• To ensure all MACD and incidents are processed within agreed SLA with client. Administrating & MACD for IPSEC VPN tunnels, Firewalls and DNS policies.
• The Co-ordination of fault escalations, in conjunction with the 1st level engineers/vendors providing high-level technical management of priority or technically complex calls.
• Provides Level2 Incident management and Problem management.
• Perform advanced troubleshooting to isolate technical faults as the 2nd Level Escalation contact.
• Part of a global support Level 2 team. (Covering after-office hours for USA)
• Provides standby support on weekends and after office hour for critical changes.
• Deliver internal training and/or knowledge transfer to team.
• Provide mentorship to 1st Level Engineers to develop technical awareness and meet objectives for certifications
• Complete personal projects as may be assigned by the Teamlead/ Techlead/ Program Lead
• Possess thorough understanding of our service offerings, technical preferences and technical direction
• Manages day-to-day client interaction and expectations, clearly articulates ideas and thoughts verbally or through mail

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.