Customer Tech Support Expert

Job description

about the role

It will be the candidate’s responsibility to maintain good relationships and develop good rapport with customer & ORANGE account manager that helps business dynamics.

As an SME he will be frontending customer to understand requirements & also provide various latest solutions on NMS.

Keep upgrading on various latest NMS tools & work on advantages & disadvantages of those.

Handle all P1 & P2 tickets & work with OEM.

LAB setup, simulation, latest feature test, customer demos/POC.

Design complex changes/migration projects, plan & execution.

Understnd and implement security aspects of process, tools & recomendadations.

Optimum utilization of NMS tools to carry out audites & analysis & recomedations to the customer.

NMS reports understanding and recomedations to customer as value add & also to the operation team for troubleshooting/capacity management/Release management.

Keep NMS tools to the latest patching & Releases.

Develop various services base on NMS tools capability with business proposition.

Equiped to manage customization on tools.

Experince in integration of NMS tools with various other tools.

Provide systems product training and mentoring to other’s and assist in problem resolution where required.

Accurately and completely document problems and solutions on case notes and bug reports

Analysis of problems & P1 issues and provide RCA.

about you

Cisco Prime Infrastructure 2.x/3.x, LMS, NAM.

Cisco Routing & Switching, Cisco Wireless, Strong SNMP Skills, Knowledge of TCP/IP v4 & hands-on experience is must.

Knowledge of Network Management, NMS software applications, and NMS applications platforms.

The focus is on such Cisco NMS applications as Prime Infrastructure 2.x/3.x, Prime LMS 4.x, Mobility Services Engine

CISCO PRIME features – EPIC-EM, QoS, Path trace, P&P, Complaince auditing, WIPS & MSE, CMX, Application monitoring, I-WAN, Wan monitoring .

ISE knowledge along with Cisco Prime skills for building  complete secured CUWNs (Cisco Unified Wireless Network solution).

Knowledge of Linux SQL, Oracle (Cisco Prime is Linux based server ).

Experience with Network Management Architecture

Analyze, use and configure network management applications for medium to critical complexity networks

Perform advance configuration & troubleshooting on NMS tools

Performance monitoring and reporting.

Overall Cisco Prime Infrastructure BOM validation, Deployment, Licensing, Configuration, Operation, Upgrade, Troubleshooting, Reporting and Analysis.

Good understanding on DNAC.

Experince on solarwinds, CA, ME, NAGIOS would be added advantage.

additional information

department

Sales & Marketing Asia Pacific

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular