7 support to all its DCs across the globe.
NOC is responsible for Triaging, Incident management, RMA, ISP, OEM coordination and Inter team coordination to ensure upkeep of the network services.
This is a lead role that involves below tasks but not limited to:
Perform troubleshooting and investigation on a network incident impacting data-today operations in Microsoft Wide area network.
Engage escalation teams/ DRIs on determining outage scenario.
Troubleshoot & coordinate restoration actions with partners including site services, internet service providers (ISPs), OEMs and customers.
Coordinate with ISPs for troubleshooting while they perform loopback testing to isolate the faulty segment.
Escalate through the service providers management for issues that aren t resolved within 8 hours
TAC creation and RMA processing of faulty network device.
Coordinate with remote smart hands and perform H/w replacement.
Able to articulate and summarize technical issues or generate regular reports with supporting data
Experience in working in cross team environment across diff time zones
Experience in driving regular meetings with Customer & formulate action plan for Customer requirements
Provide regular process & technical trainings to Team
Experience in Creating and maintaining standards, practices and high ethics in the Team
Qualification:
Any Graduate with English medium education throughout Academics.
Experience:
6 years of Experience in LAN/WAN Networking. CCNP/JNCP is highly preferred with hands-on WAN links troubleshooting & optical fiber network troubleshooting experience.
Requirements:
US Residency
Ability to obtain Fed Ramp, Public Trust Clearances (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.
Azure NOC is the focal point for all Azure WAN operations and has various crucial functions to be performed with-in defined SLA. NOC provides 24x7 support to all its DCs across the globe.
NOC is responsible for Triaging, Incident management, RMA, ISP, OEM coordination and Inter team coordination to ensure upkeep of the network services.
This is a lead role that involves below tasks but not limited to:
Perform troubleshooting and investigation on a network incident impacting data-today operations in Microsoft Wide area network.
Engage escalation teams/ DRIs on determining outage scenario.
Troubleshoot & coordinate restoration actions with partners including site services, internet service providers (ISPs), OEMs and customers.
Coordinate with ISPs for troubleshooting while they perform loopback testing to isolate the faulty segment.
Escalate through the service providers management for issues that aren t resolved within 8 hours
TAC creation and RMA processing of faulty network device.
Coordinate with remote smart hands and perform H/w replacement.
Able to articulate and summarize technical issues or generate regular reports with supporting data
Experience in working in cross team environment across diff time zones
Experience in driving regular meetings with Customer & formulate action plan for Customer requirements
Provide regular process & technical trainings to Team
Experience in Creating and maintaining standards, practices and high ethics in the Team
Qualification:
Any Graduate with English medium education throughout Academics.
Experience:
6 years of Experience in LAN/WAN Networking. CCNP/JNCP is highly preferred with hands-on WAN links troubleshooting & optical fiber network troubleshooting experience.
Requirements:
US Residency
Ability to obtain Fed Ramp, Public Trust Clearances (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.
