Enterprise Services Support Engineer
Vodafone
Total years of experience :17 years, 6 Months
Enterprise Support Engineer work as part of Service Operations team in a fixed network which offers Corporate Internet, IPVPN, EVPN, Internet Leased Lines and SIP Trunk and Transmission links. Team task is to provide the L2/L3 support on the incident related to these services and minimizing the risk of network downtime through continual monitoring of network elements and links.
Having the Following key responsibilities as;
Responsible for Technology & customer service restoration via incident management.
Perform the troubleshooting on the (Customer Edge router) CE-PE (Provider Edge Router) and on the transmission path and isolate the issue and pass it to the relevant team to resolve the issue.
End-to-End provisioning of services i.e. Corporate Internet, IPVPN, SIP T, EVPN.
Configuring and troubleshooting of the ALCATEL 7705 SAR-M and Huawei AR1600/1200 routers.
Validation and testing of the implemented services.
Monitoring the international IP transit links to ensure the ISP stability.
Supporting the customers to troubleshoot the issue on the IPVPN and EVPN, Leased line circuits and SIP T services.
Verifying & testing the newly provisioned services such as IPVPN, EVPN, SIP T and internet leased line before handing over to the end customers.
Proactively monitor customer networks to identify fault occurrences.
Acknowledge, check, and respond to customer fault reports.
Perform timely and accurate diagnostics, ensuring fault clearance by performing the troubleshooting on the core IP and transmission devices including ISAMs and Alcatel SR 7750 routers.
Ensure relevant and accurate information available to assist in fault diagnosis and clear.
Monitor fault tickets, priorities, and track progress as appropriate.
Ensure technical and managerial escalation completed to defined time-scales.
Test and liaise with customers and other internal or external agencies and third parties and ensure overall adherence to quality procedures and working processes.
Ensure awareness of SLA agreements, and perform all ticket actions in time-scales to support SLA success.
Proactively identify self-development needs.
Actively support team members in day to day operations
Function as Network Support Engineer for Etisalat (Managed Services Solutions) on payroll from Telelogix, involved in configuration, troubleshooting & monitoring of Leased Line/ IPVPN circuits under the Manage Services
Configure & monitor banks ATM network including HQ (Main & Backup), DR (Disaster Recovery) for major banks like
o ENBD
o RAKBANK
o ADCB
o DIB
o UNB
o ADIB
o NBAD
o Abu Dhabi Education Council
o Citi Bank
o Standard Chartered Bank
o BMI Bank
Focus on configuration of site-to site connectivity over MPLS backbone, BGP, OSPF & EIGRP routing on CE routers including redundant link BGP configurations for load sharing/ path selection for incoming and outgoing traffic
Migration of customer sites to Managed Services (MPLS & Managed leased line) with regards to route redistribution between BGP, OSPF & EIGRP, policy based routing, failover testing and troubleshooting
Configure LAN redundancy Active/Standby, Activate/Active setup using HSRP, SNMP traps for HP NNM and OVPI
Work on configuration of VPN & DMVPN (over cellular cards) to facilitate secure data transmission & redundant connectivity for Customers (Banks, ATMs)
Verify CE configurations implemented aligned to customer requirements & company policies
Develop TCL scripts & EEM applets for troubleshooting/ automated tasks to minimize verification time & human errors
Configure AAA, VRF-lite, VPLS, QoS, NAT, Logging, IPSLA and router hardening
Ensure smooth functioning of day to day operations including management of change requests based on customer requirements
Coordinate activities related to escalation & configuration of customer IPVPN related issues
Configure Main Back & DR sites and conduct failover testing
Involved in migration of Hilala Bank ATM network on the MSS, RAK Bank UAE, main, backup, DR setup, Abu Dhabi Food Control Authority sites and Dubai Islamic Bank ILL link.
Rendered L1 & L2 support for internet connections ADSL, Cable, Fiber Optic Connections including planning & escalations of mails, domains configurations and testing
Ensured smooth functioning of GPON (Gigabit Passive Optical Network), Etisalat Services like virtual
Configured & tested broadband routers for fiber optic (ONTs)
Involved in configuration, troubleshooting & testing of Wired/ Wireless ADSL routers, Modems, wireless network security on routers, 3.5G & 3G routers & data cards including web related issues like Domain and Web hosting
Functioned as L2 technical Support for IPTV, Wireless and HFC TV networks
Coordinated with various support teams to ensure resolution of escalated/ critical technical issues in compliance to SLA parameters
Involved in setting up of new hardware/ software, user accounts, permissions & passwords
Optimized security of systems and installed latest antivirus protection
Focused on resolution of faults and conducting preventive network maintenance
Rendered end-user support & conducted training sessions for team members on new systems
Involved in day to day administration & monitoring of network usage
Ensured alignment of IT solutions to business issues
Monitored performance of helpdesk personnel and rendered productivity enhancement feedback
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