Network Operations Specialist
3 weeks ago
AHEAD is a Data Center Infrastructure partner, providing clients with the resources and insight to overcome any technical obstacle, enabling business agility and success. Our team combines innovative technologies with documented best practices to help clients assess, design, implement, and run their next-generation environment.
Key Responsibilities:
- Monitor client infrastructure with provided tools and incident management, including triage, response, and escalation of incidents based on severity.
- Manage service requests and change management for Managed Services customers.
- Perform troubleshooting of network-related alerts and incidents, escalating to appropriate teams as needed.
- Utilize system and event management tools and procedures to respond and resolve internal and external customer issues.
- Follow specific Standard Operating Procedures (SOP), Work Instructions, and operations Run Books to perform network tasks on behalf of customers.
- Ensure that all Service Now incident tickets, change records, and service requests are fully documented, planned, resolved, and/or executed on time and per the customer's expectations and within the agreed Service Level Agreement (SLA).
Requirements:
- At least 10+ years of operational experience in multiple technologies, including networking, servers, storage, virtualization, and cloud.
- Proficient use of Microsoft Office applications and experience working with an ITIL-based ticketing system tool – ServiceNow.
- Experience with at least one IT observability/monitoring tool or technology, such as Elastic, LogicMonitor, or Solar Winds.
Preferred Certifications:
- Elastic Observability (ECOE)
- Logic Monitor Certified Associate (LMCA)
- Microsoft Certified Solutions Expert (MCSE)
- Microsoft Certified Professional (MCP)
- Red Hat Certified System Administrator (RHCSA)
- Linux Certified Administrator (LCA)
- Cisco Certified Associate (CCNA)
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