Roles & Responsibilities
Incident & Problem Management:
- Resolve complex network outages and performance issues
- Perform root cause analysis and implement permanent fixes
- Classify, prioritize, and track incidents to closure
Network Operations:
- Monitor and manage network devices using tools (SolarWinds, Riverbed, FortiManager)
- Perform health checks, capacity management, and configuration updates
- Implement approved changes and service requests
Vendor Coordination:
- Open and follow up on tickets with OEMs, Telco, ISPs, and third parties
- Coordinate with external vendors for incident resolution and hardware support
Documentation & Reporting:
- Develop and maintain SOPs, KB articles, and network documentation
- Provide regular network reporting and audit artifacts
Transition & Knowledge Transfer:
- Lead transition planning, knowledge acquisition, and playback sessions
- Prepare and update Documents of Understanding (DOU), SOPs, and escalation processes
- Conduct knowledge transfer sessions and ensure operational readiness
Continuous Improvement:
- Identify incident trends, recommend capacity changes, and participate in CAB meetings
- Update documentation and processes based on lessons learned
Communication:
- Communicate incident status and major updates to stakeholders
- Collaborate effectively with internal teams, vendors, and customer representatives
- Demonstrate clear, professional written and verbal communication
Required experience
- Advanced knowledge of network protocols, devices (routers, switches, firewalls, load balancers, telephony systems).
- Experience with network monitoring and diagnostic tools.
- Strong troubleshooting and analytical skills
- Experience in vendor management and multi-vendor environments
- Proven ability to lead transition and knowledge transfer activities
- Excellent communication and interpersonal skills