- Strong Technical Understanding of Routing / Switching protocols, Wireless, F5, Data center, WAN/SD-WAN and Network monitoring, observability Tools, Network performance tools.
- Technically strong to lead/drive end-to-end Network Troubleshooting during Incidents.
- Bachelors degree in Computer Science or Engineering or B-Tech
- Able to handle incident independently.
- Able to successfully plan, implement, & delivery all Network Change controls
- Ability to leverage and involve the right technical resources, and partners, and take action during an incident or change control.
- Excellent Communication, including the ability to independently lead an outage incident.
- Solid understanding of Expert customer care business, processes, procedures. Able to represent the end customer as a customer advocate.
- Strong troubleshooting experience with network environments.
- Strong understanding of network troubleshooting Tools.
- Significant technical, functional and hands on experience with networking Services and operations.
- Highly collaborative, with the ability to influence team members.
- Ability to provide a strong point of View as necessary.
- 12+years of Experience in Network Operations (LAN/WAN) or Network Engineering and hands-on experience with Network Operations Monitoring and response Centers
Preferred Qualifications/Skills & Expertise
- Ability to develop and deliver detailed issue summary and concise messages to supervisor / Management (LL6/LL5)
- Possess a high tolerance for ambiguity and ever-changing dynamic environment.
- Network Certifications such as CCNA (Cisco Certified Network Associate) or CCNP (Cisco Certified Network Professional)
- Experience working in a TAC environment/Customer support.
- Advocate for DevOps mindset and culture, collaboration, flexibility, and cross domain knowledge
- Endless Desire to Learn
- Working experience in supporting network operations and monitoring center.
- Strong technical experience in Routing / Switching/ Wireless/Load Balancers/ Cisco ACI & SDWAN
- Strong troubleshooting skills in LAN, Wireless and WAN environments involving Cisco devices.
- Good Communication, Business Development & Negotiation skills
- Work with external Vendors like Cisco/F5 or WAN service providers to resolve any network issue.
- Implement complex network change requests.
- Experience with Rally tools and Agile delivery.
- Experience with Cisco DNA, SD-Access, ISE, Wireshark, Gigamon, Splunk and Thousand Eyes.
- the technical Incident Management Calls and Change Controls through STRONG Technical Network Knowledge, Operational capability, and strong communication skills.
- Own End-to-end Network Troubleshooting during Incidents.
- Demonstrate technical excellence through technical knowledge.
- Work with global Network Operations supervisor/ leads peers for supporting the global 24x7 shift operations.
- Advocate and ensure that high quality Follow the Sun (FTS) is delivered to receiving teams. As well as support on-call schedule and shifts are available.
- Support continuous improvement in service management for Network Services leveraging enterprise tools and processes (Incident, Problem &Change) and focusing on customer value optimization.
- Supports implement best practices and processes for Network Operations services to maintain availability, reliability, scalability, and security.
- Support for effective SRE Monitoring and FSO (Full Stack Observability) on system performance and overall health, troubleshoot issues, and implement corrective actions.
- Collaborate with the Network LAN/WAN development teams to optimize infrastructure for application performance and scalability.
- Support team members to achieve technical network excellence thru experience, and network Certifications and support training requirements.
- Able to support the team to develop continued improvements leading to an always on network capability.
- Support and ensure that high quality follow the sun is delivered to receiving teams.
- Actively participate in escalations requests.
- Support a proper follow-up to Business escalations, BR, and DOR.
- Support assurance of up-to-date sw releases, targeted LDOS, and PSIRTS (security updates)
- Support Network Service offering teams to ensure successful change controls.
