Senior Network Operations Engineer

6 days ago


Pune, Maharashtra, India AireSpring Full time
Job Description

As a key member of our team, the Senior Network Operations Engineer will play a pivotal role in ensuring the smooth operation of our network infrastructure. This position requires strong technical expertise, exceptional leadership skills, and a keen eye for detail.

Responsibilities

  • Manage daily security and SD-WAN operational activity, including leading and coaching a team of engineers responsible for resolving complex issues related to Fortinet security/SD-WAN/LAN/WAN/Wi-Fi, VeloCloud/VMware/Broadcom SD-WAN/LAN/WAN, and Meraki security/SD-WAN/LAN/WAN/Wi-Fi.
  • Conduct annual and ad-hoc personnel performance evaluations to ensure team members are meeting expectations.
  • Develop and deliver training programs to enhance trouble ticket resolution, communication, ticket prioritization, and follow-up improvement opportunities.
  • Organize weekly or bi-weekly training sessions with selected personnel to ensure they maintain existing certifications and gain new ones.
  • Evaluate and enforce adherence to established processes, procedures, policies, troubleshooting/resolution guides, and walkthroughs.
  • Identify missing documentation and assign resources for its creation or update.
  • Oversee all open trouble tickets assigned to Tier 2 security and SD-WAN technicians to guarantee timely interaction, resolution, and accurate root cause analysis.
  • Review individual and team key performance indicators, SLAs, and SLOs, and implement corrective actions to address deviations before they become problems.
  • Assist technicians in their work on open trouble tickets to improve customer experience and reduce ticket duration.
  • Eliminate or reduce ticket activity through education, training, improved or additional documentation, process changes, and/or tool enhancements.
  • Serve as the primary escalation point for issues beyond technician level and ensure timely resolution and communication.

Qualifications

Requirements

  • 3+ years of experience as a NOC or repair supervisor at a large 24x7 MSP/ISP offering Internet, networking, security, and SD-WAN via multiple carriers and circuit types.
  • 4+ years of experience as a senior NOC or repair technician resolving individual Internet, networking, security, and SD-WAN service issues.
  • Demonstrable understanding of OSI layers and troubleshooting techniques across them for all applications/services.
  • Strong educator/mentor skills to provide guidance to technicians on open tickets.
  • Excellent verbal and written communication skills to educate, support, and guide customers and agents on open tickets.
  • Hands-on experience and technical certifications with Fortinet FW/SD-WAN/Wi-Fi/switches, Velo/VMware/Broadsoft SD-WAN, Cisco Meraki routers/switches/Wi-Fi, PEPlink and/or BEC mobile wireless routers and modems, and CLI-based BGP/OSPF/VLANs/AAA/security routing and switching on Cisco, Adtran, and Fortinet devices.
  • 3 years of experience modifying monitoring and ticket platforms to optimize notification and handling processes and intervals.
  • Familiarity with SNMP, ICMP, scripts, API, closed portals, vendor OSS/BSS platforms, Syslog, RADIUS logs, SNMP alerts, TACACS logs to improve the customer experience and tier 2 event awareness and performance.
  • Proven ability to inspire and educate technicians.
  • Demonstrable history, focus, and mastery on the items outlined in the responsibilities section.

Additional Information

What We Offer You:

  • Medical benefits with optional supplemental services through AFLAC.
  • Paid Time-Off Plan.
  • Paid Holidays.
  • 401K with employer match.
  • AT&T Discount on personal mobile plan.

This remote role is available to candidates anywhere in the United States.



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