The Network Technical SME will be responsible for network incident management, leading to resolve P1/P2 tickets/calls, introducing service improvements, driving service improvements, creating and updating process and architecture documents centrally, and ensuring optimal performance, security, and scalability.
This role requires extensive knowledge of networking technologies, troubleshooting skills, and the ability to advise on best practices.
Your responsibilities:
Key Responsibilities will include:
An individual with network maturity who understands and has good knowledge of all network technologies including routing, switching, wireless, DNS, firewalls, load balancers, SD-WAN, Cloud, etc.
CCIE certified or CCNP (in both Routing & Switching and in the path to complete CCIE) in network technology with additional certifications for other network domains.
Quick learner with an understanding of end-to-end customer network environments, global architecture, network elements, and services to lead troubleshooting calls and sessions.
Understanding of the ITIL framework and certification in ITIL v3/v4, capable of effectively driving P1/P2 and other technical calls related to network domains or dependencies.
Focus on learning new network technologies and their implementation in the customer environment.
Thorough understanding of BAU SLA/KPIs and contractual obligations related to incident management.
Ownership and driving of Problem Management for P1/P2 incidents to ensure timely closure and prevent recurrence.
Knowledge of network-related vendors to coordinate support as needed.
Ability to create a virtual WAR room database including architecture, SOP documents, contacts, etc., for issue resolution.
Effective use of network tools to ensure proactive practices during P1/P2 incidents.
Contribution to service improvements and innovations to reduce P1/P2 incidents in the network domain.
Collaboration with Network BAU and Projects teams to gather relevant information.
Creation and updating of network diagrams and detailed architecture.
Development of end-to-end traffic flow diagrams for applications.
Risk mitigation planning to address issues arising from P1/P2 incidents, with detailed plans submitted to management.
Serve as SPOC for customer and service management teams on critical issues.
Strong communication and interpersonal skills, with a focus on service improvement and a positive, energetic attitude.
Team player capable of working with network and other technical teams.
Customer-first mindset, committed to supporting service continuity.
Act as the primary technical authority for network infrastructure.
Availability to work 5 days a week from the office, travel as needed for customer site support.
Ownership of major incident resolution, including network design, implementation, and maintenance of infrastructure.
Proficiency with network sniffer tools (Wireshark, Ethereal, SolarWinds, etc.) for traffic analysis.
Hands-on experience with all related technologies, not just consulting.
Knowledge and experience in network security, firewalls, VPNs, and access control policies.
Proactive network performance monitoring and troubleshooting to minimize downtime.
Collaboration with other IT teams, overseeing upgrades, migrations, and capacity planning.
Documentation of network configurations, policies, and procedures.
Technical leadership and mentorship for junior engineers.
Compliance with industry standards and best practices, including risk assessments.
Commitment to quality delivery, process adherence, and continuous improvement initiatives.
Leadership in service improvement initiatives and actions to enhance network delivery.
Essential skills/knowledge/experience:
Minimum 10-12 years of hands-on networking experience.
CCIE preferred (R&S or DC), CCNP with L3 expertise required.
Expertise in Cisco and Fortinet routing, switching, and security solutions.
Knowledge of load balancers (F5), DNS/DHCP, HPOV NNMi, Catalyst Center Infrastructure.
Ability to troubleshoot complex network issues ensuring high availability.
Excellent communication skills for troubleshooting leadership.
ITIL certification and experience in troubleshooting complex application/architecture issues.
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