www.infinera.com India Pvt Ltd Bangalore : Customer Service & Technical Support

[muthukalee]

Technical Operations Engineer, Customer Service and Technical Support (TAC)

Bangalore, India

Summary
The role and goals of the Technical Operations Engineer will be to perform isolation and resolution of any customer network event or issue. This includes fault tracking, managing, and resolving reports identified in the process. The technical operations engineer must have a good understanding of network indicator alarms that can be generated and how they impact the customer experience. The engineer must be able to fully investigate and troubleshoot network faults or events with little or no technical assistance and must be able to identify issues that require immediate escalation. Additionally, the engineer must be willing too provide escalation support for more junior engineers and assist in technical mentoring. Also, the engineer will be required to assist in the management of various back-office systems for Technical Operations organization.
Technical Operations Engineers are highly skilled individuals who have expert knowledge of all Infinera products and applications. These engineers are event management experts and perform in a leadership capacity when supervisors/managers are not present. Additionally, these engineers may be required to provide operations support to customers and regional account teams, as necessary.
If required, the engineer may participate in presentations of Infinera Customer Service and Technical Support (CS&TS) capabilities including fault resolution, event management, and event analysis / communication. Responsibilities also include contributing in customer operations meetings, working to resolve action items resulting from the operations meetings, interfacing and supporting technical partners/resellers and handling escalations from customers, account teams and Professional Services.

Responsibilities
* Respond to any customer inquiry and/or request urgently and professionally
* Proficient in all supported releases of Infinera products
* Proficient in installation and support of DNA application
* Proficient in reading/interpreting debug logs
* Proficient in delivering product demonstrations
* Provide training and mentoring to junior personnel
* Provide escalation support
* Provide technical assistance to Infinera customers from product trial through implementation
* Provide feedback/enhancements to Tier IV
* Support and participate in operational aspects of customer trials and deployment including :
o Fault tracking
o Resolving customer-identified problems
* Contribute and assist in development of Knowledge Base content
* Re-create customer issues in lab and assist in post-mortem actions required to resolve RFOs that occurred in customer networks
* Assist in customer-specific test plan
* Log requests and inquiries into Incident Management System
* Manage back-office system
* Manage lab environment
* Generate reports
* Review each release of Technical Documents for accuracy and completeness

Requirements
* Candidate must possess excellent inter-personal, oral and written communication skills and technical knowledge of optical networking standards (SONET/SDH, DWDM/CWDM and G.709 digital wrapper technology).
* Candidate must also possess ability to articulate broad range of technologies including LAN/WAN, IP and emerging technologies and carriers’ OAM&P practices and procedures in working with customers.
* 7+ years engineering and/or operations experience is required. Experience in a 24X7 optical / transport network operation environment preferred.
* Associate’s degree in Engineering or related field. Bachelor’s Degree a plus or equivalent work experience.

Contact us :
Infinera India Pvt. Ltd
Prestige Solitaire
Level 4, 6, Brunton Road
Bangalore 560 025
Telephone Nos : +91-80-25321402 / 03/ 05
Fax No : +91-80-25321401
E-mail: info@infinera.com
http://www.infinera.com

[Guest-IJT]

Name : Elangbam Rishikumar Meitei
Email : rishi_kumar155 AT yahoo.com
Designation / Skillset : technical support,C,C++,.Net<sql Server,Networking
Curriculum Vitae

Resume :
OBJECTIVES :
- Seeking a suitable position where I can pursue my qualification for successful growth of the organization and take the responsibility at any circumstances.
- To use the available resources efficiently and complete the task given.
PERSONAL STRENGTH :
- Problem solving capacity
- Patient and kind
- Good communication skill
- Teachable and willingness to learn
PROJECT :
Title Duration Role Front End Back End Associates
MINI-MARKET 3 months Team leader VB 6.0 Ms Access 4 Members
DISPATCH MATE 3 Months Team leader VB.NET 3.5 SQL 3 Members
QUALIFICATION :
Sl.No Course Year of passing Board/University
01 10th 2005 BESM
02 12th 2007 ISC
03 BCA 2011 Bangalore University
EXTRA CARRICULAM :
Sl.no Course Year of passing Institution
01 DCA 2007 Global College Of Eng & Tech
TECHNICAL SKILL :
- C
- C++
- VB 6 & VB.NET
- Data structure using C
- Ms Office
DECLARATION :
I hereby declare that all the above information provides is true to the best of my knowledge and belief.
Date :
Reference :
Signature
Elangbam Rishikumar Meitei
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More Information about this submission and submitter :-
___________________________________________________
Submission ID : 4179551
Date & Time : 27th May 2011 6:34 AM (UTC)
IP Address : 14.194.228.114
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