Sanjib Saha

Project Name:
FENICS, Support Operations - Transition to Fujitsu India

Project Description:
"FENICS is a network service for sales, provided by FUJITSU.
SOP-based L1, L2 support and project management "

Project Scope:
Fujitsu, Japan migrated some of the Infrastructure operation services that contains 2nd line support to India's RIM (Remote Infrastructure Management).
SOP based L1 & L2 support - Service Request fulfillment.

Job Responsibilities:

·Timely and accurate day-to-day translation processing of Customer’s financial data, customer validations involving usage of Japanese language.

·Working on Oracle R12 Financials – Trading Community Architecture (TCA) forms.

·Have an understanding of creating customer data to shipment

·Working closely with onshore Alliance & Channels (Partner Sales) , Oracle University, Contract team.

·Report technical issues / failures to Japan and IT teams.

Japanese Interpreter (HR & Admin support)

Japanese Interpreter (HR & Admin support)

· First point of troubleshooting for all network issues and outages, actively involved in Sev 1 Tickets where client impact is very high and drive through the troubleshooting process in restoring the service ASAP.

· Providing 24x7 Network support to Japan clients remotely from NOC

· Analyse connectivity problems interpret testing results with different service Providers and determine if the client equipment/circuits, vendor connection lines or Company routers are the cause and initiate measures for prompt rectification.

· Co-ordinating with service providers and Clients during outages. Follow up with Service Providers resolving issues or escalate to the appropriate Engineering Teams and/ or ATS Management.

· Coordinate Network repairs and Assist vendors/ specialists with network testing assignments and circuitry repairs designed to maximize operating capacity.

· Network Operations and Monitoring of alerts for network devices and servers received on spectrum tool for Japan, US, UK and Global Network.

· Notifying Clients through Notification Mail and placing callout on Ckt/Site outages, Status and resolution details.

· Processing of all mails received and acting on it as per the process requirement.

· Handling and managing bridge calls for troubleshooting times with customer side (Japan and Backbone Related issues) network team/service provider.

· Attending daily Client meetings to discuss the day to day activity and changes.

· Arrange site visit with NTT and Soft Bank (Japan).

· Device Back up script run by weekly.

Tools using:- Unicenter Service Desk, HP Service manager, Orion, NetXMS

Interacting with Japanese speaking clients on a regular basis via calls emails etc.
Working daily on SEO and dealing with Third party Japanese clients on SEO related queries on behalf of US based client.
Carrying out off-page optimization for Client on Japanese websites through forum posting, blog commenting, directory submission etc.
Translating technical documents from Japanese to English and English to Japanese.