Engineers who have a passion and understanding for providing outstanding customer service. This person will be part of a team of experts who are responsible for handling network/security support, problem management, managing network performance and proactively identifying issues before they become customer affecting. This team provides 24×7 support, as well as provides training to junior engineers.

• Support the operations of advanced IP network/security services and take escalations from Level 1 and Level 2 engineers and as directed by Operation Managers
• Working experience in a fast paced Network Operation environment
• Experience in Remote troubleshooting and diagnosis of network connectivity issues
• Working with a variety of customers and vendors (some technical some non-technical)
• Must be able to communicate technical jargon to non-technical people
• Receive calls from customers and work trouble tickets to resolve customer escalated network and security issues
• Work with Telecommunication Service Providers to resolve escalated circuit problems to resolution
• Perform complex changes on the Network and Security devices
• Work with Hardware/Software Vendors to resolve problems
• Work a rotating shift schedule
• Manage Global Operations Center shifts and exchange handoff between various shifts
• Manage daily work distribution for Global Operations Center
• Become SME for few priority customer accounts and to be proactive to improve customer service.
• Train and mentor engineers.
• Participate in various Network and Security projects. Participate on weekly/monthly/quarterly service review calls with customers.
• Contribute in providing appropriate content for the weekly/monthly/quarterly service report
• Perform other duties as assigned.

Pre-Requisites

• Technical expertise with routing protocols (RIP, EIGRP, OSPF, BGP) and switching(VLAN, Trunking, Dot1x, various flavors of STP)
• Hands on experience in MPLS, QoS and VoIP.
• Hands on experience for network troubleshooting in LAN and WAN environment.
• Understanding and expertise on security products (Firewall/IPS/SIEM/SIM/IVE/SA/Proxy) and Linux

• Strong Technical and subject matter expertise in at least one or more of the following specialties: Juniper/Cisco Routers, WAN Optimizers(Riverbed, Juniper, Citrix),Wireless, Nexus Switches, VSS

• Provide comprehensive maintenance plans for change management review and approval, implement according to plan.
• Manage and Support MPLS backbone spanning across globe

Requirements

• CCNA, CCNP, JCNIA, JNCIS, CCIE, JNCIP, JNCIE is desirable.
• 7+ years relevant experience
• Bachelor degree in Electronics/Computers/IT preferred
• MS Office proficiency
• Aptitude and desire to learn advanced IP network services
• ITIL process awareness

Location: Denver, Mumbai, Manila

The NOC Network Engineer provides first-line Network Surveillance and Event Management support of the Virtela Network. NOC Service Teams are responsible for high-level network operations support of the Virtela Core Network and multiple Customer Networks, delivered in accordance with standard Virtela Event Management procedures.

Primary Responsibilities

• Support the operation of advanced IP network services
• Receive calls from customers to open trouble tickets
• Work trouble tickets to resolve customer and network issues
• Work with Telecommunication Service Providers to resolve circuit problems to resolution
• Work with Hardware/Software Vendors to resolve problems
• Work a rotating shift schedule
• Perform other duties as assigned

Professional Qualifications

• Technical B.S. degree required.
• Extensive knowledge of IP networking and applications running over networks
• Hands-on network & application troubleshooting experience
• Experience with routing protocols (RIP, OSPF, BGP)
• Understanding of how Telecommunication Service Providers install, test, and troubleshoot circuits; excellent computer skills including WIN2k and Unix.
• World-class skills in interfacing with customers and is willingness to go the “extra-mile” to assist them.
• Ability to manage multiple projects simultaneously, to include resources, priorities, and timelines.

Responsibilities

Engineers who have a passion and understanding for providing outstanding customer service. This person will be part of a team of experts who are responsible for handling network/security support, problem management, managing network performance and proactively identifying issues before they become customer affecting. This team provides 24×7 support to its Global customer base.

• Remote management and monitoring of Network Operations
• 24*7 NOC support to Large Global clients that have a distributed LAN , WAN setup
• Level 2 and Level 3 support for Incident Management / ticket resolution
• Creation of MOP/SOP and planning Change management process
• Performance tuning of network devices and creation of SOP
• Work with Telecommunication Service Providers to resolve escalated circuit problems to resolution
• Planning and Perform upgrade of network and security devices
• Work with Hardware/Software Vendors to resolve problems
• Train and Mentor juniors
• Act as an SME SPOC for certain Network products
• Provide technical inputs for weekly/monthly customer service review reports

Pre-Requisites

• Hands on troubleshooting experience in Enterprise LAN and WAN environment.
• Strong Technical subject matter expertise on Cisco and/or Juniper Platform Network solutions
• Technical expertise with routing protocols (RIP, EIGRP, OSPF, BGP) and switching(VLAN, Trunking, Dot1x, various flavors of STP) protocols
• Knowledge of MPLS and QoS Basic knowledge of security technologies
• Understanding on IPSec, VPNs, GRE, NAT/PAT over varied platforms

• Experience of working on circuit(T1/E1,T3/E3,Ethernet) troubleshooting would be preferred

Requirements

• CCNA, CCNP, JCNIA, JNCIS, JNCIP is desirable.
• 4-8 years relevant experience
• Engineering Degree/ Diploma for recognized University /Board
• Good communication skills – written as well as verbal
• Passion to work on core technology platform
• ITIL process awareness

Responsibilities

• Lead Network Operations Center as Business As Usual function 24*7*364 in rotating shifts
• Supervise the daily working of engineers on network trouble tickets
• Direct and build (staff, train, mentor and maintain employee skill levels) the Network Operations Center that troubleshoots, repairs and monitors customer’s network
• Proactive in handling issues for priority Incidents and ensuring resolution in timely manner
• Participate on calls/meetings with customers/vendors/internal teams on weekly/monthly/quarterly basis
• Lead team of engineers and mentor them for their personal growth along
• Communicates and coordinates network maintenance and schedules
• Monitors and maintains network stability
• Create, maintain, and enforce all processes and procedures
• Provide detailed statistics on the performance of the team and provide solutions to better their performance to the executive staff
• Assist in internal and customer audits

• Provide ideas for the development of automated tools which enhances the capability of the engineers

Pre-Requisites

• Proven experience in leading technically diverse network monitoring and engineering staff in a global 24*7 environment
• Knowledgeable in enterprise network management tools
• Hands-on experience to quickly resolve customer’s network issues
• Must be able to independently handle customer as well as internal escalations
• Excellent written and verbal communication skills
• Strong interpersonal and problem solving skills required
• Excellent Customer Service, analytical and organizational skills required
• Time management and prioritization skills
• Ability and initiative to undertake individual projects as well as work in a team environment
• Experience identifying, planning, coordinating and executing shift management strategies which contribute in increased efficiency
• Hands-on experience with Cisco and Juniper products

• Flexible person with the ability to manage stressful situations and adapt to rapidly changing environments and requirements

Requirements

• Certifications CCNA, CCNP, JNCIA, JNCIS, CCSA, CCSE, CCSP, JNCIA-FW, JNCIA-SSL, CEH , ITIL is desirable
• Minimum 5 years experience
• Bachelor degree in related field preferred