Network Engineer II - IN
Rackspace US, Inc.
IndiaremotePosted 1 month ago
Skill Required
Network-EngineerNetwork-OperationsNetwork-SupportIT-OperationsNetwork-AdministrationNetwork-Engineer-IINetwork-Infrastructure-EngineerNetwork-Systems-EngineerNetwork EngineertroubleshootingnetworkingObservabilityNetwork MonitoringdesigningITILsecuritybuildingwrittenCiscoandFulltime
Key highlights
- Minimum of 3 years of recent networking experience required
- At least 18 months of experience with configuration and problem resolution of OSPF and/or BGP required
- CCNP-level aptitude required
- Weekend and holiday schedule flexibility required
- Named a best place to work year after year according to Fortune, Forbes and Glassdoor
Role overview
The Network Operations Engineer II at Rackspace Technology provides fanatical customer support by managing network operations, including monitoring for events, troubleshooting and resolving network incidents, mitigating DDoS attacks, and owning issues through to resolution. The role requires an intermediate-to-advanced networking professional who works across a wide range of supported network platforms and Layer 2/3 protocols, handles escalations, documents events, participates in root cause analysis, and contributes to process improvement and mentoring.
Responsibilities
- Provide exceptional customer support via the ticketing system and phone
- Detect events in a timely manner using monitoring tools
- Mitigate 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
- Handle multiple tasks and prioritize work under pressure
- Delegate tasks to other engineers
- Identify where processes can be improved and engage managers and other teams to implement those improvements
- Expand personal technical knowledge and mentor other engineers to expand knowledge
Requirements
- 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.)
- Intermediate to advanced aptitude with all supported Layer 2 and 3 protocols and features (STP, HSRP, VLANs, CDP, port-channels, OSPF, BGP, MPLS, DWDM, etc.)
- Intermediate to advanced aptitude with monitoring systems (Arbor, Zenoss, Syslog, SolarWinds, WhatsUp Gold, etc.)
- A minimum of 3 years of recent networking experience in a command-line oriented environment
- At least 18 months of experience with responsibility for configuration and problem resolution of OSPF and/or BGP
- CCNP-level aptitude
- A minimum of 12 months of experience in a customer service role
- Excellent written and verbal communication skills
- Critical thinking skills and the ability to provide solutions with precision during high-pressure situations
- Schedule flexibility to include working a weekend day regularly and holidays as required by the business
Additional details
- Key Performance Indicators include: ticket contribution and phone availability, high level of first pass yield and success on written quality-checked tested and executed maintenances, prompt and correct responses to network events, and maintaining proficiency in troubleshooting, tools, and technologies
- Is detail-oriented in documenting information and able to own customer issues through resolution
- Demonstrates strong problem-solving skills coupled with a desire to take on responsibility
- About Rackspace Technology: We are the multicloud solutions experts, combining expertise with world-leading technologies across applications, data and security to deliver end-to-end solutions. Named a best place to work year after year according to Fortune, Forbes and Glassdoor.
- Rackspace Technology is committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.