Overall role Purpose:

Incident Management: Management of customer networks and providing a rapid response to customer raised incidents and problems.

Change Management: Perform move, add or delete changes on the network as per standard change process.

Configuration Management: Manage configurations and implementations

Performance management and trend analysis

Preventative maintenance

KEY Accountabilities

A) Accountability

Incident Management for all proactive and reactive faults

Handling of Remedy tickets, Change, configuration and performance management

Technical advice to service desk

b) Typical Activities

Escalation point for Technical Support Engineers

Perform trend analysis and preventative maintenance

Troubleshoot and resolve complex Data issues

Maintain design documentations and train and mentor Technical Support Engineers

Interact and advice to customer on technical issues

Identify any design issues in the existing setup and co-ordinate with design community and drive for resolution

Raise cases with Vendors on complex issues

c) Performance Metrics

Achieve clear understanding of the customer’s network

Bring down resolution times for voice faults

Crisis Management

Abiding by BS 15000 Process Framework

Abiding by BS7799 Security Guidelines

Working relationships and interfaces

  • Coordinating with Service Desk, 3nd line, Vendor and Customer to provide best customer service technical competencies (Skills and Experience)


  • Advanced Knowledge on Routing and Switching (WAN/LAN/MAN)
  • Advanced WAN technologies
  • Advanced LAN technologies
  • MPLS
  • Wireless
  • QOS
  • Excellent verbal and written skills in English
  • Worked on large networks
  • Excellent troubleshooting skills and logical thinking


  • Firewall
  • MSP
  • Scripting
  • Telecom


 B.E / M.S / M.C.A / B.Sc with 4 years of experience

CCNP / CCIP / CCIE Qual desirable