Network Operations Engineer

· Provide advanced diagnostics at system, application and infrastructure level for the system.

• Carry out root-cause analysis for major and recurring incidents and own the permanent fix.
• Open and manage OEM back-to-back support cases under the same ticket and SLA clock.
• Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.
• Own the preventive-maintenance procedures and predictive monitoring for the system.
• Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.
• Provide technical assessment to the Change Advisory Board for changes to the system.
• Operate 24x7 monitoring, correlate and triage events, and feed incidents into the service; maintain monitoring coverage after changes.

Requirements

• Network monitoring/NMS certification; ITIL; senior-technician background.
• ITIL Foundation. Experience. 4 or more years hands-on with the specific system in a comparable environment. Competencies
• Deep product knowledge.
• Diagnostic and root-cause skill.
• OEM liaison.
• Documentation and mentoring. Key performance indicators
• Advanced-incident resolution within SLA.
• RCA delivered within timeline.
• Repeat-incident reduction.
• Certification currency.