Join Capgemini's Industrial Operations Engineering team as a Problem Manager, focusing on Telecom and ISP operations. This role is crucial for ensuring seamless connectivity, operational excellence, and superior customer experience through proactive network monitoring and incident management.

As a key member of our collaborative environment, you will build expertise in critical network and service platforms while supporting industry leaders on cutting-edge projects and developing solutions for complex challenges.

This permanent, full-time position in Bangalore offers a unique opportunity for experienced professionals to contribute to the Manufacturing & Operations Engineering community.

Provide advanced Level 2/Level 3 technical support for Cisco networking solutions and cloud-enabled endpoint products. Monitor, troubleshoot, and resolve complex network incidents in enterprise environments.

Spearhead advanced troubleshooting for routing, switching, and network infrastructure issues. Manage and drive incident, problem, event, and change management activities in alignment with ITIL best practices.

Lead Root Cause Analysis (RCA) and Major Problem Reviews (MPR) for critical incidents. Conduct packet-level analysis and utilize diagnostic tools for issue resolution. Manage software image deployments and firmware lifecycle activities.

Create and maintain essential documentation, including Knowledge Error Articles (KEAs) and operational runbooks. Collaborate effectively with cross-functional teams, customers, and stakeholders to resolve technical challenges.

Identify opportunities for automation, innovation, process improvement, and operational cost optimization. Participate actively in operational reviews and continuous service improvement initiatives.

A strong foundation in Cisco networking platforms, including Catalyst Series, Nexus Series, ISR Routers, and ASR Routers, is essential. Demonstrate advanced expertise in Routing and Switching technologies, with proven troubleshooting experience in EIGRP, OSPF, and BGP, including routing loops, convergence issues, path selection problems, and complex outages.

Proficiency in packet capture and analysis using network diagnostic tools is required. Experience managing Cisco TAC cases and vendor defect resolution processes is also necessary.

Possess a solid understanding of Incident Management, Problem Management, Change Management, Event Management, and the ITIL Framework. Expertise in Root Cause Analysis (RCA) and Major Incident Management is a key requirement.

Exceptional analytical and problem-solving skills, coupled with strong written and verbal communication abilities, are vital. Ability to perform under pressure during high-impact incidents, strong collaboration and stakeholder management skills, and the capacity to work independently with minimal supervision are expected.

Good organizational and prioritization skills, along with strong teamwork and interpersonal skills, will ensure success in this role.