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Senior Service Reliability Engineer

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 holder will be required to support Incident Management data team for Lloyds Banking Group. The role holder will be working 2nd line support engineer responsible for diagnosing break fix incidents and resolve medium and complex incidents in the right first place. If the incident is not fixed, engineer is responsible to coordinate with 3rd line team for a resolution. Also, they are responsible to work with third-party vendors like Cisco, Phoenix, checkpoint in raising TAC cases for troubleshooting complex technical and Hardware issues.

Job Responsibility:

  • Support Incident Management data team for Lloyds Banking Group
  • Working as 2nd line support engineer responsible for diagnosing break fix incidents and resolve medium and complex incidents in the right first place
  • If the incident is not fixed, coordinate with 3rd line team for a resolution
  • Work with third-party vendors like Cisco, Phoenix, checkpoint in raising TAC cases for troubleshooting complex technical and Hardware issues
  • Troubleshooting and maintaining data good understanding of database functionality and data management processes
  • To enhance and modify existing programs and initiatives so that effectiveness is improved with every cycle
  • Attempt first time fix, dealing with customer, suppliers as necessary
  • Escalate support calls to the appropriate 3rd line team if unable to resolve the incident
  • Demonstrate high levels of customer service when dealing with clients. Look to exceed expectation
  • Update customers by telephone or e-mail on the progress of a support call or to ask for additional information
  • Liaise with Vendors and Third parties for circuit or hardware issues and escalate as per SLA's defined to restore services in minimal possible time
  • Handle incoming emails from customers ensuring they are acted upon in a timely manner
  • Escalate service exceptions and high priority incident tickets appropriately within the business
  • Liaise effectively with colleagues and stakeholders to meet customer requirements

Requirements:

  • 5 - 9 years of experience in Network operations and Data Networking, especially in the enterprise network environment
  • Excellent hands-on experience on Data Networking technologies and products
  • Experience in implementation, Fault fix restoration activity, Remote support to onsite engineer and fault analysis
  • Should have exposure on ITIL based ticketing tool and good understanding to maintain network uptime and SLA for LAN, WAN, WLAN
  • Troubleshooting Routing protocols i.e. EIGRP, RIP, OSPF and BGP
  • Carrying-out re-engineering of network designs, trouble shooting and problem resolution of elusive customer network difficulties
  • Implementing pre-approved and T1 changes
  • Good hands-on experience on the following technologies: Routing protocols - EIGRP, OSPF, BGP, RIP
  • LAN Switching - VLAN, VTP, STP, Ether Channel etc
  • WAN - MPLS, MPLS/VPN, MP-BGP
  • TCP/IP protocol suite, Quality of Service
  • Application protocols - HTTP, HTTPS, FTP, SMTP, SNMP, SSL etc.
  • Network Security - IPSec VPN, AAA Architecture, TACACS+, RADIUS
  • WLAN - Cisco Prime, access points and WLC
  • SDWAN

Nice to have:

  • Desirable Certifications: CCNA
  • CCNP
  • ITIL foundation

Additional Information:

Job Posted:
December 26, 2025

Employment Type:
Fulltime
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