Sr. Technical Representative, Global Service Desk (TCF)

Role overview

Critical incident responsibilities

• Manage P1 and P2 major outages across global environments.
• Coordinate technical support teams on incident bridges to restore services quickly.
• Receive, analyze, monitor and resolve network problems in accordance with SLAs.
• Drive incident management process efficiency and effectiveness.
• Monitor incident management effectiveness and recommend improvements.
• Perform timely hierarchical and functional escalations.
• Send periodic updates to business stakeholders and leadership.
• Achieve management-defined KPIs.
• Maintain documentation on service restoration bridge progress.

Network responsibilities

• Assist in maintaining corporate LAN/WAN infrastructure uptime.
• Troubleshoot corporate TCP/IP and MPLS networks, including carrier vendor circuits.
• Maintain and troubleshoot routers, switches, hubs, CSU/DSUs, firewalls, modems, controllers, multiplexors and data probes.
• Work with Cisco, Juniper, Palo Alto and Fortinet network devices.

Technical requirements

• Good understanding of IT infrastructure and applications in BPO call center environments.
• Knowledge of routing protocols including RIP, OSPF, IGRP, EIGRP and BGP.
• Knowledge of TCP/IP and MPLS networking protocols.
• Knowledge of firewalls and packet capture tools.
• Knowledge of Windows and Linux operating systems.
• ITIL certification is an added advantage.

Additional requirements

• Open to working in a 24x7 environment.
• Self-starter with a sense of urgency who works well under pressure.
• Able to interact with internal and external customers in a friendly and professional manner.
• Able to work in a fast-paced environment and contribute as a team player.
• Able to multitask, prioritize and meet delivery timelines.

Location and schedule

• Work location: Gurugram, India, at SP Info City Towers A and B.
• Employment schedule: Full time.