The Network Operations Engineer will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.

Location : Remote
Shift timings : 11:30 pm/12:30 pm IST onwards (IND 3rd Shift)

JOB REQUIREMENTS:

Key Accountabilities:
• Provide exceptional customer support via the ticketing system and phone

• Detect events in a timely manner using monitoring tools.

• Mitigates DDoS attacks to protect customer and shared infrastructure

• Document planned and unplanned network events in appropriate tracking and turnover systems.

• Troubleshoot and resolve network events and create event documentation accordingly.

• Take ownership of level-appropriate customer requests and issues and engineer escalations, seeing them through to resolution.

• Escalate support requests to next level engineers and communicate with Incident Management as appropriate.

• Escalate to vendors and follow up as needed to ensure problem resolution.

• Adhere to Change Management and Maintenance policy and process.





• Participate and provide input to Root Cause Analysis.

• Take ownership of projects self-identified or assigned and ensure proper and complete documentation and resolution.

• Review, assist in defining, and sign off on policy and process standards.

Key Performance Indicators
• Ticket Contribution and Phone Availability: Provide correct and helpful expertise to resolve issues, maintaining high ticket evaluations results

• High level of first pass yield and success on written, quality checked, tested, and executed maintenances

• Prompt and correct responses to network events

• Maintain proficiency in troubleshooting, tools, and technologies

PERSON SPECIFICATION:

The Network Operations Network Engineer II has an intermediate to advanced aptitude with:
• All supported network platforms (Cisco 2900, 3500, 3700, 4900, 6500, ASR1k, ASR9k, Nexus 3k, Nexus 6k, Nexus 7k, Arista 7000, etc…)

• All supported Layer 2 and 3 protocols and features (STP

📌 Network Engineer II (India)
🏢 Rackspace Technology
📍 India