- Role Summary

Handle escalated incidents, advanced diagnosis, production change execution, problem management and RCA. Not every engineer covers every technology; the pool as a whole must cover WAN, LAN/WLAN, DC/Core, DDI and Security/SASE across all operating hours.
- Scope and Ownership

Owns

- L2 incident diagnosis and restoration
- Production change execution
- Problem management and RCA
- OEM/carrier escalation
- Major Incident technical support
- Runbook development and operational automation

Hands off

- Design and standards changes →
- SCP / DCP / CAP
- Current builds →
- Deployment / Lifecycle
- First-line triage stays with NOC
- Key Responsibilities
- Diagnose and restore escalated incidents across WAN, LAN/WLAN, DC and DDI.
- Execute approved production changes under CAB, with rollback.
- Run problem management and RCA, driving permanent fixes with platform teams.
- Escalate to OEMs and carriers and manage them to resolution.
- Provide technical leadership on Major Incident bridges.
- Troubleshoot Security/SASE connectivity where assigned to the specialist track.
- Write and maintain runbooks and transfer knowledge to NOC.
- Identify noisy alerts and improve monitoring with platform teams.
- Build operational automation (scripts, playbooks, API tooling).
- Coach NOC analysts on escalation quality.
- Required Skills

Technical

Primary Skills

- Routing and switching troubleshooting
- Versa SD-WAN
- Cisco LAN/WLAN
- Nexus / ACI
- DNS/DHCP/IPAM (Infoblox)
- DNAC
- DNS/DHCP/IPAM (Infoblox)
- Monitoring/observability
- Python, Ansible,



APIs (strongly preferred)
- Depth varies by track; one primary track per engineer

Soft Skills

- Structured RCA
- Vendor management
- Clear bridge communication
- Mentoring
- Preferred Skills / Certifications
- CCNP Enterprise
- CCNP Data Center or Security for specialists
- Versa for WAN resources
- Infoblox for DDI resources
- ITIL Foundation
- Experience and Education
- Approximately 5+ years in enterprise network operations, including escalation/L2 experience.
- Degree or equivalent (assumed).
- Tools and Technologies
- ServiceNow
- Monitoring/observability platforms
- Datadog and Opmanager
- Catalyst Center
- Versa tools
- ThousandEyes
- Netskope / Check Point consoles (specialists)
- Git, Ansible, Python
- Work Model
- 24x7 rotating coverage with on-call (assumed).
- Rosters must show each skill track covered across all operating hours.
- KPIs / SLAs
- MTTR by priority
- First-time fix rate
- Change success rate
- RCA completion and recurring-incident reduction
- Runbooks delivered
- OEM/carrier escalation turnaround
- Skill coverage per shift
- (Targets to be agreed with Cargill)
- Escalation Path and Interfaces
- Receives escalations from NOC.




- Escalates design-level issues to SCP / DCP / CAP and OEM/carrier issues to vendors.
- Receives as-builts and runbooks from Deployment; supplies RCA input to platform teams.
- Common Expectations (all roles)
- Operate within Cargill ServiceNow processes, Network CAB / Change Management, and Incident, Major Incident and Problem Management.
- Comply with Cargill security and privileged-access controls, documentation and knowledge-management standards, and use Cargill-approved code/configuration repositories.
- Work as a staff-augmentation resource embedded in a Cargill-led team.
- Build increasing competency in Python, Ansible, APIs, infrastructure/configuration automation, Git version control and automated validation, supporting Cargill's move toward automated and autonomous network operations.
- Proposed skill mix across the 24-engineer pool (illustrative
- Cognizant to finalise)

Track

Primary Skills WAN / Versa SD-WAN Versa, BGP/OSPF, carrier troubleshooting

LAN / Cisco switching

Catalyst, STP, VLAN, routing

WLAN

WLC/AP, RF, 802.1X/ISE

DC / Core

Nexus, ACI

DDI

Infoblox DNS/DHCP/IPAM

Network Security / SASE

Netskope, Check Point, Versa security

Monitoring & observability

Alert tuning, dashboards, ThousandEyes

Automation

Python, Ansible, APIs, Git

Each engineer holds one primary track and ideally a secondary one to keep shifts covered during absences. Automation and monitoring skills may also be held as secondary skills within other tracks.

📌 Network Engineer– Operations - RnS (Chennai)
🏢 Cognizant
📍 Chennai