Provide in depth technical analysis to the Managed Services Assurance team
Full knowledge of RGC management systems, core network, and complex customers
Final escalation point for all technologies related to Managed Services within DAKC
Ensure contracted levels of performance are achieved by the proactive surveillance, event control and escalation management of performance related incidents.
The position is expected to meet all agreed SLA metrics as contracted by Reliance Globalcom and to minimize service impacts to customers within established cost parameters
Act as 3rd line Escalation for all Managed Services incidents
Act as point of contact for client and internal requests
Direct less senior engineers and help to coach and mentor them without being line manager
Duties and Responsibilities:
The Assurance Engineer role will involve but is not limited to
Analysis of complex switching and routing faults
Preparing technical and testing documentation and supporting testing stages of incidents
escalation point for internal, client or vendor requests or escalations
coach and mentor less senior engineers
work close with the networking teams in fault scenarios
Key Performance Indicators :
Customer Satisfaction (CSAT).
Complex faults remain within SLA
MTTR SLA’s are met
Full knowledge (via tests) of the RGC processes.
100% adherence to the customer design standards, and the documentation compliance
answer phone within 5 rings
95% of all performance related alerts are acknowledged and tickets created within 15 minutes of event notification.
80% of all tickets are to be resolved within 48 hours
All tickets are to comply 100% with Reliance Globalcom Standards.
95% of all Notifications to be completed within 15 minutes of due time.
>95% achieved in monthly NMC ticket audit
Minimize escalation to in country Level 3 teams
Contact with Others :
Mainly GSD, GSC, Assurance Managers Service Managers. Also IEs and TDAs and other technical and none technical staff.
For People Management Positions Only :
No of people directly supervised:
Total size of the team:
Qualification & Experience :
Educational / Academic Qualification
Professional Certifications / Additional Qualification
CCIE Routing and Switching
Security certified, Riverbed
5-7 yrs of experience within a IP engineering service provider
CCIE, with 1 years experience since accreditation
Other Criteria(If not addressed above)
Good knowledge of general Networking and Telecoms
The candidate will have more than 5 years experience in configuring Cisco routing and switching networks.
- Experience in trouble shooting WAN and LAN environments
- Experience in working is a service provider environment
- Experience in working with multiple providers and technologies
- Confident English written and verbal communication skills and experience discussing solutions with clients.
- Experience in completing high quality technical documentation for internal and client use.
- Experience helpdesk environment
- proficient MS office (MS Word and Excel user)
Technical/Functional Skills: ( Use "E" to denote Essential and "D" for Desirable)
E - MS Word and Excel knowledge
E – Networking or telecoms experience
E – Experience with Cisco routers
E – Good understanding of TCP/IP
E - Good conceptual understanding of applications layer protocols (FTP, CIFS, MAPI, HTTP, SSL, etc)
E - Experience with management and monitoring tools (SNMP based)
E - Experience with reporting tools (SNMP and/or Netflow based)
E - Working experience in a support role (level2/3) in a service provider environment
E – Ability to analyse data and transfer into a reporting package/with executive summary
E- Excellent understanding of QoS (Quality of Service) concepts
D - Working experience in an implementation engineering role in a service provider environment
D - Riverbed Certified Solutions Professional certification (RCSP)
D - Cisco CCNA or CCDA certification
D - Experience with scripting, programming and regular expressions
D – Ipanema/Riverbed experience or that of another WAN Optimisation vendor (Juniper WXC, Bluecoat WAN Optimisation, Cisco WAAS)
Competency & Behavioral Skills: ( Use "E" to denote Essential and "D" for Desirable)
E - Ability to learn new technologies quickly
E - Excellent English written and verbal communication skills
E - Ability to work under pressure
E - Ability to work to tight deadlines and produce good quality work
E – Able to multitask to manage multiple project workloads.
E - Sense of ownership to see things through to completion
E – Confident at presenting and talking to clients and vendors
E- willing and able to work shifts
D- ability to mentor and coach less experience staff