Description
We are seeking a Senior Technical Service Advisor to work onsite at our HPE office in Bengaluru, Karnataka, India.
As a Senior Technical Service Advisor, you will be a customer advocate within Juniper and serve as a single point of contact for the customer for all post-sales service needs.
Responsibilities:
- Stay in alignment with the customer and accounts team concerning services sales and delivery
- Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper technical support teams
- Proactively escalate and bring people with required expertise together to bring critical and important issues to closure
- Act as an interlock between Customer and Juniper Professional Services, Advanced Services, and Education Services for services to be delivered to the customer
- Engage on major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers
- Conduct periodic reviews with the customer on Juniper service delivery metrics, SLA, and quality
- Establish a customer-specific operational status and reporting framework (preferably using ITIL) and lead in the delivery and presentation of status reports
- Use technical knowledge to review and assess open software defects and discover potential risks associated with deployment plans
- Assist the customer in making use of proactive consulting services such as technical analysis and recommendations
- Partner with customers in conducting periodic Juniper product health checks and configuration/design reviews to identify potential improvement areas
- Review and evaluate network change plans and assist in the planning of new feature implementation and product deployment
- Engage with Juniper engineering teams to improve potential quality issues with products
- Document and maintain customer network solutions knowledge and educate other internal Juniper resources for a better support experience
Requirements:
- Deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6)
- Reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN
- Knowledge and experience of newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless (plus)
- Experience working in large enterprises or network service providers (added advantage)
- ITIL Framework process knowledge (added advantage)
- Experience and desire to work on automation (valuable in the long run)
- Amiable communication, interpersonal, and social skills
- Juniper product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents (helpful)
Benefits:
- Comprehensive suite of benefits that supports physical, financial, and emotional wellbeing
- Investment in career development and growth
- Unconditional inclusion and celebration of individual uniqueness