Description
We are seeking a Sr. Technical Service Advisor to join our team in Bengaluru, Karnataka, India. The successful candidate will be responsible for providing post-sales customer service to our customers and acting as a single point of contact for customer service issues.
Responsibilities:
- Act as a single point of contact for post-sales customer service issues in the account for the customer, partners, and account team
- Support the account/customer with alignment to services sales and product sales activities
- Track and manage the deliverables of HPE Networking Foundation care, Advanced Care, Premium Care
- Help support cases resolved as per SLAs and expedite/escalate critical issues among HPE Networking technical support teams
- Proactively escalates and brings people with required expertise together to bring critical and important issues to closure
- Act as an interlock between Customer and HPE Networking Professional Services, Advanced Services and Education Services for the services to be delivered to the customer
- Coordinate and oversee all customer service delivery into the account
- Conduct Periodic reviews with customer to review Juniper service delivery metrics, SLA and quality
- Establish a customer specific operational status and reporting framework (using ITIL), and lead in the delivery and presentation of status reports
- Uses professional knowledge to review and assess open software defects
- Delivers proactive consulting services such as technical analysis and recommendations
- Partners with Customers in conducting periodic Juniper product health checks to identify potential product improvement areas
- Reviews and evaluate network plan and assist in the planning of new feature implementation and product deployment
- Engages with HPE Networking engineering teams to improve potential quality issues with products
- Document and maintain customer network solutions knowledge and educates other internal Juniper resources for a better support experience
Requirements:
- Bachelor's degree in Electrical/Electronic Engineering, Computer Science or equivalent
- 8+ years' experience in designing, implementing, and solving technical problems of the state-of-the-art Datacenter, IP/MPLS-Networks
- 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 the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN , EVPN, SD-WAN & Wireless is a plus
- Experience working in large enterprises, Network service providers have added advantage
- ITIL Framework process knowledge will be an added advantage
- Experience and desire to work on automation will be valuable in long run
- Amiable communication, interpersonal and social skills will make a difference!
- HPE Networking product certifications (HPE Aruba Networking – switching, Campus access, Data Center, HPE Juniper – JNCIA/ JNCIS/JNCIP/JNCIE) or industry equivalents are helpful