Assistant Manager - IT

Description and Requirements
Basic Function

• Responsible for managing the IT Network (Cisco) both wired and wireless for Hyderabad Site
• Responsible for Operations, Incident and Problem Management for Network Domain
• This position will be the primary conduit between the US, India ( Hyd) infrastructure teams for communication and escalation of issues
• Works with vendors and network operation team in the identification and resolution of complex network and voice problems
• Coordinate with vendor and monitors overall network & voice performance, including accountability for problem identification and escalation

Essential Functions

• Provides technical guidance and consults with vendors and other systems support units to identify and resolve complex client problems within business committed SLA's
• Hands on experience required on:

Network (Cisco):
• Hardware -
o C9410/C9300/C6500/C4500 series switches
o C8200/ISR 4451/ASR 1001 series routers
o Copper & fiber modules/cards
o Meraki & Cisco Access Point C4800/C3800/MR56/9166
• Software -
o Good exposure on Routing and switching concepts:
§ Routing - BGP, EIGPR, MPLS, static, policy based routing
§ Switching - VTP, spanning tree protocols, VLAN, subnetting, port monitoring, port security, port mirroring
§ Network/Protocol - Cisco IOS, LAN/WAN, TCP/IP, SNMP, ICMP, NAT, PAT, access list, FTP, SSH, telnet, Ethernet, WCCP, HSRP, DHCP, VOIP, Multicasting, ARP, CDP, Traffic policing, QOS
• Monitoring Tool and Dashboard -
o Solarwind and Kiwi Syslog
o Meraki dashboard / DNAC
• Cabling -
o Copper/Fiber
o Standards - E1/T1/DS3/E3/OC3
Represent IT during Enterprise wide meetings and in crisis situation

• L3 Escalation point for Network and Voice issues (Software/Hardware) from engineering perspective
• Ensure that problems and changes are properly documented, support groups notified, and issues resolved to prevent production impact to MetLife
• Ensure timely closure of Annual Budgeting, Monthly Accrual's to budget, processing of vendor's monthly invoices, define service level agreements with Business partners
• Create and maintain documentation related to ISO 27001/ISO 2000

Primary Internal Interactions
• Act as a SPOC for all internal & external audit and audit related requirements

• Work with core team(In India) to develop robust disaster recovery plan for the data / redundancies in network/voice etc

Primary External Interactions

• Monthly / quarterly reviews with vendors, who are providing technical / hardware support to MetLife
• Vendor management, including timely billing to Service Providers

Skills
Technical Skills

• ITIL, CCNP(Routing & Switching) certification, Wireless certification
• Proficiency in MS-Visio, Project, PowerPoint and excel

Process Specific Skills
Soft Skills (Mandatory)

• Excellent verbal and written communication skills (US)
• Understands how BPO operations are run and maintained
• Good negotiation and convincing skills

Soft skills (Desired)
Education Requirements

• B.E/B.Tech or equivalent course in IT

Work Experience Requirements

• 6-7 years of experience with 3-4 in BPO/ITES environment
• Open for working in shifts aligned with US/India

Annexures:
MetLife Core Values:
The employee should adhere to MetLife Core values:

• Be the Best
• Succeed Together
• Put Customers First
• Make Things Easier

About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
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