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Metro location, generalist mid-level infrastructure role, and common title increase competition.
Core networking and incident management skills are broadly transferable across industries and IT environments.
Mandatory networking and incident management skills but no explicit years requirement, so medium strictness.
Manage and coordinate response to major outages (P1 and P2 incidents) globally to restore services and minimize business impact.
Monitor, analyze, and resolve network problems adhering to Service Level Agreements, driving incident management efficiency.
Communicate timely updates to business and leadership, ensuring escalation processes and achieving management KPIs.
Good understanding of IT infrastructure, networking (TCP/IP/MPLS), routing protocols (RIP, OSPF, IGRP, EIGRP, BGP), and firewall technologies.
Experience with LAN/WAN equipment and OEM devices including Cisco, Juniper, Palo-Alto, and Fortinet.
Ability to work in a 24x7 environment.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in managing critical IT incidents within BPO or similar call center environments with strong technical networking background.
Capable of handling high-pressure situations with a sense of urgency and proficiency in multi-tasking and prioritizing under tight timelines.
Effective communicator comfortable engaging with internal and external customers and coordinating cross-functional teams globally.