Network Operations Engineer (NOC) L1

Responsibilities:

• Monitoring & Management of infrastructure on 24/7 basis.
• Provide back-to-back support of infrastructure components with related vendors when required.
• On-site health check-ups after troubleshooting.
• Log tickets and track via ITSM tool.
• On-site support whenever required on a 24/7 basis.
• Provide full management of infrastructure.
• Ensure an efficient, smooth running of all systems with high availability levels that meet GACA's business requirements.
• Provide monthly reports on the status of infrastructure (health, status, capacity, incidents, etc). Weekly if requested.
• Allocate a Remote Service Delivery Manager as a single point of contact.
• Online portal for the Managed components, where it should show clearly if any device is down, or any business is impacted.
• Provide a well-defined Service Level Agreement.
• Align IT service management processes in line with the ITIL framework, following global best practices.
• Develop monitoring procedures that meet requirements and adhere to defined policies, and document in the standards and procedures manual.
• Develop and maintain standard automated scripts to perform monitoring on systems software.
• Identify and report problems, including system, file, disk and application problems.
• Resolve or assist in resolving application problems in accordance with the SLR and escalate as required.
• Provide preventative measures for proactive monitoring and self-healing capabilities to limit outages that affect service delivery.
• Provide proactive and scheduled console monitoring of infrastructure and systems (e.g., hardware, network, batch schedule, interfaces and table spaces), respond to messages and take corrective action as required.
• Provide troubleshooting, repair, and escalation of problems in the IaaS computing environment.

Qualification:

Education: B.S in Computer Information Systems or Computer Science

Experience:

• 2+ years of experience
• Fundamental knowledge of the supported technologies
• Monitoring, event management, and reporting skills

Certificates: A Network Engineer should hold the following certifications.

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Networking Professional (CCNP) – Security

Skills:

• Excellent communication skills, written and verbal

• Able to provide support to enterprise-level customer infrastructure operations and maintenance, and management across multiple customer sites.

• Good understanding of firewall concepts and experience in handling/troubleshooting issues like Rule Addition/Modification/Deletion, NAT, Faulty Firewall replacement, High Availability setup, packet capture, log analysis, etc.

• Basic knowledge of Cisco ISE monitoring and troubleshooting firmware upgrades.

• Troubleshoot and fix high-priority issues related to Firewall and NAC.

• Basic knowledge of Load Balancer monitoring and troubleshooting firmware upgrades, SSL offloading, Load Balancing Monitors, Service Weights, and Service Groups configurations.

• Working on the assigned tickets within the agreed Timeline/SLA as per the Ticket Priority/Severity.

• Involved in the process for HW replacement/ Firmware upgrade/ Config change/ Whitelisting or Blacklist URLs FW Rule addition etc.

• Troubleshoot IPsec & VPN issues.

• Have knowledge of IT security policy for internet access and best practices

• Ability to interact with personnel at all levels and across all business units within the organization, and to comprehend business imperatives.

• Build teamwork.

• Hands-on experience with all Network Appliances such as Routers, Switches, firewalls, Proxy, etc.

• Hands-on experience with Cisco ISE