Who are we u2013

Aryaka is the global leader in fully managed SD-WAN and SASE services.u00A0 Delivered as-a-service for a variety of modern deployments, we make it easy for enterprises to consume network and network security solutions. Aryaka uniquely combines innovative SD-WAN and security technology with a global network and a managed service approach to offer the industryu2019s best customer and application experience. Coupled with being recognized for the 2nd year in a row by Gartneru2019s u201CVoice of the Customer and listed on the u201CInc. 5000 Americau2019s Fastest-Growing Private Companiesu201D our clients include hundreds of global enterprises, including several from the esteemed Fortune 100.u00A0 We have strong partnerships with companies that include Palo Alto Networks, Check Point Software Technologies, as examples, and we are backed by incredible investors that include Goldman Sachs, Third Point Ventures, and others.u00A0 We are actively seeking top talent to join our growing team.u00A0 Are you ready?u00A0

u00A0Why Aryaka u2013

We have won u201CGreat Places to Worku201D World-Wide for 2 consecutive years because we have an amazing company culture that is inviting, collaborative, supportive, and inclusive to our employees.u00A0 We encourage our employees to expand their knowledge base and provide the tools to help them get there.u00A0 We are always innovating and looking at ways to improve and expand, and we listen to our employees and their ideas.u00A0 We have an amazing group of very respected u201CThought Leadersu201D who are always open to mentoring.u00A0 We consider ourselves great Corporate Citizens which we show through our u201CWomen In Technologyu201D Program and u201CAryakaCaresu201D Program as well as others. Our Benefits are World-Class, we have unlimited PTO, and a flexible work structure to allow you to maximize on your work/life balance. u00A0 As Aryakans, we are 100% dedicated to being an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging . All candidates from all backgrounds, ethnicities, genders, and gender identity are strongly encouraged to apply. Aryaka considers the u201Cwhole personu201D without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status. u00A0

u00A0 You will have -u00A0

• Bacheloru2019s Degree in Computer Science, Electronics and Communications, Information Technology or similar
• 1 to 3 years of experience in Telecom or Service Desk Industry in a customer facing role with networking background
• Willingness to work in a 24X7 Environment.

Good for you to have u2013

• Basic understanding of network components, tools and technologies running at the Internet Service Providers, Data Centre Operations / Internet Data Centre
• Team Player with positive attitude.
• Excellent written and verbal communication skills.
• Excellent analytical and problems solving skills.
• Hard working focused and result orientation personality required.
• Able to handle the work independently with less supervision
• Certifications: CCNA, ITIL V3/V4 Foundation

You will definitely possess these technical skills u2013

• Networking: OSI Layer, Knowledge of Switches, Routers, WAN (GRE), TCP/IP Suite & UDP.
• Telecom: Knowledge on various Telecom Circuits (Broadband, DIA, DSL, DS1, DS3, OC3 etc) and services for business customers.
• Internet: Understanding of the common internet issues and ways to troubleshoot
• Knowledge on Incident Management Process & IT Service Management

Birdu2019s eye view of your role u2013

• Responsible to proactively identify, diagnose, analyse, and troubleshoot the issues on Aryaka core network, servers and customer internet circuits.
• He/she will work with the service providers, customers and internal team in troubleshooting and progress towards resolution.
• Trouble ticket incident and escalation management: Update customers on all active incidents/escalations via email, phone and incident management systems up to incident resolution
• Taking over escalated issues from L1s in a timely manner & and working with various stakeholders such as customers, providers to arrive to a swift resolution. Also, if required, appropriately escalate the issues to the next level.
• Escalation to vendor support and other internal teams to ensure prompt and satisfactory resolution of issues.
• Document the updates in the Knowledge Base especially for Last mile managed customers.
• New hire training and sessions on process updates, process refresher training
• Involve in monthly service review with service providers and customers.

What will you bring u2013u00A0

• Ensure to assist the Shift L1s with daily working of monitoring & basic diagnosing of network related issues and drive them to closure.
• Research alternative solutions or workarounds.

What are your performance objectives u2013

• Assist the monitoring and L1 team in monitoring the health of the Aryaka Core Networks and Customeru2019s network.
• Diagnosing the escalated network issues & working with various stakeholders such as customers, engineering, vendors etc. and reporting the same.
• Proactive Problem Management of certain critical accounts.

How will your lofty goals be translated into specific actions / short term goals u2013

• Within the first 30 days, you will learn our value proposition and product offering.
• Document the issues and solutions in the Knowledge Base.
• Have involved in incidents, escalations and ensures resolution within SLA
• Analysis of vendor performance and problem management report
• Mentor the L1 engineers to bring them into the system.
• Ensure proper shift/task handover is done to the next shift.
• Holding technical training for the team members to enhance their skills.

• Involved in cross team functioningu00A0

Whatu2019s in it for you? (EVP u2013 Employee Value Proposition)u00A0

• Work for a global, fast-growing SD-WAN innovator

• Be a part of a company culture that embraces diversity and inclusivity
• Aryaka was named one of the INC. magazines best places to work for 2020

Aryaka Networks, Inc. is an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging . All candidates from all backgrounds, ethnicities, genders, and gender identity are strongly encouraged to apply. Aryaka considers the u201Cwhole personu201D without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status.

Third Party Agency Notice: u00A0 Aryaka does not accept unsolicited resumes from 3rdu00A0party agencies.u00A0 Should any agency send a resume to any employee within Aryaka without explicit invitation, the resume will be considered a gift and no fee will be paid.u00A0 All agencies must have a signed contract from Talent Acquisition management prior to any engagement.

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