Advanced Services Engineer 4

• This role requires you to be a customer advocate within Juniper and be a single point of contact for the customer for all post-sales services needs
• Stay in alignment with the customer and accounts team with respect to the services sales and product sales activities.
• Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.
• Proactively escalates and brings people with required expertise together in order to bring critical and important issues to closure.
• Act as an interlock between Customer and Juniper Professional Services, Advanced Services and Education Services for the services to be delivered to the customer.
• Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customer.
• Conduct Periodic reviews with the customer on Juniper service delivery metrics, SLA and quality.
• Establish a customer specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports.
• Uses technical knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partner with the customer to develop mitigation plans.
• Delivers proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc )
• Partners with Customers in conducting periodic Juniper product health checks in order to identify potential product improvement areas. Based on the evaluation makes a relevant recommendation to optimize operational performance with respect to design/topology/configuration.
• Reviews and evaluate network plans and assists in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software.
• Engages with Juniper engineering teams to improve potential quality issues with products.
• Document and maintain customer network solutions knowledge and educates other internal Juniper resources for a better support experience.

• The candidate must have a deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6). Should possess reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN.
• Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless is a plus.
• Experience working in large enterprises, Network service providers have added advantage.
• ITIL Framework process knowledge will be an added advantage.
• Experience and desire to work on automation will be valuable in long run.
• Amiable communication, interpersonal and social skills will make a difference
• Juniper product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents are helpful.

Qualification and Experience:

• Experience with customer facing roles is essential.
• We prefer candidates with bachelors degree in electrical/electronic Engineering, Computer Science or equivalent. A Business degree such as MBA would be an advantage.
• 8+ years experience in designing, implementing, and solving technical problems of the state-of-the-art Datacenter, IP/MPLS- Networks. High exposure to network operations environment. Ability to operate independently, including management of priorities in unstructured environment.
• The successful candidate will demonstrate and be a role model for the values of the "Juniper Way" - Be Bold, Build Trust, Deliver Excellence