Subject matter expert

L1 Engineers in NOC/PDC/DR i. Monitor and report alert from network devices ii. Work on raised and assigned tickets/alert from ITSM tool viz. identify the fault, assign severity, and follow troubleshooting procedures iii. Fault Management with service providers/Network related issues : trouble ticket initiation, follow up tickets till resolution and escalate (if required) iv. Co-ordinate with L2 engineers for issue resolution and change management v. Perform network related changes on network devices as per role and accessibility defined in SOP vi. Responsible for all network related reports like branch down call report, bandwidth utilization report etc. vii. Monitor and manage Bank's network infrastructure (Devices, links etc.) viii. Escalation support for L1 (Regional Engineer), Escalate the issue to L2 engineer in case issue not resolved ix. Receive call from branches, raise the ticket if not available in system and inform the ticket number. x. Bring new network devices in network. Ensure new devices are added in asset management system. xi. Follow up with engineers at Regional Offices/Field to make the network up and running including links and devices. Cisco ASA - Adaptive Security Appliance