Delhi
Responds to and troubleshoots alerts from monitoring tools and product incidents reported by peer groups, stakeholders and support teams. Works on issues related with our SD-WAN (Viptela) settings, Cisco SDN (ACI), FTD, network infrastructure and Security infrastructure.
Verifies that all reported Incident and Problem Management tickets created for application and infrastructure supporting our product are accurate and kept up to date; Acts as second tier response and technical support for incident management and resolution.
Verifies that all incoming incidents are in the ticketing system. Responsible for escalating and prioritizing any unresolved issues to the appropriate on-call staff and facilitating ticket closure in a timely manner.
Manages Incident Communications regarding product availability, product degradation, major Incidents, or customer reported issues to Ops Managers and other teams or personnel within SLA parameters.
Performs timely notification updates to middle and senior management electronically and via established communication channels for extended outages and maintenance windows.
Responds and delivers to requests relating to operational efficiency, security practices, capacity management, service management and product reliability
Responsible for the Outage and Maintenance, the accuracy of the official Product Status Announcement Templates, and all other associated reports and documentation.
Meets regularly with operations teams, development, and other Site Reliability staff to prioritize upcoming stage and live application, deployment, or project tasks.
Manages priorities with occasional guidance from peers and management.
Researches and recommends solutions for repeated manual procedure and lengthy operations.