Senior Network Operations Engineer
Job details
The Senior Network Operations Engineer is an Operations role whom will focus on SLA driven Level 3 Incident Management which encompasses responding and resolution of Network, Wireless, Security Infra related issues. The position will be a critical member of the Operations team whom are the higher level and Sev 1 n 2 escalations to diagnose and troubleshoot fault incidents. This role will work directly with customers to gather the fault symptoms and provide the resolution or work around and share best practices, make recommendations, document the issues, provide root cause incident reports. The job scope includes extensive support to client network support team to perform activities in network health check, wireless testing, user issues, break fix, preparing Incident root cause reports. Responsibilities:
- Understand the process and practices related to GNC support Templates and Standard Operating Procedures
- Perform IOS upgrades and patches to fix software and ensure that the environment is bug/vulnerable free by keeping system with up to date software.
- Troubleshoot production issues and network problems to fix any user related issues and work with principal vendors and customer to provide the resolution with in the proposed timelines.
- Field engineer responsible for handling support issues on Enterprise Networking Platforms and Solutions related to Routing, Switching, Wireless, NAC, Security. Includes Vendors such as Cisco / Aruba / Fortinet / Riverbed / Palo Alto / F5 etc
- Under take escalation for Enterprise Networking related matters from level 1 helpdesk engineers, perform level 3 on site troubleshooting and hardware field replacement works for Enterprise Networking Solutions.
- Be part of a team of engineers that performs 24 hours standby duties on a rotational basis.
- Responsible for updating technical documentations for configuration changes made via helpdesks and/or managed services customers.
- Responsible for opening and closing of support tickets when applicable and providing timely updates to helpdesk personnel and customer for support cases that has been allocated to you
- Work closely with various team of engineers for troubleshooting in relation to Enterprise Networking incidents.
- Minimum 5 years of relevant experiences in network operations including network, wireless, security technologies.
- Hands on experience in fixing user issues in production environment is essential
- CCNA/CCNP/CCIE certified plus any other networking certifications preferred
- Strong understanding about Enterprise Networking Solutions such as VSS,
- VPC, Multicast , MPLS etc..
- Ability in performing local / remote IOS upgrades on different products and RMAs for faulty devices in production
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