Technology Analyst - Cisco ISE, DNS, IPAM(M,F,D) - Stuttgart, Germany

Role - Technology Analyst
Technology - Cisco ISE, DNS, IPAM
Location - Germany - Stuttgart

Technical skills (Required - Mandatory)

• Understanding on (CISCO, ARUBA, MERAKIE router and SDWAN devices), Network Routing/Switching and wireless
• Understanding on DNS/DHCP/IPAM, Proxy.
• ITIL Process awareness
• Handling Incident / Change / Problem routing and switching technologies
• Handle primary incident L1
• ITIL tools
• understanding on WAN topologies like MPLS, Point to point Links

• Basic skills on Cisco ISE, DNS, IPAM

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• English, German

• Should be able to work with colleagues from different cultures and drive L1/L2 colleagues
• Ability to lead and incident, change and problem tickets, first level trouble shooting calls.
• Address customer and manager query/ information
• Prepare MIS / Data reports

• Deep experience in Customer Handling and stakeholder management.
• Understanding of service level management process, related agreements - SLA/OLA and workflow steps.
• First level troubleshooting skill.
• Should have knowledge on ITIL processes - Incident, Change, problem management.
• Should be able to customer query /grievance end to end.

• Addressing first level cases on network technology mainly Routing / Switching / Wireless, SDWAN, WAN / DC Network.
• Knowledge of basic troubleshooting skills in network
• Working closely with inter domain team to resolve tickets and meet the SLA.
• Manage escalations, be a trusted advisor for the customer and work closely with customers in resolving customer query and action
• Running the service operations in close cooperation with other IT process owners and service owners.
• Prepare reports as per business requirements
• Ensure the tickets are close with in SLA and bring efficiency in addressing