Sr Technical Service Advisor

Job Family Definition:

Provide technology consulting to external customers and internal project teams. Responsible for providing technical support and/or leadership in the creation and delivery of technology solutions designed to meet customers’ business needs and, consequently, for understanding customers’ businesses. As trusted advisor create and maintain effective customer relationships so as to insure customer satisfaction. Maintain knowledge of leading edge technologies and industry/market domain knowledge. Actively contribute to the company’s solutions portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer projects. Shape technical direction and technical strategies within the organization and for external customers. Accountable for consistent and significant chargeability levels (or expense relief for internal project teams) and for assisting in meeting or exceeding revenue and customer satisfaction goals. Contribute to organization’s profitability by generating and cultivating new business opportunities and by providing technical support for deal proposal development.

Management Level Definition:

Contributions include applying developed subject matter expertise to solve common and sometimes complex technical problems and recommending alternatives where necessary. Might act as project lead and provide assistance to lower level professionals. Exercises independent judgment and consults with others to determine best method for accomplishing work and achieving objectives.

What you’ll do:

The Advanced Services team provides exceptional outcomes and remarkable customer experience through "forward-looking" technical services to optimize network reliability and performance for designated customers. We are passionate about enabling our customers towards a fast, risk-free deployment of network services. We assist our customers in evaluating networks for performance, scalability, and security and provide recommendations on network configurations and topologies to improve operational performance and identify/ mitigate major risk areas. Partnering on short-term projects such as recommendation and implementation of new software and hardware features in the customer's network.

· This role requires you to be a customer advocate within Juniper and be a single point of contact for the customer for all post-sales service needs

· Stay in alignment with the customer and accounts team concerning the services sales and delivery.

· Help support cases resolved as per SLAs and expedite/escalate critical issues among Juniper technical support teams. Provide relevant technical inputs to facilitate and expedite escalated problem resolution.

· Proactively escalates and brings people with required expertise together to bring critical and important issues to closure.

· Act as an interlock between Customer and Juniper Professional Services, Advanced Services, and Education Services for the services to be delivered to the customer.

· Engages on the major projects for service requirements, risk management, and expectation setting with the account team, partners, and customers.

· Conduct Periodic reviews with the customer on Juniper service delivery metrics, SLA, and quality.

· Establish a customer-specific operational status and reporting framework (preferably using ITIL), and lead in the delivery and presentation of status reports.

· Uses technical knowledge to review and assess open software defects. Discovers potential risks associated with the deployment plans and partners with the customer to develop mitigation plans.

· Assist the customer in making use of proactive consulting services such as technical analysis and recommendations (Impact assessment and analysis, health check analysis, software upgrade analysis, config review, etc…)

· Partners with Customers in conducting periodic Juniper product health checks and Configuration/Design reviews to identify potential improvement areas. Based on the evaluation make a relevant recommendation to optimize operational performance concerning design/topology/configuration.

· Reviews and evaluates network change plans and assists in the planning of new feature implementation and product deployment. Allies with internal teams to resolve identified risks in software.

· Engages with Juniper engineering teams to improve potential quality issues with products.

· Document and maintain customer network solutions knowledge and educate other internal Juniper resources for a better support experience.

What you need to bring:

The candidate must have a deep understanding of core IP networking concepts (TCP/IP, QoS, VLAN, STP, IPSEC, NAT, IPv6). Should possess reasonable expertise in Layer2, Layer3 protocols such as VRRP, OSPF, BGP, Multicast, MPLS VPN.

Knowledge and experience of the newest technologies such as Segment Routing, Traffic engineering, DC switching, VxLAN, EVPN, SD-WAN & Wireless is a plus.

Experience working in large enterprises, Network service providers have added advantage.

ITIL Framework process knowledge will be an added advantage.

Experience and desire to work on automation will be valuable in long run.

Amiable communication, interpersonal, and social skills will make a difference!

Juniper product certifications (JNCIS/JNCIP/JNCIE) or industry equivalents are helpful.

Qualification and Experience:

Experience with customer facing roles is essential.

We prefer candidates with bachelor’s degree in electrical/electronic Engineering, Computer Science or equivalent. A Business degree such as MBA would be an advantage.

8+ years experience in designing, implementing, and solving technical problems of the state-of-the-art Datacenter, IP/MPLS- Networks. High exposure to network operations environment. Ability to operate independently, including management of priorities in unstructured environment.

The successful candidate will demonstrate and be a role model for the values of the "Juniper Way" - Be Bold, Build Trust, Deliver Excellence.

HPE is an equal-opportunity employer. We value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, disability, or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform important job functions, and receive other benefits and privileges of employment. Please contact us for more information.