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Link Monitoring Engineer
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Proactively monitor, diagnose and analyze the issues on Customer network as well as Aryaka Core Networks based on the alarms on the monitoring system.
Notify the customers responsively on the alarms observed and report incidents to the next level team.
Diagnosing the network related issues with various stakeholders such as customers, internet providers and identify the trends & report to the support management.
Monitoring of customer link bandwidth utilization and notify customers if over utilization results in service degradation
Appropriately escalate the issues to the next level and involve the support management, Network Operations team when required.
Document the updates in the Knowledge Base especially for Last mile managed customers.
Create and update the tickets in Salesforce for all the issues handled / worked upon
Ensure timely follow up with customers on issues via e-mails or phone calls
Create and assign tickets to next level engineers in the shift for server, configuration, performance related issues
For last mile managed sites make sure to timely interact with various ISPs for any issues, escalate it accordingly for swift resolution/root cause analysis
Working with customers in the entire life cycle of Link monitoring onboarding
Notify customers on potential impact of network connectivity issues, link latency/loss issues, link flapping issues.
Maintain daily shift reports on the issues handled / escalated and share with the team
Work with Internet Service Providers and Network Operations team for all maintenance related cases
Monitoring the support tools performance and providing inputs for improvement of the tools to the relevant teams.
Maintaining daily report for issues observed for Core, Edge and Last mile managed customers
Timely escalation to Customer Support Managers and Sales Engineers in case of customer being unresponsive
Bachelor’s Degree in Computer Science, Electronics and Communications, Information Technology or similar
Experience: 6 months to 2yr ; Freshers with good communication and networking knowledge are also considered
Should be Willing to work in a 24 X 7 Environment
Basic understanding of network components, tools and technologies running at the Data Centre Operations / Internet Data Centre or with any ISP (preferred)
Certifications: CCNA preferred
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