Manage and resolve network tickets and incidents using the ServiceNow platform.
Lead technical incident calls and act as the subject matter expert during high-severity situations.
Troubleshoot and provide break-fix support for complex network issues across LAN, WAN, and cloud environments.
Perform root cause analysis (RCA) and implement corrective and preventive actions.
Define, review, and improve operational processes while ensuring adherence to established standards.
Work collaboratively to ensure timely resolution of issues within defined SLA parameters.
Mentor and provide technical guidance to junior engineers and support staff.
Conduct network testing, audits, and compliance checks as required.
Enhance customer satisfaction through effective communication, ownership, and problem resolution.
Participate in the Follow-the-Sun global support model, ensuring seamless regional transitions.
Requirements
Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum 10 years of Network Engineer experience supporting global network infrastructures
Deep technical expertise across LAN/WAN architectures.
Strong experience with AWS Load Balancers and integration of hyperscaler environments with on-premises data centers and applications.
Expert level knowledge of troubleshooting, implementing, optimizing and testing of static and dynamic routing protocols such as EIGRP, OSPF, BGP and ability to interpret and resolve complex route table problems.
Expert level knowledge for debugging network devices and outstanding Wireshark reading skills.
Strong hands-on experience with Cisco Viptela (vManage, vSmart, vBond, vEdge).
