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Lead Escalation Engineer

Bengaluru, KA
Job Code:
  • IT
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Job Details

The position involves resolving customer reported issues through collaboration with members from the Escalation and Engineering teams. Ownership includes maintaining communications with the customer and Engineering as the main point of contact through the case resolution process. Qualifications and RequirementsLoad Balancers (e.g. Citrix NetScaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS).Web Application Firewalls (e.g. Citrix NetScaler, Imperva, Akamai)SSL VPN solutions (e.g. Citrix NetScaler Gateway, Juniper SA Series, Cisco SSL VPN)WAN Optimizers (e.g. Citrix CloudBridge, Riverbed Steelhead, Cisco WAAS)Network monitoring and management (e.g. nagios, mrtg/rrd, SNMP).Sniffers and Protocol Analyzers (e.g.Wireshark, tcpdump, ethereal).Knowledge of Security technologies (e.g. SSL/TLS, VPNs, Firewall, IDS/IPS).Knowledge of routing protocols (RIP, OSPF, BGP) and switching technologiesA solid understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols.A strong working knowledge of secure Web application deliveryA strong working knowledge of the TCP/IP protocol stack.A strong working knowledge of application layer protocols.Knowledge of Layer 4-7 load balancing and SSL acceleration technologies.A working knowledge of UNIX (FreeBSD/Linux) server administration and scripting Nice to haveSkills to be developed while in this role include but are not limited toUnderstanding of CRM system and correct use, effective case documentation and review skillsAssignment/reassignment of cases and tasks based on skillset requirement, workload and changes in priorityMonitoring quality of escalation and providing specific feedback to Frontline teams and trend analysis information to management teamAbility to perform in-depth analysis of memory/core dumps, user dumps, network traces and Citrix specific tracing and logging.Ability to assess and work as part of the team on feature changes and provide code fix recommendations for Citrix products (as needed).Ability to investigate failures in Citrix modules with custom debug tracing necessary to isolate root cause.Become an SME (Subject Matter Expert) in multiple Citrix products and demonstrate a solid technical understanding of the entire Citrix Delivery Center.Develop and deliver effective written materials outlining product design, debugging and advanced troubleshooting methods across product integration for external consumption.Use of tools and resources to look for new training ideas beyond the immediate team.Identify existing gaps or improvements possible in processes and make recommendations accordinglyWork with management to identify lab/hardware requirements for the team.
Degree: MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 5-10


Application Programming | ERP/CRM | Network Administration | System Administration
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