Lead Engineer - Customer Engineering

1. PRE-REQUISITE:
Excellent verbal and written communication skills.
Able to contribute to the work in a group as a team player.
Experience working on Projects.
Customer service skills including the ability to work with customers in activating services.
Detailed understanding and working knowledge of routing protocols like BGP, OSPF,
EIGRP, RIP, RIP v2.
Working knowledge of MPLS-VPNs (L3 and L2 VPNs), IPSec and SSL VPNs , QOS,Wireless
communication, load balancing/sharing techniques.
Working knowledge of Switching techniques: VLAN, VTP, various flavors of STP, dot1x,
Ether-Channel.
Good understanding of OSI Layer 1 and 2 protocols.
Configuration, installation and troubleshooting of Cisco and Juniper routers, Layer-2 and
Layer-3 switches, Dial up modems, wireless devices
Exposure on Firewalls / WAN accelerators are preferred
Thorough knowledge of provisioning circuits including working directly with circuit
providers
Time management and prioritization skills.
2. RESPONSIBILITIES:
Coordinate with internal Virtela groups, vendors/suppliers, and customers to implement
customer orders in a thorough and timely manner.
Manage the overall process of implementing complex, technical installations.
Responsible for the final installation of circuits and data services to achieve high levels of
customer satisfaction.
Assist in developing processes and procedures for the final installation and turn-up of
circuits and data services.
Lead design discussions/ streamlining service delivery plans /implementations for new
customers for smooth installation/migration activities.
Serve as an SME and escalation point for the Operations team for accounts which have
inherent complexity in their designs.
Participate on periodic Customer Review calls.
Train and mentor members within the team.
Should have the willingness to work across time zones and diverse cultural framework.