SR Network Escalation Engineer Anisha Global Services

5.0 - 18.0 years

0 Lacs

delhi

On-site

As a Senior Network Escalation Engineer in Pune/Gurgaon, with 7-18 years of experience, your primary responsibility will be to assist level 2 support engineering in managing, troubleshooting, and resolving highly complex networking problems. You will provide advanced configuration recommendations and assistance in customer deployments, as well as recreate reported issues in the lab with customer configurations and topology. Your role will involve working closely with development, QA, and hardware engineering teams to investigate and resolve software and hardware defects. You will also perform verification testing on customer-reported defects, analyze data traces and debug using protocol analyzers to identify anomalies and determine solutions. Ensuring that customers" reported issues are resolved to their satisfaction in a timely manner is crucial. You will document chronicle events, troubleshooting steps, and current status in the CRM tool, as well as create solutions and FAQs to drive improvement in software supportability features. To qualify for this position, you should have at least 5 years of working experience in the data networking industry and excellent verbal and written communication and organization skills. A BS/MS in a computer-related field or equivalent work experience is required. Possessing advanced networking certifications such as CCIE, CCNP, JNCIE, or JNCIP is preferred. In-depth knowledge and experience troubleshooting Layer-2/3 protocols like VLANs, VRRP, OSPF, BGP, ISIS, IPv4/6, ARP, RIP, NAT, and Layer-4 protocols (TCP, UDP) is essential. You should also have a thorough understanding of application protocols such as HTTP, SSL, FTP, SMTP, RTSP, SIP, Diameter, and DNS, along with experience in firewalls, network security, and/or Application Delivery Switches (Server Load Balancers). Strong analytical, troubleshooting, and problem-solving skills are required, along with demonstrated strong leadership skills. Previous escalation or senior engineer experience is preferred. Duties may require being on call periodically and working outside normal working hours (evenings and weekends), as well as providing support to direct customers, resellers, and field personnel in resolving product-related issues.,

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