Job Purpose
Network Operations provides 24x7 support for the organization's global production network infrastructure by performing proactive routines that ensure service impacts are avoided. Team members also interact with customers and peers in Operations and Engineering to facilitate effective handling of service requests and connectivity issues.
Responsibilities
1. Incident Management - Proactive checkouts and monitoring to avoid service outages or limit their impact. Troubleshooting and fault isolation to restore service when necessary.
2. Problem Management - Solutions for Incident Management from Case Study evaluations. This includes development of the related root cause flow charts and troubleshooting procedures that streamline the time required to isolate faults and restore service.
3. Operational Readiness for Current Services - Completing checklists that support pre-production deployment of network services. This includes assurance that Network Operations has updated management for all related network components, is performing pro-active routines to ensure optimal network health, understands the service and its dependencies, and the staff is capable of performing established recovery procedures.
4. Change Management Planning and Configuration Implementation - Coordination of changes at the CAB and periodic quality reviews with Engineering. Implementation of tasks assigned to Network Operations and support for those implemented by Network Engineering.
5. Service Requests, Network Maintenance, and Operational Support - Executing requests for analysis or support. Representing Network Operations' strategic initiatives such as vendor service level reviews, Asset Management, and Capacity Management. Coordination and support for pro-active maintenance activities required to keep the infrastructure in good health.
6. Process Improvement - Specific tasks assigned by management to own that deliver operational support improvements to a technology, process, tool, or service.
7. Perform monitoring for new events to open incidents.
8. Perform all levels of routine network analysis.
9. Coordinate hot hands and other activities with vendors.
10. Interact with advanced level engineering support.
11. Develop and propose solutions for the knowledge base.
Knowledge and Experience
1. Bachelor's degree in computer engineering or related field. 3+ years of experience in lieu of educational credentials.
2. Knowledge of routing protocols and concepts (OSPF, BGP, etc).
3. Knowledge of TCP/IP, Layer 2 and 3 switching.
4. Position requires superior customer service skills including verbal and written skills.
5. Ability to work in a team-oriented environment is essential.
6. Solid understanding of multicast and troubleshooting techniques.
7. Working knowledge of how to use management tools.
8. Weekend and off hours support is required.
9. JNCIA, CCNA, or equivalent knowledge is preferred.
10. Financial industry experience is preferred.
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