Virtela - Manager - Customer Engineering - IP/MPLS

PRE-REQUISITE:

- Excellent verbal and written communication skills

- Able to contribute to the work group as a team player

- Experience working on Projects & Project Implementation

- Customer service skills including the ability to work with customers in completing their circuit/service installations

- Good understanding of OSI Layer 1 and 2 protocols

- Configuration, installation and troubleshooting of Cisco and Juniper routers, Layer-2 and Layer-3 switches, Dial up modems, wireless devices

- Detailed understanding and working knowledge of routing protocols like BGP, OSPF, EIGRP, RIP, RIP v2.

- Working knowledge of MPLS-VPNs (L3 and L2 VPNs), IPsec and SSL VPNs, QOS, Wireless communication, load balancing/sharing techniques.

- Working knowledge of Switching techniques: VLAN, VTP, various flavors of STP, dot1x, Ether-Channel

- Has the ability to pro-actively identify areas of improvements and works towards a better delivery of the projects

- Experience on Firewalls / wan accelerators are preferred.

- Thorough knowledge of provisioning circuits including working directly with circuit providers and understands

- Has worked in a global environment and with global vendors/carriers/stakeholders

- Has a sound understanding of the technologies like Cisco, Juniper, Alcatel routers & switches.

RESPONSIBILITIES:

Responsible for implementing complete end to end Network Solutions for the customers. Responsible for interacting with internal groups, vendors and customers to coordinate the timely implementation of customer networks and data services. Responsible for the final installation of circuits and data services, to a great - customer satisfaction

Duties: Organizational, Professional and Technical

- Team Management for the Customer Engineering Team, includes goal sheets creation (SMART goals), provide regular feedback to the team members, conducting appraisals, conflict resolution and own up team issues

- Coordinate with internal Virtela groups, vendors/suppliers, and customers to implement customer orders in a thorough and timely manner.

Manage the overall process of implementing complex, technical installations.

- Responsible for the final installation of circuits and data services to achieve high levels of customer satisfaction.

- Create, maintain and enforce all processes and procedures for the CE group

- Supervise on developing processes and procedures for the final installation and turn-up of circuits and data services.

- Lead design discussions/ streamlining service delivery plans / implementations for important new customers for smooth installation/migration activities.

- Be Subject Matter Expert for few priority accounts & the team members for streamlining network design and service delivery for greater customer satisfaction.

- Attend weekly customer calls.

- Acts as the Technical Escalation (higher most) for the Customer Engineering team

- Train and mentor other team members.

- Take escalations from other team members / customers / other team members and implement complex designs.

- Work effectively on diverse type of customers from different time zones.

- Work with hardware/circuit provider for different geographical regions for installing diverse type of circuits (E1/T1, DS3, Ethernet, xDSL) and troubleshooting if required.

- Maintain and Provide weekly work report to manager.

- Perform other duties as assigned by manager.

- Foster team work across other groups within Service Delivery like Project Management, Provisioning, and outside Service Delivery like Global Operations Centre, Access Management, Sales, Backbone Engineering

- Audits Processes, Implementations, Documentations for the CE group

3. TRAINING AND CERTIFICATION REQUIRED

CCIE, CCIP, CCNP, CCNA, JNCIE, JNCIA, JNCIS is desirable.

4. EXPERIENCE:

10+ years relevant experience

5. EDUCATION:

BE and / or postgraduate qualifications

6. TECHNICAL AND OTHER SKILLS:

- MS Office proficiency

- Aptitude and desire to learn advanced Technical

- Implementation Process proficiency

- Project Management process awareness