Description

  • Addressing first level cases on network technology mainly Routing / Switching / Wireless, SDWAN, WAN / DC Network.
  • Knowledge of basic troubleshooting skills in network
  • Working closely with inter domain team to resolve tickets and meet the SLA.
  • Manage escalations, be a trusted advisor for the customer and work closely with customers in resolving customer query and action
  • Running the service operations in close cooperation with other IT process owners and service owners.
  • Prepare reports as per business requirements
  • Ensure the tickets are close with in SLA and bring efficiency in addressing

Technical skills (Required – Mandatory)

  • Understanding on (CISCO, ARUBA, MERAKIE router and SDWAN devices), Network Routing/Switching and wireless
  • Understanding on DNS/DHCP/IPAM, Proxy.
  • ITIL Process awareness
  • Handling Incident / Change / Problem routing and switching technologies
  • Handle primary incident L1
  • ITIL tools
  • understanding on WAN topologies like MPLS, Point to point Links

Technical skills (Required – Nice to have)

  • Basic skills on Cisco ISE, DNS, IPAM

Language skills needed

  • English, German

People skills

  • Should be able to work with colleagues from different cultures and drive L1/L2 colleagues
  • Ability to lead and incident, change and problem tickets, first level trouble shooting calls.
  • Address customer and manager query/ information
  • Prepare MIS / Data reports

Soft skills

  • Deep experience in Customer Handling and stakeholder management.
  • Understanding of service level management process, related agreements – SLA/OLA and workflow steps.
  • First level troubleshooting skill.
  • Should have knowledge on ITIL processes – Incident, Change, problem management.
  • Should be able to customer query /grievance end to end.

Role – Technology Analyst
Technology – Cisco ISE, DNS, IPAM
Location – Germany – Stuttgart

Auto req ID

121360BR

Role Designation

5614AATNEA Technology Analyst

State / Region / Province

Baden-Wurttemberg

Country

Germany

Interest Group

Infosys Limited

Role

Technology Analyst

Company

ITL Germany

Work Location

Stuttgart