Responsibilities & Qualifications

Responsibilities

• Handling tickets / Incidents via Service Now platform

• Lead technical incident calls as a SME

• Troubleshooting and providing break fix support to technical issues

• Perform root cause analysis of raised issues

• Defining process improvements and ensuring that the processes are adhered to

• Take shared ownership of resolving issues in a SLA driven environment

• Mentoring / training team members as a SME

• Testing and auditing as required from time to time

• Improves and maintains customer and employee satisfaction

• Work as part of a Follow the Sun support global support model

Technology Knowledge

• Deep knowledge in R&S

• AWS Certified Advanced Networks / Cloud Architect or Azure Network components;

• Native AWS Load Balancers experience

• Hyperscalers integration with on-prem DCs, sites and application impacts;

• Capacity planning for hyperscalers and on-prem components

• Virtual router deployment and troubleshooting (BGP, EIGRP, OSPF, QOS, MPLS, WAN)

• SDWAN Viptela (Vmanage, VSmart, VBound, Vedge)

• Switch - Cisco/Arista (STP, HSRP, SVI, EtherChannel, Stackwise, VSS, Nexus)

• WLAN - Cisco

• Cisco Meraki

• Virtual Load Balancer - F5

• Desirable - P5G

Qualifications

• Min 10+ years of Network Engineer experience supporting global network infrastructures;

• Extensive experience in deploying and supporting Virtual Devices, integration and hyperscaler NW environment

• Engineering level Hyperscalers accreditation

• Experience in working as part of a global support (follow the sun) model

• Cisco CCIE and other industry standard networking certifications

• Expert level knowledge in the real time analysis troubleshooting and documentation of issues within LAN/WAN architectures and IP Services.

• 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.

• Extensive hands-on experience with:

o Cisco ASR, ISR and Catalyst product families

o Cisco Meraki Devices MS and MX Series.

o Cisco Nexus 9K/7K/5K/2K (NXOS) Series of switches

o Wireless LAN technologies - Cisco and Aruba

o F5 Load balancers

o Cisco SD-WAN

Soft Skills

• Excellent verbal and written communication skills (English)

• Have a strong presence and the ability to lead highly complex real time incident calls in front of the customer and other vendors;

• Excellent customer handling skills

• Ability to handle high pressure situations

Certifications

• CCIE
• AWS - Certified Advanced Networks or architect
• AZURE - Certified

• F5-CSE/ F5-CTS

• 300-415 ENSDWI certification

• ITIL v4