Senior Technical Support Engineer - Global Service Desk

Technical II, Global Service Desk (TCF)

Job Title:

Technical II, Global Service Desk (TCF)

Job Description

The Critical Incident Manager is responsible for managing high-priority incidents that significantly impact CNX Business Operations, Customers, or IT services. This role ensures rapid response, effective coordination with technical teams from various platforms globally, timely communication, and swift resolution of critical incidents while minimizing business disruption and preventing recurrence.

Manage Major Outages (P1 and P2 incidents) across globally and coordinate with various technical Support teams on a bridge to restore the services as soon as possible, in order to minimize the impact on the business.
Receive, analyze, monitor, and resolve network problems in accordance with published Service Level Agreements. Driving the efficiency and effectiveness of the incident management process.
Monitoring the effectiveness of incident management and making recommendations for improvement
Hierarchical and Functional Escalations appropriately on time without hesitation
Alert updates sent out on periodic basis to business and Leadership.
Other related duties as assigned by CNX Management Team.
Achieve KPIs set by management team.
Good understanding of IT infrastructure and applications relating to BPO call center environments.
Excellent verbal and written communication skills.
Candidate should be a good team player with willingness to learn and drive to achieve.
ITIL certification would be an added advantage.
Active listening- Diligently pay attention to understand/interpret the issue correctly and maintain documentation
on the progress made on Service Restoration Bridge.
Assist in maintaining CNX Corporate LAN/WAN infrastructure uptime.
Good understanding of routing protocols (RIP, OSPF, IGRP, EIGRP, BGP)
Good understanding of networking protocols (TCP/IP/MPLS)
Good understanding of Firewalls and packet capture tools.
Assist in troubleshooting Corporate TCP/IP/MPLS Network, including Carrier Vendor Circuits.
Maintain and troubleshoot LAN/WAN equipment to include, but not limited to, Routers, Switches, Hubs,
CSU/DSUs, Firewalls, Modems, Controllers, Multiplexors, Data Probes.
Should possess good knowledge of various OEM Devices including Cisco, Juniper, Palo-Alto and Fortinet.

Location:

IND Gurugram SP Info City-Towers A & B

Language Requirements:

Time Type:

Full time

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Experience Level

Senior Level