What will you do
- Responding to network event and incident escalations from the first-level support Service Desk, internal/external clients and business partners
- Performing root cause analysis with vendor engineers and escalation teams for major incidents and recurring problems, and implementing permanent solutions
- Managing the team's ServiceNow incident/problem/change ticket queues in accordance to established SLAs
- Execution of network and security infrastructure configuration changes across the global enterprise
- Performing audits for consistency in Network Management Systems, documentation, and configuration
- Creating/improving support documentation and ensuring shift reports are documented and kept up-to-date for major network-related outages
- Participate in 24 x 7 on-call rotational shifts including evening and night shifts.
- Participating in meetings and training sessions to review and understand new technology and service deployments
What do you need to succeed
Must Have
- Excellent understanding of TCP/IP, including packet inspection/protocol analysis using packet analyzers for troubleshooting is highly desired
- Solid understanding and troubleshooting capability of L2/L3 protocols (ARP, HSRP, VRRP, STP, BGP, VRF, OSPF, VPC) in a Cisco environment
- Good understanding of application protocols such as DNS, DHCP, HTTP, FTP, TLS, etc.
- Knowledge of security concepts such as NAT/PAT, IPSEC, SSL, DDoS, IP Spoofing etc.
- Excellent understanding of the OSI model
- Experience working with the following network and security appliances/vendors
- Fluency in programming languages and automation tools (Python, Ansible, etc.) is considered an asset
Nice to Have
- Sound understanding and working knowledge of Cisco UCS, FCoE, VSAN, VDC, vPC, VXLAN, Cisco ACI, VMware is considered an asset
- College diploma or University degree related to Information Technology, with a focus on Telecommunications
- CCNP R&S/DC certification or equivalent level of knowledge
