Company Overview :
Stratogent provides managed services for on-premise and cloud hosted infrastructure. Our customers are large or mid-sized corporations, predominantly in USA.
We were founded in 2005 and operate out of Silicon Valley and Bangalore.
Customers entrust the 24x7 monitoring and management of their entire infrastructure stack to Stratogent so they can focus on the application functionality or business level projects.
Stratogent is among the few managed service providers with true hybrid cloud expertise. Customers ask us to extend or migrate their infrastructures between datacenters, AWS, Azure cloud as well as Office 365.
We wrap the compute-storage-network platform with our monitoring, backup and security operations services that cover all the 24x7 requirements of running an enterprise grade application.
Job description :
Primarily Responsible for the successful run of Offshore NW Operations & Support within defined SLAs
Manage the team of senior Network engineers to run operations and successful execution of projects
Be the Mentor and technical authority in NW infrastructure technical support & troubleshooting areas to L2 & L3 Network Engineers
Design solutions in the following areas -Routing, Switching & Firewalls
Deliver assigned NW implementation and transformation projects, if any
Business Relationships :
Coordinating internally peer group within the function and other technical functions
Works closely with all stakeholders (Internal and external)
Must-have Skills :
Should have strong hands-on experience in Configuration and Troubleshooting of variety of Network Devices and also possess good understanding of overall network setup and how everything works together.
Must be hands-on expert in the following areas in an Enterprise / Data Centre infrastructure environment. Should have strong hands-on experience in Configuration and Troubleshooting.
Technical skills :
Cisco routers administration
OSPF, BGP routing protocols
MPLS, QOS, VPN
Layer 2 Switching,
Layer 3 Switching,
VLANs, STP, etc.
3. Must be good in troubleshooting with :
Analysis using logs
Analysis of Alerts
Able to Perform Root Cause Analysis for the incidents
Must demonstrate mature and logical thinking when faced with projects and troubleshooting tasks
Must be able to prepare project documentations such as design documents
Create or review the project implementation plan
Must be able to deal with ambiguity. Team lead must deal with a level of ambiguity and cannot halt an entire deliverable just because some part of the work is unclear
Must have prior experience of onsite-offshore delivery model and should have directly worked with US / European customers or colleagues
Must have ITIL process knowledge
People with additional skills in NW Security are given preference. Experience in any of the following is nice to have
Cisco ASA administration
FortiGate firewall administration
Palo Alto Network Firewall administration
Prior experience working at a Large Enterprise / Managed Services / IT Services company is preferred, and a background in dealing with global teams and remote teams will be a strong plus.
Certification in ITIL will be a strong plus
A strong plus would be breadth of technical experience i.e. candidate has done enough in depth in at least two areas and has some understanding of other areas : Firewall, Routing, Switching, MPLS, WAN acceleration, load balancer, point to point links, etc.
Knowledge of SolarWinds tools will be a big plus
Key Responsibilities :
Work on multiple projects and operational activities both as a lead and team member
Responsible for leading and executing technical discovery, design, and deployment deliverables
Design, implement, maintain, review and troubleshoot setups complex Networking Infra Environments
Work closely with Service Delivery Managers & Service delivery teams to prepare required documentation like HLD,LLD and Test Plan and prepares execution plan & WBS required for the project implementation and review the documents required to execute any minor or major changes in the environment
Establish best-practices based configurations in support of customer requirements
Applies experience and subject matter knowledge to solve complex business issues within established guidelines and recommends appropriate alternatives.
Design, Configure, maintain and troubleshoot Complex Networking infrastructure environments
Troubleshooting to a specialist level including Resilient and High Availability service solutions
Lead product evaluations and proof of concepts for latest technologies
Technical solution for project works and escalations
Design documents, SOP and Work breakdown
Internal and external customer satisfaction
Productivity and quality of network team members
Quality, Cost and time saving from automation and process improvement
Progress tracking and reporting of SLAs
Participates in planning sessions with service delivery team and Clients representatives, to develop project roadmap for assigned solution designs
On need basis attend customer CR review meetings to clarify any queries and get it approved
Identify process and technological improvements and assist Service delivery managers to present it to customer
Identifies tasks that keep recurring e.g. OS or firmware upgrade, device installation & configuration, and get procedures and checklists created.
Identify areas for automation and work with managers to get it done.
Go over frequent and persistent alerts and bring up observations and action items to discuss with seniors and peers for further actions
Assist service delivery manager in customer onboarding, project planning and execution
As a lead, makes sure the team will respond to requests and incidents and project tasks from the clients or
Coordinates with various teams to perform New Implementations, migrations, consolidations, upgrades and decommissioning projects
Customer satisfaction (internal and external)
Manage Internal team of network engineers and resolve their issues / concerns or incidents in timely manner and within SLA.
Provide direction to the team and facilitates information validation and team decision-making process
Supervise and perform routine administration, troubleshooting, Hardening and maintenance of various kind of networking devices
Supervise in scheduling and completing tasks and status reports, assisting with problem escalation
Familiarize the team with the customer needs, specifications, design standards, techniques and tools to support task performance.
Utilize staff strengths, mentor staff in weak areas and identify areas for improvements and trainings
Track and review team members performance and work with managers for the improvement
Review SOPs prepared by team members and suggest improvement
Help team technically with escalated incidents and requests.
Monitor operations of network and networking devices, continually research industry-standard and new cutting-edge technologies for suitability for our customer requirements and recommend the same to service delivery team for customer communication
Supervise the team on patch management using industry standard tools or manually
Create the shift roster with names and get the approval from Ops manager before publishing it monthly
Daily Shift reports review
Interview, select and onboard new technical members
Incidents & Requests
Identifies risky changes, and works out a contingency plan and is primary owner for incident reports that get sent to customers for major issues.
Escalate issues which cannot be resolved to seniors and peers
Assist service delivery manager and other seniors : When he / she requests validation of work done or analysis of a new customer request, review the work or ticket.
Ensures compliance with change control processes & IM processes are adhered to
Provide regular status reports and incident reports to manager.
Track, report and improvise quality of deliverables (incident / problem solution, requests and projects).
Introduce innovative ideas for quality improvements
Communication skills - excellent Written, Reading Comprehension, listening and Verbal communication
Creativity / Innovation : Generates many new and unique ideas; makes connections among previously unrelated notions; is unafraid to use unorthodox methods;
is original and value-added in brainstorming settings.
Intellectual Acumen : Intelligent and capable to deal with concepts and complexity comfortably, good at learning and deciphering new knowledge, able to assimilate new skills independently
Flexibility : The ability to adapt to and work effectively with a variety of situations, individuals, or groups. It is the ability to understand and appreciate different and opposing perspectives on an issue, to adapt and approach as the requirements of a situation change, and to change or easily accept changes in one's own organization or job requirements
Team work : A genuine intention to work cooperatively with others, to be part of a team, to work together as opposed to working separately or competitively.
Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
Role Specific Competencies
Planning and Organizing : Accurately determines the length and difficulty of tasks and projects; sets clear, realistic, and measurable goals;
sets priorities and time parameters to accomplish tasks and projects; anticipates roadblocks and develops contingencies to redirect tasks so momentum is not lost.
Quality and Thoroughness : Underlying habit of keeping the quality as integral part of day to day work. Attention to detail should be habitual.
Accountability : The extent to which one internalizes and outwardly expresses responsibility for timeliness, commitment to task, adherence to performance standards, and conformity with the rules and policies of the organization.
Customer Focus : Commits to meeting the expectations and requirements of internal and external stakeholders; acts with stakeholders in mind;
values importance of providing high-quality customer service
Team Leadership : Builds cohesive teams of people within the organization; shares win and success such that each team member feels valuable and appreciated;
guides teams to establish and achieve goals. Direct, develop and motivates others in the team.
Decision Making : Makes timely and sound decisions through identifying and understanding issues, priorities, problems, opportunities and probable consequences, comparing data from various sources to draw conclusions (contextual and systems analysis), and using effective approaches for choosing a course of action or developing appropriate solutions.
Business / Operational Process : Follow existing process & policies. Designs practices, processes, and procedures necessary to get things done;
simplifies complex processes; gets more out of fewer resources; creates systems that manage themselves.
Analytical thinking : Understanding a situation by breaking it apart into smaller pieces, or tracing the implications of a situation in a step-by-step causal way.
Analytical thinking includes organizing the parts of a problem or situation in a systematic way; making systematic comparisons of unique features or aspects;
setting priorities on a rational basis; identifying time sequences, causal relationship or if then relationship