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Popular service-desk role, metro Gurgaon location, mid-level generalist skills, and reputable global employer.
Network incident-management skills are transferable, but BPO call-center context slightly narrows fit.
Requires specific networking protocols, OEM firewall skills and 24x7 availability, but no explicit years requirement.
Manage major global outages (P1 and P2 incidents) to restore services quickly and minimize business impact.
Coordinate with multiple global technical support teams and ensure timely, effective communication during critical incidents.
Monitor incident management process efficiency, achieve KPIs, and recommend improvements.
Experience Required: Not explicitly mentioned in the JD.
Good understanding of IT infrastructure, networking protocols (TCP/IP, MPLS), routing protocols (RIP, OSPF, IGRP, EIGRP, BGP), and network devices (Cisco, Juniper, Palo-Alto, Fortinet).
Must be open to work in a 24x7 environment.
Excellent verbal and written communication skills.
Experienced in managing critical incidents and global outages within BPO call center or similar IT service environments.
Able to operate effectively under pressure with a sense of urgency and multi-task in fast-paced, 24x7 operations.
Technical proficiency in LAN/WAN infrastructures, corporate network troubleshooting, and familiarity with ITIL processes is advantageous.