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Senior Service Reliability Engineer

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Plusnet

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Location:
India , Gurugram

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The role is providing Technical support for Data/Voice issues, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.

Job Responsibility:

  • Providing Technical support for Data/Voice issues
  • Managing customer expectations while adhering to SLA/KPI
  • Managing the LAN/WAN/Voice issues for customer within MTTR
  • Understanding issues highlighted by customer to be passed on to 3rd line teams
  • Providing technical assistance for in-time and quality implementation of connecting, global, customer’s LANs together via different available WANs
  • Maintaining close relations with third parties, like vendors Cisco, to monitor progress of reported problems, known caveats, newly available features, software upgrades and hardware products
  • Preparing and maintaining technical customer documentation and managing the customer setup as per SLA
  • Taking part in Service Improvement calls, together with Service Account Management, to address support issues on technical front
  • Responsible for KCI for Technical issues faced by the customer
  • Responsible for Technical Incident Management as per KPIs

Requirements:

  • Preference to be given to CCNP qualified
  • At least 4 or more no. years professional experience within tele/datacommunications environment
  • Good working knowledge of WAN Protocols, Routing Protocols – BGP/OSPF/EIGRP, MPLS, Quality of Service
  • Good working knowledge of VLANs(Layer2/3), Bridging
  • Good working experience in DATA – WAN & LAN
  • Should have worked in complex environment in Tele/Data communications environment
  • Should have good and effective communication skills
  • Can act as a source for the resolution of unique or complex problems which effect the management of own discipline
  • Customer/Business Orientation - Customer Response: Can develop long-term relationships with customer
  • Use management systems, fault diagnosis and debugging tools to support effective fault resolution and network improvements
  • Should have experience in Incident Management/Change Management/Problem Management Process

Additional Information:

Job Posted:
January 13, 2026

Employment Type:
Fulltime
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