Manish K

•Role - GNOC Analyst (L2)
•GNOC (Global Network Operations Center) is the primary Point Of Contact (POC) for all network impacting issues affecting a specific Region, Site and or Country
•Remotely monitor, manage and troubleshoot LAN and WLAN for over 25000 Network Devices, across 94 countries and 1200+ Offices (Americas, Europe and Asia-AMET)
•Configuring and troubleshooting switches (Cisco 2500, 2900, 3500 and 4500 series catalyst switches) and Wireless controllers/Access points (Aruba -Thin Aps and IAPs and Cisco WLCs)
•Process Tasks, Incidents and Change Requests on SLA basis
•Managing network infrastructure that is continually improving the way it delivers its IT and networking services

ROLES AND RESPONSIBILITIES

•Provide network support to LAN and Wireless LAN (WLAN) issues for Unilever network (worldwide)
•Provide 2nd Line (Level 2) network support to resolve issues on a 24/7 basis
•Serve as liaison between various support groups during network outages and work with third party vendors or service providers to remediate network issues
•Provide remote support for On-Site engineers (Clients and third party vendors like Dimension Data, BT, NCR) during hardware installation and replacements (Break fix)
•Administering, implementing and reviewing requests on the LAN side which includes VLAN implementations, port-security, decommissioning switch-ports, mitigating switching loops etc.
•Engaging and interacting with clients and suppliers to ensure that faults are resolved within the correct time frames and agreed SLA’s
•Troubleshooting user-based reactive tickets in the live environment for network slowness, high bandwidth utilization and network Connectivity issues through phone, Office Communicator (IM) and email
•Minimizing down time by proactive monitoring of network traffic and Link/Device status (Using customized Network Performance and Monitoring tools)
•Troubleshooting network problems and outages, scheduling upgrades, collaborating with network architects, clients and support groups on network optimization
•Document all reported incidents and identify trends to assist in future problem resolution
•Respond to requests for technical assistance via phone, email or webchat
•Chair and host technical calls with clients, support groups and affected users during network related problems
•Take Part in P3, P2 and P1 calls and Critical Incident Management (CIM) issues based on site criticalities which deal with massive outages including ISP issues and provided valuable suggestions
•Coordinate with higher level management in mitigating critical issues