Analista de Suporte Pleno (Inglês Avançado)

RESPONSIBILITIES:

Change Management:

• Follow and comply with the global Change Management process, considering the specificities of the client.
• Prepare device configuration files based on the design and client-specific data.
• Implement changes on devices, ensuring correct execution and timing for all types of changes.
• Aim for no interruptions during all changes by establishing the appropriate level of control and validation.

Release Management:

• Overall responsibility for the implementation phase of the Release Management process for the assigned client.
• Manage the Release Management policy specific to the assigned client.
• Ensure proper risk mitigation before any significant release activities.

Incident Management:

• Provide Level 3 Incident Management support in case of major crises.

Availability & Security Management:

• Maintain engineering and security standards by regularly auditing the network and devices.
• Ensure continuous operation and minimize the impact of planned downtime.

IT Service Continuity Management:

• Ensure service continuity by reducing the impact of a major disaster or failure.
• Keep customized solution documents and recovery plans up to date.

Customer Service:

• Participate in meetings with clients.
• Serve as the technical owner for the CAB (Change Advisory Board) process at the network level.
• Be responsible for the integrity of the client’s network configuration.

REQUIREMENTS:

Knowledge and Skills:

• Fundamental knowledge of network layers 1, 2, and 3, and troubleshooting skills at the OSI model level.
• Strong networking skills are mandatory.
• Good understanding of OBS-related network products.
• Expert level in WAN, LAN, WLAN, SDWAN, SDLAN.
• Exceptional communication skills—both written and verbal—and excellent active listening skills.
• Ability to establish and maintain strong relationships.
• Ability to influence others and move toward a shared vision or goal.
• Ability to work under pressure and handle multiple tasks.
• Flexible and adaptable; capable of working in ambiguous situations.
• Self-motivated and able to work with minimal supervision.
• Problem-solving skills and root cause analysis.
• Team player capable of collaborating with and through others.
• Familiarity with project management approaches, tools, and project lifecycle phases.

Education, Qualifications, and Certifications:

• Bachelor's degree in Engineering, Telecommunications, or Computer Science.
• CCNA certification (CCNP/CCIE is advantageous).
• NSE1-3 certification (NSE-4 is advantageous).
• ITIL Foundation certification.

Experience:

• Experience in network technology with proven success in deploying and supporting global clients.
• Good customer service, interpersonal, strong communication, and analytical skills.
• Previous experience in IT Development is preferred (Agile), but not mandatory.