3rd Level Professional

Be part of a specific group of specialists, supporting the Network Control Centre Latam and/or other networking teams in order to maintain the high level standards of services, acting as third level escalation contact.
- Support customers network changes and proactive/reactive incidents
- Provides support in the formulation of network, technology, systems and information strategy and operational support policies and procedures.
- Keep track of customers incidents and changes and ensure proper customer support during it’s lifecycle
- Ensure SLAs & KPIs are delivered in every incident raised proactively and reactively
- Keep customer informed over the incident’s and changes course including actions, requirements and outcomes during its lifecycle
- Build a strong customer relationship through the Sencinet values

**Responsabilidades e atribuições**
The Technical Operations Support has 4 primary responsibilities:
1. Customer Support

a) Providing 3rd level Support for all Customers for Incidents, Changes and Problem Analysis (both internal and external customers)

b) Resolving Incidents by checking customer network and decide what is needed to restore customer service. Working as a 3rd tier support for the incident resolution

c) Performing changes and delivery by working under customer requests for changes on the current network topology, also on project changes/upgrades/implementations. Most of the changes will be done under LATAM countries, meaning that besides Portuguese and English languages, Spanish will be used on daily basis

2. Incidents Resolution

a) The Technical Operations Support is responsible for network issues investigation and troubleshooting, provider, customer engagement as well as internal support team’s engagement according to the operational procedures respecting business risk, customer impact, service impact, and incident priority and severity. Also, responsible for following escalation procedures with providers and field partners.

b) Basic and Advanced investigation of LAN, WAN, SDWAN and Voice events and support for Sencinet Products. In the case of a non-management product by the area, the Technical Operations Support must engage the responsible areas towards the solution.

d) Engagement of internal solver areas to solve issues of Sencinet products.

e) Documentation Update by doing updates on our customer network documentation, such as topologies and control sheets

f) Guarantee the communication and updates of the actions registered into the incident or change task, in order to assure customer and other support tiers are aware of the events and outcomes of the case according to incident or change impact and priority.

3. Proactive Management of Sencinet C.I. and devices

a) Guarantee customer networks are well documented on official repositories

b) Maintaining the Customer Inventory up to date upon tasks worked (incident and changes)

c) Keep all devices compliant with all configuration standards defined by Sencinet.

4. Teamwork and proactive posture

a) Propose improvements on Sencinet internal processes for better customer experience

b) Assist colleagues by knowledge sharing and brainstorming on complex tasks

Propose improvements upon configuration and device standards for better management

**Requisitos e qualificações**
- Experience of minimum of 5+ year of professional experience within technical/telecom industry, preferably in Network Operations Center environment for a senior team
- Understanding of ITIL methodology
- Desirable Valid CCNA/CCNP R&S Certification or equivalent knowledge
- Advanced skills on BGP, OSPF, EIGRP, QOS, IPSEC, DMVPN, MPLS
- Advanced skills on LAN environment (STP, HSRP, GLBP, VRRP, EtherChannel and Inter Vlan Routing)
- Desirable Intermediate Voice Skills (FXS, FXO, Cisco CME, Cisco ATA or other vendors)
- Desirable knowledge in SDWAN (Fortinet and Versa solutions)
- Knowledge and Experience in Backbone support and structure
- Advanced analytical skills of debugs and Packet Capture
- Advanced Design Principles
- Advanced troubleshooting methodology skills
- Temos cultura de Startup - Ambiente dinâmico, flexível, inovador, colaborativo e muito desafiador.
- Valorizamos a diversidade e o equilíbrio entre vida profissional e pessoal.
- Temos benefícios legais: Plano médico e odontológico para os colaboradores (cônjuge e filhos) coberto pela empresa, vale transporte ou estacionamento no escritório, bicicletário disponível na grande maioria dos nossos escritórios, vale refeição, benefícios de qualidade de vida, seguro de vida, entre outros.
- ** **Trabalhamos, trabalhamos, trabalhamos... mas também nos divertimos - horário flexível, ambiente descontraído e sempre temos aquele momento para tomar um café e bater um papo.

**Como é a Sencinet?**

Aqui na Sencinet somos mais de 500 pessoas, todas selecionadas a dedo, e que levam muito a sério o nosso propósito de tornar as redes corporativas rápidas, fáceis, seguras e