Track Lead

Job description

Track Lead Navi Mumbai, Maharashtra Job Summary Role & Responsibilities of the position in brief: • Working as part of level 1 to level 1.5, 24X7 Infrastructure Support Team, troubleshoot and resolve issues with the Network infrastructure platforms globally. • Position focuses on network infrastructure monitoring (LAN/WAN/ MAN, Cisco device administration), but cross-training in other disciplines such as servers & Databases (Unix/Linux, Windows, MSSQL, Oracle Database) is expected. • Requires interactions with network vendors and carriers. Should be able to direct the carrier on calls to come a resolution feasible for the organization. Should be able to work with different hardware/software vendors to resolve issues, give workarounds. • Should be able to identify, troubleshoot and resolve Internet/VPN/WAN/MAN/LAN/Firewalls/VOICE related issues. Should also possess basic know how of DNS, DHCP. • Should have very strong knowledge of Network routing and switching protocols such as RIP V1, RIP V2, OSPF, EIGRP, and BGP protocols etc. He/ she is required to own the issues and recommend network appropriate solutions. • Should also have good understanding of VLAN, STP, VTP, NAT/PAT, ACL, DHCP, EtherChannel, HSRP, VRRP, GLBP, Port Security. • Should have experience of working on different network products of Cisco, Juniper, Alcatel routers & Switches. • Perform Configuration changes in scheduled change windows. • Maintain the Dashboard, Inventory, Network Activity Trackers, Escalation Matrix, Incident Trackers, etc. • Proactive monitoring of firm’s IT infrastructure globally, identify and address issues prior to production impact & provide efficient escalation mechanism to impacting issues as per ITIL framework. • Perform SOD/EOD health checks of infrastructure services globally to assess production readiness of IT Infrastructure prior to business open • Investigate and resolve issues affecting the firm’s network infrastructure within agreed OLA/SLAs (Operational/Service Level Agreement). • Assist application support and development teams in diagnosing network issues. • Collect diagnostic materials and other supporting evidence to identify the root cause of problems. • Reach out to system owners and stakeholders in an event of a problem and send out incident notification/communications to appropriate audience. • Send out communications for high severity incidents and change communications for major IT changes in the system • Involve in several Continuous service improvements initiatives apart from normal alert monitoring such as Alert reduction, Automation etc Qualifite plus. • Knowleication, Experience & Skills: • Must have solid critical thinking skills and be able to collect and analyze evidence from logs, monitoring and other diagnostics (such as stack traces). • Must be able to consistently apply documented processes and procedures. • 3+ years of hands on experience troubleshooting/understanding of Network administration (LAN, WAN, Telecom/Voice). It mainly involves administration of Cisco devices. • Basic understanding of Linux/Unix command is desirable. • Must have prior experience in an operations/support organization, prior experience in a production support organization in finance/investment banking sector is a defindge or conceptual understanding of other infrastructure technologies. • Incident Management lifecycle, management communication and reporting is desirable • Basic understanding of Cloud architecture. • Good knowledge of monitoring and automation tools and basic scripting know-how • Ability to clearly and effectively communicate with users. • Able to effectively balance time between day-to-day support work and project-related tasks. • Ability to prioritize and effectively triage issues. • Candidate should be self motivated, flexible and adaptable to change, readiness to work in shifts, Customer Service focused with excellent communication skills, a team player Key Responsibilities Role & Responsibilities of the position in brief: • Working as part of level 1 to level 1.5, 24X7 Infrastructure Support Team, troubleshoot and resolve issues with the Network infrastructure platforms globally. • Position focuses on network infrastructure monitoring (LAN/WAN/ MAN, Cisco device administration), but cross-training in other disciplines such as servers & Databases (Unix/Linux, Windows, MSSQL, Oracle Database) is expected. • Requires interactions with network vendors and carriers. Should be able to direct the carrier on calls to come a resolution feasible for the organization. Should be able to work with different hardware/software vendors to resolve issues, give workarounds. • Should be able to identify, troubleshoot and resolve Internet/VPN/WAN/MAN/LAN/Firewalls/VOICE related issues. Should also possess basic know how of DNS, DHCP. • Should have very strong knowledge of Network routing and switching protocols such as RIP V1, RIP V2, OSPF, EIGRP, and BGP protocols etc. He/ she is required to own the issues and recommend network appropriate solutions. • Should also have good understanding of VLAN, STP, VTP, NAT/PAT, ACL, DHCP, EtherChannel, HSRP, VRRP, GLBP, Port Security. • Should have experience of working on different network products of Cisco, Juniper, Alcatel routers & Switches. • Perform Configuration changes in scheduled change windows. • Maintain the Dashboard, Inventory, Network Activity Trackers, Escalation Matrix, Incident Trackers, etc. • Proactive monitoring of firm’s IT infrastructure globally, identify and address issues prior to production impact & provide efficient escalation mechanism to impacting issues as per ITIL framework. • Perform SOD/EOD health checks of infrastructure services globally to assess production readiness of IT Infrastructure prior to business open • Investigate and resolve issues affecting the firm’s network infrastructure within agreed OLA/SLAs (Operational/Service Level Agreement). • Assist application support and de