Network Analyst 

Job Description / Accountabilities

• An IT Operations Analyst IV within the Network Operations Support Group is responsible for providing senior-level support of the Client Group network infrastructure.
• This includes BRP capabilities, incident management, and support of all components associated with these environments.
• Areas of support include the LAN, MAN, WAN, RLAN, Wireless, Firewall, Load balancer, and Optical solutions.

Accountabilities will include, but not be limited to, the following :

• Manage day-to-day deliverables during the shift, under the overall direction of the NOC Shift Leader.
• The primary accountability of this position is to ensure that all work deliverables during the shift are efficiently managed with strong delivery and prompt escalations to the Shift Lead / Manager positions as needed.
• Engage other teams or escalate to L / L teams as necessary. Smooth takeover of work as well as well documented and smooth handover is part of the accountability.
• Provide strong technical support while ensuring that NOC processes and procedures are followed properly by the team that they are a part of.
• This includes proper use of automation, following proper remediation procedures, high quality tickets, and vendor issue updates, handover documentation, etc.
• Collaborate strongly with the Shift leader to manage the queue, work intake as well as delivery.
• Engage in high-priority incidents (P's) or incident calls and provide support.
• Engage with wider operational teams like EES / OCG and other support areas on an ongoing basis.
• Ensure work being taken over is followed up promptly while providing proper handover to the next shift as well as to the Shift Leader.
• Support the incident, change, and problem management processes.
• Manage incident queue and effectively prioritize and triage incidents based on critical devices and shared services.
• Help develop team members, and provide effective feedback and recognition when needed
• Help assess training needs, process gaps and improvement suggestions, automation opportunities and effectively communicate upwards to the Shift leader and Manager as required
• Assess impact and potential impact / risk and report to the shift leader / Manager very promptly when significant issues occur
• Escalations with internal teams and rd party vendors.
• Manage chronic, repeat, and aging incidents with proper internal / external escalations.
• Create MoPs and how-to docs for better support and training of new and junior team members. Also, peer review such documentation created by other team members and provide suggestions for improvement.
• Explore new automation opportunities for any repeated tasks to reduce human touch.
• Report on any challenges with internal processes, gaps, or any challenges with vendors and telcos.
• Other duties as required.

Other Qualifications / Skills / Experience

The successful candidate must possess the following :

• Strong team player, self-motivated, highly organized, and able to multi-task in a fast-paced, dynamic environment.
• Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients, and vendors.
• Experience and a sound understanding of network environments (TCP / IP, Cisco routers / switches, Firewall, Load Balancers, WiFi) including an excellent understanding of telecommunications concepts and Telco connectivity.
• Strong understanding of Switching and Routing - Cisco Catalyst / Nexus Switches, SDWAN (Cisco / Viptela / Aruba Silverpeak), DMVPN.
• Hands-on experience with Cisco ACI, Palo Alto Firewalls, F Load balancers, Aruba or Cisco WiFi, and VMware NSX is a definite asset for this position.
• Proficient in executing diagnostic techniques with a sound foundation of monitoring tools which include SevOne, VitalQIP, ExtraHop, and ThousandEyes.
• Sound second-level problem determination and problem source identification skills with regards to the various network technologies utilized within globally.

Specific Educational Requirements / Accreditations

• Technology Degree / Diploma or equivalent work experience.
• CCNA certified with a minimum of years of work experience in a Network Operations / Production environment, or
• CCNP certified with a minimum of years of work experience in Network Operations / Production environment.
• CCDP and ITIL certifications are a definite asset to this position.

Notes :

we are purely a Network Ops Level / team and we deal with less complex to semi-complex issues and also look into complex issues and try to resolve them.

so this is a Tier level support role and please make sure candidates are aware of the following and fine with them :

• Job role : Network Operations level supporting production environment primarily
• Shift rotation work : -hour shift rotation
• Work Location : Onsite from SOC (no work from home)

Must-Have :

• CCNP (R&S) Cert (CCNP certified with minimum years of troubleshooting experience OR CCNA certified with min years of troubleshooting experience)
• Routing and switching experience
• Troubleshooting experience / Break fixes
• Network analyst experience

Nice to have :

• Cisco Viptela SDWAN / Aruba SDWAN
• Cisco ACI
• Palo Alto firewalls
• F load balancers
• VMware NSX
30+ days ago