Network Support Engineer

Switching Routing (underlay and overlay) Firewall, Traffic Management, Content Inspection, and DNS Identify service impact, interpret monitors, dashboards, traffic captures, and logs using:

• Splunk, SevOne, IBM Watson AI Ops, Wireshark, NetScout, and Gigamon Cisco Nexus/ACI, Arista CloudVision, VMware vSphere
• Identify possible production failure scenarios through eyes on glass monitoring of IT infrastructure Services
• React to the failure according to business impact, and communicates with management and technical escalation
• Initiate production support triage efforts for network infrastructure incidents, manage bridge line troubleshooting and appropriate team engagement, engage in technical research and troubleshooting, and escalate to next level of leadership as needed
• Provide status updates and technical detail for awareness communications, ensure accuracy of all communications sent, and ensure any necessary follow-ups are scheduled
• Responsible for data quality and completion of incident tickets, including ensuring all impacts are accurately recorded and documented in the system of record.
• Work ad-hoc reports and offline incidents at the direction of the senior team members or leadership
• Promote and enforce production governance during triage/testing and fix efforts, exercises judgment within defined procedures and practices to determine appropriate action.
• Adhere to design standards and global design authority processes and procedures
• Assemble professional documents based on existing templates and ability to provide accurate work descriptions with assumptions, and caveats.

Splunk, SevOne, IBM Watson AI Ops, Wireshark, NetScout, and Gigamon Cisco Nexus/ACI, Arista CloudVision, VMware vSphere

• Understanding of enterprise network infrastructure (routing, switching, wireless, SD-WAN).
• Hands-on experience with Splunk for data ingestion, searches, dashboards, and alerts.
• Experience working with network telemetry sources such as SNMP, syslog, telemetry streams, APIs, and device metrics.
• Ability to translate raw telemetry into actionable insights for Operations teams.
• Strong analytical skills and attention to data quality.
• Good communication skills to work effectively with Engineering and Operations teams.