Operations Engineer

JOB DESCRIPTION

The Global Networks & Asset Protection team plays a vital role in ensuring a technologically advanced and highly scalable infrastructure and support services which not only meet our business partner’s needs for today, but ensuring a robust roadmap for the coming future. Our ultimate goal is to create a smooth and hassle-free experience for our enterprise business and technology partners. Operating in a dynamic and high-energy setting, the GNAP team places great emphasis on setting and achieving goals, prioritizing well-being, and fostering personal growth through our core values. A day in the life: You’ll support the Global Networks & Infrastructure team by ensuring the reliability of our physical security systems—access control, video surveillance, and related infrastructure—across retail, corporate, and distribution sites. As a key technical and network resource, you’ll help troubleshoot system and connectivity issues, monitor performance, and collaborate with internal teams and vendors to maintain seamless operations The role: • Support service/operational delivery for Asset Protection, Access Control, and network-related infrastructure. • Troubleshoot, diagnose, and resolve issues with on-premise network video recording devices and related connectivity concerns. • Regularly check the status of video surveillance cameras, NVR devices, and associated network components to ensure they are online and functioning. • Manage tickets in ServiceNow, providing timely updates and meeting SLAs and KPIs. • Ensure smooth and efficient operations of video surveillance, access control, and supporting network systems. • Collaborate with internal/external partners to support upcoming planned deployments, including network readiness assessments. • Support queue management by identifying trends, opening Parent and/or Problem tickets, and escalating to the correct teams for quick resolution. • Contribute to the improvement of processes, network reliability, and implementation of new technologies. • Demonstrate professional and effective communication skills to support users, peers, and cross-functional partners. This comes in all forms of communication: telephone, email, remote sessions, and in-person. All touch points to be documented in incidents. • Build a positive working relationship with our retail team, 3rd party vendors, integrators, and cross-functional partners. • Collaborate with vendors to resolve longstanding support tickets and proactively develop solutions for potential issues • Participate as a technical project resource as and when required, including network-related initiatives. • Participate in on-call rotation as required.

REQUIRED SKILLS AND EXPERIENCE

- 3+ years of technology related experience and network certification such as Cisco CCNA - Strong foundational knowledge of OSI layers 1–4, switching (e.g., VLAN, STP, FHRP), firewalls, wireless, and cloud networking - Experience with Cisco SD-WAN, IOS-XE, Meraki, Palo Alto, Infoblox, Azure/AWS networking, and ServiceNow preferred - Strong grasp of networking principles such as IP addressing, subnets, VLANs, routing, and firewall rules. - Understanding the basic principles around incident management including creation and classification, investigation and diagnosis, resolution and closure - Effective communication skills for incident reporting, collaboration, and technical updates

NICE TO HAVE SKILLS AND EXPERIENCE

- Familiarity with routing protocols such as OSPF and BGP is a plus - Basic knowledge of video surveillance technologies, including IP/analog cameras, resolution settings, and image sensors.

UP TO 20 LPA