Should have handled Infoblox - DNS, DHCP and IPAM modules. Managing Infoblox Grid Manager, Setup and manage Dashboards. rn• IP Address Space and Network discovery service management. rn• Recent installation and configuration of Infoblox appliances. rn• Configuring Infoblox DNS services, Configuring DNS Zones, Records and DHCP Service. rn• Configuring Managing DHCP Service. Defining the DHCP Scopes in the locations for the end points (PC, Phones and VCs..etc,). To handle DNS, DHCP and other product related protocols and technology. rn• Performing DDI service Incident Management and resolution, monitoring and alerting. rn• Performing System upgrades and patching. rn• Managing DDI infrastructure capacity. rn• Supporting DDI environment automation scripts. rn• Perform preventative maintenance, including the installation of hot fixes and version upgrades. rn• Ability to prioritize and perform multiple tasks. rn• Coordinate coverage for assigned support cases with Infoblox Vendor.
rn• Document knowledge in the form of knowledge base tech notes and articles. rn• Take ownership of customer issues reported and see problems through to resolution. rnDiagnose, troubleshoot, and identify solutions to resolve customer issues
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.