Senior Technology Lead

ABOUT US

Infosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.

Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

Role: - Technical Process Lead (L2 Network Engineer)

Visibility: 12 Months Full-time Contract Role

Location: - Sydney

NOTE - 24*7 Support operations

Only applicants with Australia full work rights, i.e., holding a valid visa will be considered for the role.

Please note - if your application is shortlisted, you may receive screening a call from our recruitment team based in head office in India, we kindly request you to attend the call and connect with our team to further discussed about the opportunity.

JOB DESCRIPTION: -

Roles and Responsibilities

• Act as the escalation point of contact for customers/Service Desk and L1 team.
• Good understanding of Incident management, Service Request management, Change and Problem management processes.
• Device lifecycle management, project to BAU handover activities.
• Escalation Management.
• Event Management.
• Good understanding of major incident management workflow and processes.
• Follow up with vendors and stakeholders to ensure smooth operations.
• Adherence to customer SLA and End customer Experience.
• The role is focused on the break-fix support, operational, platform lifecycle management.
• The Operations support and operating environment is a 24/7 'always open' model.
• The successful candidate must be capable of providing Business Hours onsite and 24/7 'on-demand' remote fault escalation Operational Support.
• The role requires high proficiency, and knowledge in troubleshooting mentioned below as well as strong skills in day-to-day operational management of a complex issues.

• Key products:
• Cisco - cisco Prime, wireless controller, WAAS, ACI, Nexus
• Meraki
• Fortinet
• Juniper
• Cisco Secure Access
• Palo Alto
• Zscaler
• Netskope
• Checkpoint
• Cisco FND

• Technology:
• Routing, Switching, Wireless
• SDWAN - Viptela, Meraki, Velo Cloud
• 4G troubleshooting
• Data Centre Networking

• Strong Troubleshooting skills on:
• Carriage - PE and CE
• IP routing, Switching and Wireless

• Any Certifications in Cisco, Juniper, Aruba/HP, SDWAN certification such as CCNA, CCNP

• Good communication skills (verbal and written)
• Good team player