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- Provide technical troubleshooting expertise in resolving the incidents escalated to your organization
- Be the subject matter expert on IP Transport domain.
- Handle Outages/Service degradations, perform initial RCA and coordinate with vendors, Engineering teams to compose final RCA.
- Lead troubleshooting bridges with internal & vendor teams as needed.
- Engage and escalate issues with Transport Tier III / Engineering team when critical, time sensitive support and resolution is needed.
- Work with technical teams to document troubleshooting steps and methods to improve processes.
- Provide lead support with Market Teams to troubleshoot/resolve complex issues
- Engage and escalate issues with vendors when critical/time sensitive support and resolution is needed.
- Develop key metrics for performance monitoring and service assurance.
- Closely working with the vendors for Incident resolution and RCA
- Troubleshoot with transport fiber providers and coordinate the quickest path to network restoration.
- Update ticket information on the corrective actions implemented.
- Contribute to ongoing process improvement reviews, identifying areas for automation and overall efficiency improvements increasing service up-time and overall customer experience.
- Maintain a detailed working knowledge of network technologies and would understand how data moves between Cloud, PaaS Solutions, and Legacy TDM/IP environments.
- Analyze issues before Merchandise Authorization (RMA) and sign off on hardware replacements and upgrades per best practices.
- Other duties as assigned.
- This position may provide on-call support on a rotational basis.
- BS Engineering or technical degree or an equivalent combination of highly related experience and education.
- 8 to 10+ years of experience working in the Transport domain supporting a major operator/vendor.
- Subject matter expertise with with routing protocols (BGP, EIGRP & OSPF), VRFs, VLANs, VRRP, LACP, MLAG, TACACS / Rancid / GIT, IPSec VPN, DNS / DHCP, NAT / SNAT, IP Multicast, VPC, Transit Gateway, NAT Gateway, ALB/ELB, Security Groups, ACL, HSRP, VRRP, SNMP, DHCP.
- Exposure ServiceNow (SNOW) incident management system.
- CCNA and/or CCNP certification would be an advantage
- Professional experience working with Cisco and network service providers such as Lumen, Zayo, Everstream, etc.
- Strong problem-solving, analytical, and time-management skills.
- Must be able to analyze a high volume of technical data and work in a high stress, fast-paced environment.