Senior Technical Service Advisor
The Technical Service Advisor team provides "forward-looking" technical services to optimize network reliability and performance for designated customers.
We are passionate about enabling our customers towards a fast, risk-free deployment of network services. We assist our customers to evaluate network for performance, scalability, and security and provides recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new Juniper software and hardware features in the customer's network.
Key responsibilities include following, but not limited to:
Engage with customer as single point of contact during business hours.
Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper technical support teams. May need to provide relevant technical inputs to facilitate and expedite escalated problem resolution.
Act as interlock between Customer and Juniper PS, AS for services to be delivered to the customer
Conduct Periodic meetings with customer to review Juniper service delivery metrics, SLA etc.
Participate/ assist in customer maintenance windows.
Uses professional knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partners with the customer to develop mitigation plans.
Delivers proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc…)
Partners with Customers in conducting Juniper product health checks in order to identify potential product performance problem areas. Based on the evaluation makes a relevant recommendation to optimize operational performance in respect to design/topology/configuration.
Reviews and evaluate network plans and assists in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software.
Engages with Juniper engineering teams to improve potential quality issues with products.
Documents and maintains customer network solutions knowledge and educates other internal Juniper resources for a better support experience.
Skill specifications
The candidate is encouraged to have a deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6). Should possess reasonable expertise on 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.
Experience and desire to work on automation will be valuable in long run.
Amiable communication, interpersonal and social skills will make a difference!
Juniper product certifications (JNCIS/JNCIP/JNCIE) or industry equivalent are helpful.
Qualification and Experience:
We generally prefer candidates with Bachelor’s degree in Electrical/Electronics Engineering, Computer Science or equivalent.
8+ years experience in designing, implementing, solving technical problems of the state-of-the-art Datacenter, IP/MPLS- Networks.
