Description
Start Date: ASAPDuration: 6 months with extensions
Location: Paris, France
Schedule: 5 days on-site in clients headquarters
Job Title:
Network and Communications Operations Specialist
Job Summary:
The Global Network and Communications (GNC) Operations function ensures an efficient day-to-day operation of the delivered services, in order to guarantee and to exceed the agreed service levels. They will also drive continuous improvements in the Operations service.
Under the supervision of the GNC Operations Support Team Leader, the Network & Communication Operations Support Specialist is responsible for providing L2/L3 support at a zone level for all Network and communications services and for escalating to Architecture and Build teams for the most complex L3 support activities.
The candidate ensures an efficient collaboration with NOC/SOC providers and other zone Operations teams to solve any incident or issue as soon as possible. He/She also ensures appropriate incident escalations and Problem Management to facilitate the continuous improvement of the build. As part of his/her job he/she actively supports a customer centric culture.
The main challenges associated with the position are the following:
• Ensure compliance with global information security policies and practices
• Provide technical support to operational issues for both network and communication services
• Deploy the relevant monitoring tools and develop the correct mindset to ensure proactive Incident Management
• Ensure efficient collaboration with NOC/SOC and facilitate the transition to the global Operations Center when it will occur
Tasks:
Handle the events escalated by ITSC and NOC / SOC teams for the diagnosis and resolution of most complex incidents
• Escalate to Support team-leader, Build and Architecture teams as required for certain major incidents
• Assist ITSC Service Desks to ensure smooth and efficient collaboration with NOC / SOC providers
• Assist NOC / SOC providers to ensure continuous improvement of daily operational activities
• Provide clear reporting to Delivery Managers and Build Project Managers to ensure appropriate communication to the ITSC and business stakeholders
• Monitor and analyze network performance and address identified issues in a proactive manner
• Participate in on-call process as required
• Ensure proper knowledge transfer to other Operations Support teams to guarantee the efficiency of the follow-the-sun level 2 support
• Handle the hand-over of packages provided by Build
• Ensure that the clients IT and Security policies and standards are enforced
Required skills:
Level of education/qualifications normally required:
? Bachelor’s Degree in Information Technology or related discipline
? Advanced Professional certification in network domain ( CCNP, … )
? ITIL v3 foundation certification
Specific work experience:
? Previous experience in operating mission critical network services and/or communications services with high customer expectations
? Experience in Service Transition process
? Experience working with providers
? Strong shell scripting experience
? At least 5 years of experience in IT
Technical / functional skills:
? Deep knowledge of Network infrastructure (WAN / Internet, LAN / Wireless LAN, Perimeter Security) and related products, manufacturers (Cisco, Riverbed, …) and protocols
? Deep knowledge of Communication services and technologies and associated technologies (PBX, IPT, VoIP, CUCM, MCU, …) and related products, manufacturers (Cisco, Tandberg, Vidyo, …) and protocols (H.323, SIP, WebRTC, Hangout…)
? Deep knowledge of common network monitoring tools ( Alaloop, MRTG, Solarwinds, Wireshark …)
? Broad range of understanding of ITIL, ITSM and industry best practices
? Good understanding of incident management processes and procedures as well as ticketing platforms
? Proven analytical and troubleshooting abilities