Senior Network and Services Operations Analyst

Network & Svcs Operation Senior Analyst

Skill required: Network Operations - Problem Management
Designation: Network & Svcs Operation Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? To assist in the Assurance of technical services, solutions and support to the networks, infrastructure, applications, products and services supplied and operated by client
What are we looking for? • Excellent problems solving of moderate complexity and good knowledge on the OSI 7 Layers. • Maintaining stakeholder relationships and some experience in a specialist field of IP, Transmission, Cloud, Security etc. • Experience of first line maintenance and alarm monitoring for network devices such as Cisco, Juniper and Foundry devices. • Good Hands On Experience of technologies and protocols such as Ethernet, MPLS, ADSL, SDH, VoIP and layer 3 protocols such as TCP/IP, BGP, OSPF. • Good understanding of incident and jeopardy management to work with relevant teams during Major outages for restoration and provide updates to customers appropriately and regularly. • Exposure & Trained on Cisco CCNA Routing & Switching/Security, Juniper, ITIL Foundation as minimum standard as minimum. CISSP, CCNP is a plus. • At least 2-4 years’ experience working in Technical Support or network operations centre environment • Customer communication experience Basic Understanding of Network operations (WAN, LAN) Common Internet Protocols & Technologies; OSI Layers, HTTP, HTTPS, FTP, Telnet, SSH and NNTP - ADSL, IPVPN, Ethernet, SDH, IPL, VoIP, CUCDM, Internet, Cloud, Security, Contact Centre Solutions, SDWAN, Microsoft etc Additional Must have skill required IP & Transformation services Additional Good To Have Skill Required Service Now Soft skills required written & verbal comm.
Roles and Responsibilities: • Day to day handling of customer Emails and phone calls for fault reporting and inquiries • Contribute to Key Performance Indicators in relation to performance of the networks, infrastructure, applications, products and services supplied and operated by client • Under the general guidance and direction of more senior technical staff, deliver technical support in relation to a range of complex products and services, network and infrastructure elements • Work within a defined set of relevant product / network procedures, standards and practices • Deliver outcomes by implementing a course of action identified from a general range of solutions • 1st call Assist in providing technical support in the investigation and rectification of complex incidents • 1st call Assist in basic troubleshooting on technologies such as ADSL, Ethernet, IPVPN, VoIP • Manage the in-coming calls and create SNI tickets within committed Response times and SLA . • Timely provide updates to customers on all RFO cases within the committed SLA, low priority case is not being escalated • Daily updates reasons for ageing tickets and difficulties handling complex tickets • Please note that this role may require you to work in rotational shifts