Tata Consultancy Services
Network Operation Center Agent
Tata Consultancy Services, Columbus, Ohio, United States, 43224
Technical/Functional Skills
Knowledge on routing, switching, Wireless LAN, Firewall.Understanding of different types of communication link and coordination withservice provider to fix the communication link issue.
Experience Required
1.Excellentexperience in monitoring large and complex enterprise network.
2.Clearunderstanding of OSI layer.
3.Knowledgeon LAN/WAN/WLAN/ Cisco unified call manager
4.Runningdifferent monitoring command on routers, switches, Cisco Unified communicationmanager and WLAN controllers in a production environment.
5.Familiarwith different WAN technology like, MPLS, IPSec VPN, DMVPN, Dark fiber, SD-WAN,and understanding of Cisco IOS, ASR and ISR routers.
6.MonitoringExperience of Cisco Nexus (7000, 93000, 55xx and 2xxx) and Cisco 65xx, 45xx,3xxx,29XX, Cisco IE-4010-4S24P series switches.
7.Monitoringexperience of Cisco 8500 series, 5500 series Wireless Lan Controller
8.Monitoringexperience of Cisco ASA, firepower and FortiGate firewall.
9.Monitoringexperience of F5 BIG IP LTM, GTM, ASM, and vCMP setup in F5 Viprion
10.Monitoringexperience of Cisco voice gateway and unified communication manager
11.Familiarwith OSPF, EIGRP and BGP routing protocols; PIM multicast, TCP/IP, VLSM andACLs.
12.Experiencein operating different monitoring tool like Solarwinds, Telenium Spectra,Service now and Netcool.
13.Familiarwith different network/fiber cables and fiber connector types.
14.Clearunderstanding of microwave/fiber devices.
15.Strongcustomer service focus
16.Manage andguide the team, interface with Customer and handle the Escalation management
17.Excellentcommunication skills. Must be able to clearly interact with customer,understand the requirements and communicate with the offshore team. Must beable to participate and represent the team in Change and Incident Managementmeetings.
18.Responsiblefor identification and assisting in mitigation of risks and vulnerabilities
19.Ability towork under pressure in a fast-paced environ.ment
20.Handle theVendor Management
21.Experienceon incident handling and escalate to co rrect time if required.
22.ITIL V4Framework
23.GoodTechnical Communication and documentation
24.Awareness ofindustrys latest technology trends and applications
25.Ability tothink strategically
26.Very strongclient-facing and communication skills
Roles & Responsibilities•Hands-on experience in supportingNetwork Operations Center •Provide24x7x365 monitoring of the AEP Telecommunications Infrastructure including allassociated Transport, Fiber, 800 Mhz radio, FAA Tower Lighting, Voice/VideoSystems, Wireless and LAN/WAN assets. •Coordinatescommunication and restoration of Telecommunication service through the standardon-call process or through SWAT calls and dispatches resources from all TCOMteams in support of outages. •ProvidesTier1 and Tier 2 support for all Telecommunication resolutions includingmanaging all ticket creation and escalation with leased line telecommunicationcarriers through to resolution. •Providessupport for all TCOM teams in reviewing all Changes and submitting associatedformal requests with the business units systems for outages to SCADAconnectivity. •ProvideServiceNow reporting and Change Control support for all TCOM Field andConstruction Teams. •Providemanagement of the Check-In-Check-Out process for all TCOM and contractassociates entering and leaving TCOM remote locations to ensure physical safetyfor all who are working at these sites. •Responsiblefor monitoring, and resolution of system alerts for Transport, LAN/WAN, SiteEnvironments, Tower Lighting, Fiber, Voice Systems, and TelecommunicationLeased Lines. •Work asa single point of contact for support and participate in joint resolution for3rd party AEP Leased dark fiber customers including rural broadband providingtrouble support, outage communication/coordination and dispatching for anyservice issues. •Monitorin scope telecom devices and review all TCOM changes while managingcommunication to business units/dark fiber customers, and escalations/dispatches to other TCOM teams. •Troubleshootand resolve the TCOM network supporting SCADA networks using the approvedNERC-CIP access protocols to gear at sensitive sites. •ServiceProvider Telecom team at on site will be operating out of AEP NOC Location(s) inOhio. •Troubleshootissues at NERC CIP networked sites using approved NERC CIP access protocols. •Documentand update training material found in Knowledge Base articles in ServiceNow andon the teams web site. •AttendProduction Review and Change Advisory Board (CAB) meeting (Daily) •Supportsustainability of security control framework and audit management processes
Generic Managerial SkillsMustbe able to clearly interact with customers, understand the customersrequirements. Interact with team lead and other team members to improve supportquality
Salary Range: - $65,000 to $70,000 a year
Knowledge on routing, switching, Wireless LAN, Firewall.Understanding of different types of communication link and coordination withservice provider to fix the communication link issue.
Experience Required
1.Excellentexperience in monitoring large and complex enterprise network.
2.Clearunderstanding of OSI layer.
3.Knowledgeon LAN/WAN/WLAN/ Cisco unified call manager
4.Runningdifferent monitoring command on routers, switches, Cisco Unified communicationmanager and WLAN controllers in a production environment.
5.Familiarwith different WAN technology like, MPLS, IPSec VPN, DMVPN, Dark fiber, SD-WAN,and understanding of Cisco IOS, ASR and ISR routers.
6.MonitoringExperience of Cisco Nexus (7000, 93000, 55xx and 2xxx) and Cisco 65xx, 45xx,3xxx,29XX, Cisco IE-4010-4S24P series switches.
7.Monitoringexperience of Cisco 8500 series, 5500 series Wireless Lan Controller
8.Monitoringexperience of Cisco ASA, firepower and FortiGate firewall.
9.Monitoringexperience of F5 BIG IP LTM, GTM, ASM, and vCMP setup in F5 Viprion
10.Monitoringexperience of Cisco voice gateway and unified communication manager
11.Familiarwith OSPF, EIGRP and BGP routing protocols; PIM multicast, TCP/IP, VLSM andACLs.
12.Experiencein operating different monitoring tool like Solarwinds, Telenium Spectra,Service now and Netcool.
13.Familiarwith different network/fiber cables and fiber connector types.
14.Clearunderstanding of microwave/fiber devices.
15.Strongcustomer service focus
16.Manage andguide the team, interface with Customer and handle the Escalation management
17.Excellentcommunication skills. Must be able to clearly interact with customer,understand the requirements and communicate with the offshore team. Must beable to participate and represent the team in Change and Incident Managementmeetings.
18.Responsiblefor identification and assisting in mitigation of risks and vulnerabilities
19.Ability towork under pressure in a fast-paced environ.ment
20.Handle theVendor Management
21.Experienceon incident handling and escalate to co rrect time if required.
22.ITIL V4Framework
23.GoodTechnical Communication and documentation
24.Awareness ofindustrys latest technology trends and applications
25.Ability tothink strategically
26.Very strongclient-facing and communication skills
Roles & Responsibilities•Hands-on experience in supportingNetwork Operations Center •Provide24x7x365 monitoring of the AEP Telecommunications Infrastructure including allassociated Transport, Fiber, 800 Mhz radio, FAA Tower Lighting, Voice/VideoSystems, Wireless and LAN/WAN assets. •Coordinatescommunication and restoration of Telecommunication service through the standardon-call process or through SWAT calls and dispatches resources from all TCOMteams in support of outages. •ProvidesTier1 and Tier 2 support for all Telecommunication resolutions includingmanaging all ticket creation and escalation with leased line telecommunicationcarriers through to resolution. •Providessupport for all TCOM teams in reviewing all Changes and submitting associatedformal requests with the business units systems for outages to SCADAconnectivity. •ProvideServiceNow reporting and Change Control support for all TCOM Field andConstruction Teams. •Providemanagement of the Check-In-Check-Out process for all TCOM and contractassociates entering and leaving TCOM remote locations to ensure physical safetyfor all who are working at these sites. •Responsiblefor monitoring, and resolution of system alerts for Transport, LAN/WAN, SiteEnvironments, Tower Lighting, Fiber, Voice Systems, and TelecommunicationLeased Lines. •Work asa single point of contact for support and participate in joint resolution for3rd party AEP Leased dark fiber customers including rural broadband providingtrouble support, outage communication/coordination and dispatching for anyservice issues. •Monitorin scope telecom devices and review all TCOM changes while managingcommunication to business units/dark fiber customers, and escalations/dispatches to other TCOM teams. •Troubleshootand resolve the TCOM network supporting SCADA networks using the approvedNERC-CIP access protocols to gear at sensitive sites. •ServiceProvider Telecom team at on site will be operating out of AEP NOC Location(s) inOhio. •Troubleshootissues at NERC CIP networked sites using approved NERC CIP access protocols. •Documentand update training material found in Knowledge Base articles in ServiceNow andon the teams web site. •AttendProduction Review and Change Advisory Board (CAB) meeting (Daily) •Supportsustainability of security control framework and audit management processes
Generic Managerial SkillsMustbe able to clearly interact with customers, understand the customersrequirements. Interact with team lead and other team members to improve supportquality
Salary Range: - $65,000 to $70,000 a year