Job Description

Key purpose:

The Senior Network Engineer is responsible for providing a service to clients by proactively identifying and resolving technical incidents and problems. Through preemptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role will maintain a high level of service to clients. Their primary objective is to ensure zero missed service level agreement (SLA) conditions.

Duties and responsibilities:

• Ensure that assigned infrastructure at the client site is configured, installed, tested and operational
• Perform necessary checks, apply monitoring tools, and respond to alerts
• Identify problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail
• Investigate third line support calls assigned and identify the root cause of incidents and problems
• Report and escalate issues to 3rd party vendors if necessary
• Provide onsite technical support to clients and provide field engineering services to clients
• Conduct monthly review of incidents and service requests, analyze, and recommend improvement in quality
• Provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by company
• Proactively identify opportunities for work optimization including opportunities for automation of work
• Troubleshooting and resolution of complex network issues including Fault management
• Consult and advise customers regarding network related requirements
• Design networking and related technology solutions to meet customer requirements
• Prep, configure and install network and related/integrated solutions
• Documentation and reporting where required As Built, Design, standard builds, Fault description, Resolution and Root Cause Analysis, Surveys and Assessments, Reports as needed
• Mentoring of colleagues and peers both in the Networking arena and others
• Standby and after-hours escalation point for support issues
• Focus on service availability and IPSLA requirements

Qualifications, skills and experience:

• Ability to communicate and work across different cultures and social groups
• Ability to plans activities and projects well in advance, and considers possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey
• Understanding of TCP/IP and networking protocols
• OSPF, EIGRP, QoS and Multicast configuration and troubleshooting understanding BGP
• layer 2 networking, including STP, VLANs and port channel/Ether channel technology, etc.
• layer 3 networking, including dynamic routing protocols (like the ones mentioned above) and HSRP/VRRP/GLBP/SVI, etc.
• CCNP with solid SD WAN experience
• Cisco SD-WAN Viptela knowledge with OMP routing protocols
• Experience with various tools such as Protocol Analyzer, IPAM, RADIUS, etc.
• VxLAN knowledge would be advantage
• Network Packet captures and analysis (Wireshark)
• Development/Automation/Scripting knowledge (Python)
• Be a finisher and get the job done
• Manage his/her own workload