2-5 years of experience in Network Operations support Working experience in handling soft calls e.g. Genesys (Contact center support for Technical Support calls from infra users) Experience in working on ITSM Ticketing Tools ? ServiceNow Monitoring Network Performance and identify or detect potential issues or incidents using various Monitoring tools Monitoring alerts through specific network monitoring tools ? that includes but not limited to Data, Voice / Client and SDWAN monitoring Respond to alerts and incidents adhering to SLA, analyze and escalate issues as needed Handle UCC calls ? skilled in inbound /outbound call flows Execute document-based troubleshooting or resolution steps on handling known errors and issues Good Knowledge in Switching & Routing, Wireless, SDWAN Knowledge in both Switching Protocol ? VLAN, VTP, STP, Trunk and Stacking, and Routing Protocol ? Static, Default, RIP, EIGRP, OSPF, BGP Basic troubleshooting trunk, signaling, one-way audio issues Responsible for investigating and troubleshooting L1.5 level Network issues. Good in Documentations - Prepare and update Standard Operating Procedure (SOP) Technical co-ordination with the OEM support in the event of any Technology assistance Technical co-ordination with Service provider for Network service-related issues (Ex: Circuit down, Packet loss, Slowness, Flap) Coordinate with Customer Local Site Contact for Hardware/cabling/ WAN link related issues Be a part of the support organization that provides 24/7 Operations and escalation support on a rotational shift basisGood-to-Have Knowledge of Monitoring Tools (ManageEngine, SolarWinds, CA Spectrum, 24x7, Cisco Prime, Aruba airwave) Knowledge in ServiceNow or equivalent ticketing Tool CCNA or Contact Center Certification ITIL Certified or working knowledge of ITIL Incident, Problem and change Management disciplines. Having knowledge of Voice protocols (H.323, IP, SIP) Having knowledge of Reporting (CDR)