Technical SME /Ops Manager

Opening for Technical SME/Ops Manager with Reliance Jio for Navi Mumbai location.Education level: Graduate or Post Graduate in Engineering Experience: Minimum 8 years Working days: 5 days (Mon-Fri)Overview:The Technical SME/ Operations Manager ensures timely resolution of escalations, complaints, and issues at the Incident Management desk. Provide technical & troubleshooting support to global clients while ensuring SLAs/TAT . The role focuses on delivering a seamless customer experience across Enterprise businesses while driving effective Root Cause Analysis (RCA) to reduce recurring outages and improve service uptime.Below is the Job Description:Should be able to manage complex IP layer fault scenarios in live troubleshooting with customer Expertise on Cisco devices and troubleshooting commands; CCNA/CCNP certification desired Cross functional escalation prowess basis technical analysis and case severity Implement and manage routing protocols (OSPF, BGP, EIGRP) while maintaining standardized router configuration templates. Configure and deploy enterprise routers as per network design and customer requirements, including WAN links, interfaces, static routes, and VLAN routing. Modify existing solutions to enhance services performance for meeting the KPIs and reducing churn. Leading SIP deployment to reduce the repeat fault, fault per circuit and enhance uptime of circuits Identify SPOF & developing mitigation plan; auditing process to ensure that they meet customer & business. Perform router security hardening by disabling unused services/ports and enforcing secure access using SSH and ACLs. Implement authentication mechanisms such as TACACS+ or RADIUS and configure secure SNMPv3 for monitoring. Ensure router configurations comply with customer security policies and audit requirements. Functional knowledge of SIP Trunking for IP based Voice solutions Diagnose and resolve routing issues, connectivity failures, latency problems, and WAN connectivity issues. Troubleshoot routing protocol failures, packet loss, and investigate alarms related to management and service plane failures. Perform Root Cause Analysis (RCA) for recurring issues and coordinate with vendor TAC teams when required. Maintain router configuration backups and implement configuration changes through approved change management processes. Conduct periodic security audits, validate configurations against baseline standards, and ensure compliance with internal and customer security policies.

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