Senior Network Engineer

Job Description:

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC IT Outsourcing services provides customers with reliable, optimized and secure mission-critical systems at lower cost. We manage and simplify existing infrastructure investments and provide a way forward to modernize IT, including moving portions to the cloud.

Description

The Senior Network Engineer is an important role in bringing together the competencies in the areas of incident, change, problem, capacity, and performance and configuration management, and specifically owning the availability of the network infrastructure under his/her scope.  Working in active collaboration with other functional teams (Problem managers, Configuration Leads, Incident Managers. Capacity Leads, NOCs, etc.) you will have accountability for meeting our customers’ contractually defined targets for network-leveraged production devices under your scope

The successful candidate will be responsible for diagnosing and resolving network faults at 4rd line of support through proactive alarm management and those escalated via the service desk. The Technician will take ownership of complex investigations and work closely with engineering and project teams to own and resolve complex issues. Management of 3rd party vendors and customer liaison will also be required.

Profile

−  At least 8–10 years of experience in relevant network technology

−  Degree/Diploma in Networking or equivalent certifications (CCNA, CCNP, Wireless, Switching and Routing, and NW-related certifications).

−  Cisco CCNP or multiple CCNA across different architectures.

−  Minimum of 5-8 years’ hands-on technical knowledge of the applicable technology platform that you will be responsible for: Network management

−   5-8 years’ experience utilizing of Cisco L2/L3 switch technologies

−  Strong competencies on complex routing protocols ( OSPF, BGP, IGRP)

−  Proven previous SDWAN hands-on technical knowledge of the applicable technology platform

−  In-depth knowledge of IP addressing and deep Knowledge of networking and IP protocols

−  Must be able to demonstrate troubleshooting and problem-solving skills.

−  Strong verbal and written communication skills and ability to work well in a team or individually.

−  Good understanding of ITSM\ITIL processes, preferably ITIL trained.

−  Experience managing, supporting and deploying network infrastructures (Capacity and Problem Management)

−  Ability to deliver against deadlines and agreed targets

Core Deliverables

The support consultant TS role is important to the functioning of the customers managed infrastructure and services.

−  Part of the reactive service team the support consultant TS is responsible to resolve all incident for the customers managed by the delivery team.

−  The time to resolve an incident is important, this reduces downtime and allows DXC to meet its contractually defined SLA’s.

−  Escalation of severe P1 RTOP incidents in a timely manner to engage the Rapid Response team and the shift management team is important (See critical incident handling process above).

Detailed Responsibilities

The Support Consultant TS responsibilities & activities will be described in the scope of the major ITSM processes. As all processes have a strong linkage with other processes there may be overlaps in the activities as well as in the responsibilities within the different roles. The processes we focus on are:

Incident Investigation & Diagnosis

−  Configuring, testing, and troubleshooting of network equipment such as Cisco routers/switches and many other Network vendors within the LAN/WAN infrastructure.

−  Resolve outages and troubleshoot performance related issues such as malfunctions of network hardware and software

−  Document all network changes, configurations, Network Operations Centre knowledge library, and shift handover reports

−  Participate in Change management and planning activities.

−  You will be required to investigate and diagnose the incident accurately and effectively.  Owning multiple incidents you will need to prioritize your response to the incident based on the Priority and Severity of the issue.

−  Design, configure and validate routing protocols including BGP, MP-BGP, eBGP/iBGP, OSPF, EIGRP, RIP and IS-IS

−  Define an action plan for detailed diagnosis to resolve the incident and restore normal service as soon as possible.

−  Efficient usage of technical scripts, diagnostic tools and a known error database is required.

−  Liaise with 3rd party providers for assistance in identifying a series of events that may be required.

−  Advanced troubleshooting and implementation of solutions in conjunction with vendor and third-party support within the applicable technology platform that you will be responsible for

−  If the customer has specific processes for communication, they will need to be followed.

−  Regularly update the incident record with your actions.

−  If the duration of the incident exceeds the stated SLA you will be required to reprioritize and escalate the issue within your team, engage the rapid response team or start a management escalation.

−  Plan and execute in-depth technical activity, influencing the direction of activities/plans and providing technical insight and guidance to others

Resolution and Recovery

As potential resolutions to the issue are found you will be required to implement the solution and test that the resolution has fixed the problem.  If you have found a new fix to the issue that has not been documented you may need to update the known error database.

Incident Closure

−  Upon closing the incident verify that the categorization and closure code of the incident is correct.

−  If there are multiple incident reoccurring and or the incident is deemed to have a deeper issue that requires root cause analysis or escalation to the problem manager you may be required to initiate a Problem Record.

Service Request Management

You will be required to accept service calls. This requires a good manner and responsiveness to the customers issues (See service request guidelines)

Shift Captain

If you are assigned the Shift Captain role you will be responsible to

−  provide assistance your team members to resolve incidents on time

−  ensure an accurate shift handover to the next shift

−  maintain good communication with the site shift management team

Problem Management

Problem Initiation

You will be responsible for detection and initiation of the Problem record (PMR),-Initial categorization, classification and prioritization of the problem record.

Change Management

Timely and accurate implementation of routine or emergency changes within the applicable technology platform that you will be responsible for.

Routine IT Operations

−  Performing the routine tasks that keep and infrastructure running is a core part of the role.

−  The IT operational tasks will be clearly documented and conducted on a scheduled routine basis.

Team Responsibilities

−  Build strong working relationship with Operational Team Lead, Service Desk Agents and Delivery Manager and your own team members

−  Seek to work face to face with more experienced team members to ensure continual learning and skills improvement

−  Maintain a good awareness of the customers’ business and in-depth knowledge of the customer’s environment and support processes.

−  Where you have strong skills in a specific area seek to share your knowledge with other team members

−  Where your team mate is involved in a P1 Critical Incident offer help and work together to resolve the incident.

−  Complying with the ITSM & SLA standards by observing the Incident Management lifecycle processes.

−  Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigation steps escalating to management’s attention, where appropriate.

Quality & Improvement

−  Contribute in quality and productivity improvement projects, providing analysis of information.

−  Provide technical consultation to the Shift Manager, Operational Team Lead or Shift Manager during escalations.

Ongoing Education

−  Follow training plans, requirements and schedules as outlined by the Technical Supervisor.

−  Complete and keep up to date with all Mandatory trainings. (ITSM, Security Fundaments, Standards of Business Conduct, Environmental Health and Safety, Standards of Personal Conduct)

Case Management

−  Ensure all cases are acted upon conscientiously and in the framework expected according to the SLA.

−  Provide clear and unambiguous communication within Incident Management case tools with frequent and timely updates.

−  Chase outstanding teams for case updates as appropriate, whether internal or external, ensuring that cases are resolved in a timely manner and do not breach SLA, else when required escalate to the Technical Supervisor.

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.

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