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Customer Service Representative @ IBM

Home > Customer Success, Service & Operations - Other

 Customer Service Representative

Job Description

We are seeking a Network Engineer, who will be placed at IBM office or customer location & will have to demonstrate expertise in primarily Routing & Switching Network Technology domain. He will be involved in installing, configuring,managing, troubleshooting & documentation of high end Routers, Switches & Firewall deployments in Enterprise & Telecom domains. He is expected to work on multiple OEM networking products & solutions with little or minimum support from OEMs on devices such as Routers, Switches, Load balancer, Firewall etc. Typical examples of the other deliverables would be of deploying, managing & implementing networking solutions to address client business requirements. Key Responsibilities:  Support Provide level 1.5 support on network issues, including troubleshooting, root cause analysis & resolutionMonitor & manage enterprise / telecom deploymentsResponsible for upgrade, update & patching of networkHave knowledge of security vulnerabilities, threats & attacksCall tracking & closer as per SLA Configuration Management Design, configure & optimize functional networks (LAN, WAN, Wireless NW) as per organizational requirements & network best practicesInstall, configure, test & operationalize IOS software as per LLD/HLD Incident Management Maintain & troubleshoot network devicesResolve issues escalated by client by troubleshooting MPLS, LL & Telecom LinksSuggest improvements to network performance, capacity & scalabilityOpen a TAC case with OEM, work with TAC engineer & customer to troubleshoot & resolve the issue. In case of hardware failure coordinate with customer to arrange spare & get the faulty replaced. Raise a RMA case with OEM, coordinate with customer & OEM to get the RMA delivered as per the SLA, coordinate for downtime & get the faulty replaced / spare with RMA & ensure faulty return to OEM. Manage & update network diagrams, update as when changes takes place Documentation & Reporting Maintain detailed documentation of configurations, changes & troubleshooting steps.Prepare regular reports on network performance & incident resolutionMaintain complete technical documentation (calls, BUGs, learning, knowledgebase etc.)Responsible for network documentation using Visio Tools, MS-Power Point etc.Prepare & Submit RCA, Incident & RMA report. Document changes & prepare MOP, Prepare & provide data to IBM PM/TL for monthly review & QBR, During critical incident setup a call between respective stack holders, Performance Monitoring Performing troubleshooting to devices failures & identify bottlenecks to ensure long term efficiency of networkMonitor & analyze network performance metrics to ensure optimal performance & address potential issues proactivelyAutomate tasks & monitor their effectiveness Collaboration Coordinating with OEM support teams as necessaryCommunicate with end users & relevant stakeholders Training & Knowledge Sharing: Provide guidance & training to other team members & other stakeholders on network functionalities & best practices.Mentor team members on technical issues Required education
Associate's Degree/College Diploma Preferred education
Associate's Degree/College Diploma Required technical and professional expertise
  • Good knowledge in L3 & L2 technologies like OSPF, EIGRP, ISIS (Advanced), BGP, VLAN's, VTP, Ether channelling, STP's, RSTP, MSTP, Subnetting, DHCP, QoS, LB etc
  • Good understanding of transport layer protocols like TCP, UDP, IP, ICMP & addressing schemas as IPV4, IPV6
  • Knowledge of MPLS, Leased Line, P2P, B2B, Telecom Circuit Connectivity etc.
  • Strong knowledge of Service Provider domain (Cisco) & Carrier Ethernet services VPLS, EVPN, PBB-VPN, L2VPN, L3VPN, Overlay VPN (L2TPv3, LISP, mGRE), Internet Services ( NAT, NAT64, Tunnel, Bundle Ethernet, CE, PE, Edge, Core, Service Router etc.)
  • Platform Skillset on - ASR9K, ASR9xx, NCS (Configuration & troubleshooting) both hardware & software
  • Ability to execute incident, problem, request, change, & release management as per ITIL Frame work, troubleshooting experience using finisar, wireshark, or other Protocol Analyzers, Syslog Analyzers etc.
  • NMS Experience of Monitoring of Large MPLS Networks / Data Centre Networks
  • Understanding of network operating systems (Cisco IOS-XE,IOS-XR)
  • Hands-on experience in troubleshooting
    • Preferred technical and professional experience
  • Excellent Verbal & Written Communication, willing to work in shifts & be available 24x7
  • Will be accountable for managing complaints & ensuring that they are resolved according to policies of the company. Maintain a detailed record of the problems & methods used to solve it
  • Leads team collaboration extending beyond work group. Team Lead experience required to handle Level 2 escalations
  • Coordinate with network equipment vendors to ensure current hardware & software features
  • Ability to function effectively in ambiguous circumstances
  • Demonstrate high-level of maturity & confidentiality
  • Ready to work from Customer Premises & relocate for project work

    • Job Classification

    Industry: IT Services & Consulting
    Functional Area / Department: Customer Success, Service & Operations
    Role Category: Customer Success, Service & Operations - Other
    Role: Customer Service
    Employement Type: Full time

    Contact Details:

    Company: IBM
    Location(s): Pune

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    Keyskills:   switching bgp routing mpls ospf udp evpn eigrp l3vpn rstp syslog icmp ios mstp vlan qos ipv4 lan cisco dhcp tcp nat protocol analyzer ce l2vpn wan ip lisp root cause analysis ipv stp ethernet vtp vpn visio vpls troubleshooting lbs internet tunnel

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