Senior Network Operations Engineer
2 weeks ago
The Senior Network Operations Engineer is a critical member of the Operations team responsible for Level 3 Incident Management, encompassing response and resolution of Network, Wireless, and Security Infrastructure-related issues. This role involves working directly with customers to gather fault symptoms, provide resolutions or workarounds, and share best practices. The job scope includes extensive support to client network support teams to perform activities in network health checks, wireless testing, user issues, break-fix, and preparing incident root cause reports.
Key Responsibilities- Understand and adhere to GNC support templates and standard operating procedures.
- Perform IOS upgrades and patches to ensure the environment is bug-free and up-to-date.
- Troubleshoot production issues and network problems to resolve user-related issues and collaborate with principal vendors and customers to provide timely resolutions.
- Field engineer responsible for handling support issues on Enterprise Networking Platforms and Solutions related to Routing, Switching, Wireless, NAC, Security, including vendors such as Cisco, Aruba, Fortinet, Riverbed, Palo Alto, and F5.
- Escalate Enterprise Networking-related matters from Level 1 helpdesk engineers, perform Level 3 on-site troubleshooting, and hardware field replacement works for Enterprise Networking Solutions.
- Participate in a team of engineers performing 24-hour standby duties on a rotational basis.
- Responsible for updating technical documentation for configuration changes made via helpdesks and/or managed services customers.
- Open and close support tickets as applicable and provide timely updates to helpdesk personnel and customers for support cases allocated.
- Collaborate with various teams of engineers for troubleshooting Enterprise Networking incidents.
- Minimum 5 years of relevant experience in network operations, including network, wireless, and security technologies.
- Hands-on experience in fixing user issues in production environments is essential.
- CCNA/CCNP/CCIE certification, plus any other networking certifications preferred.
- Strong understanding of Enterprise Networking Solutions, such as VSS, VPC, Multicast, MPLS, etc.
- Ability to perform local/remote IOS upgrades on different products and RMAs for faulty devices in production.
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