Technical Support Specialist - DDI

Information Technology (IT) acts as an internal function the developing, running, and maintaining of the IT systems and platforms Nokia is running on. Develops and maintains applications to meet the business needs of the organisation. Covers the performance and monitoring of day-to-day database and system activities as well as the provision of remote support to users regarding hardware and software problems.The role responsible is responsible for IT service management handling Incident management, Problem management, Change management for DNS, DHCP and IP address management with complete knowledge of technical design, functionality, configuration, performance and quality.This is a position in network operations center (NOC) for enabling reliable service operation for IT network services with functional responsibilities including:

• Bachelors degree or engineering degree in Telecommunications/Information Technology/Computer Science or equivalent
• Minimum of 10+ years experience in Network services, deep knowledge of and management in complex environment
• Strong ability to diagnose network alerts, events or issues
• Good oral and written communication skills, and ability to address conflict with others constructively
• Ability to work in 24x7 work shift
• Good understanding on network technologies TCP/IP, VRRP, DNS, ARP, STP, Trunking, & Port Channeling, VRF, IPsec and TLS;
• Experience in DNS server installation, configuration and service support
• Experience in handling DNS service for large enterprise
• In-depth knowledge of DNS, NTP, IPAM, BIND, and DHCP.
• Experience in handling Efficient IP DNS, DHCP and IPAM and F5 GTMs
• Nice to have experience with Infoblox, Microsoft DNS, Dyn
• Experience in DNS records, TLD, SOA, Root, DNS forwarders..etc Enterprise DNS architecture
• Experience in maintaining IPv4 address space for large enterprise
• Managing IP address via DHCP, RIR with respect to IPv4 and IPv6
• Experience in IPv6 structure, using IPv6 in enterprise, data center..etc
• Knowledge in DNSsec, DNS6 and experience in Anycast DNS deployment
• Experience in managing Internet and External DNS server for large enterprise
• Previous experience of understanding and solving independently complex issues related to DNS services, including external, internal domains
• Good understanding on LAN/WAN technologies, firewalls, virtualization, load balancing,
• Experience in Requirement gathering and Understanding of ITIL processes
• Excellent verbal and written communication skills in English
• Eager and capable to work in a global multi-cultural team and to develop him/her self
• Strong customer focus
• Drive to deliver results, get things done attitude

• Analyzing production network issues and resolve
• Follow troubleshooting mechanisms and suggest corrective action
• Work in 24x7 support model and provide required shift handover
• Administering service requests and execute network changes
• Own incident ticket resolution end-to-end and find a way to resolve or provide technical workarounds
• Coordinates with junior NOC engineers to analyze the issue, capture new logs if required
• Coordinate with cross technology technical team to resolve the incident
• Track issues that are intermediate in nature until its closure working with multiple stakeholder
• Ensure to provide technical update during the incident management
• Identify the issues root cause and create root cause analyses.
• Identify design related gaps that caused the incident and propose for preventive action
• Work through problem management process to support technical implementation
• Comply to change management process for change implementation
• Engage OEM, service provider to troubleshoot the issue and escalate to get it resolved
• Coordinates solution provisioning and deployment of service
• Additional duties as required and possible remote implementation assistance on special projects
• Helping in ticket management and reporting task