Job Description : Network Engineer
The L3 Network Support Engineer works within the DXC Network Operations Center. Monitoring alerts via the network management tool suit, undertaking trouble shooting activities and remediation.
Also carrying out configurations via change managements, maintenance and upgrades. Strong analytical thinkers who enjoy solving problems, the successful NOC Engineers thrive in a high-
pressure environment with shifting priorities. NOC Shift Engineers can assess a situation and determine tactical steps forward using their technical knowledge.
In addition to these general skills and personality traits, we are seeking NOC Engineer candidates with the following skills.
The successful candidate will be responsible for diagnosing and resolving network faults at 3rd 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.
Minimum of 3- 5 years’ experience within Network management, operational monitoring and / or end user support.
Degree / Diploma on Networking or equivalent certifications (CCNA, CCNP, Wireless, Switching and Routing, and NW related certifications).
Cisco CCNA or multiple CCNA across different architectures, CCNP preferred or coursing.
Minimum of 3-5 years’ hands-on technical knowledge of the applicable technology platform that you will be responsible for : Network management
3-5 years’ experience utilizing of Cisco L2 / L3 switch technologies
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 communications 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
Ability to deliver against deadlines and agreed targets
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)
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 with the aim 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 may be required.
Advanced troubleshooting and implementation of solution 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 will exceed the stated SLA you will be required to reprioritize and escalate the issue within your team, engage the rapid response team or a 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.
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)
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
You will be responsible for detection and initiation of the Problem record (PMR),-Initial categorization, classification and prioritization of the problem record
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.
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.
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)
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.
Perform to Win Measures
TTR Met - P1 & P2 - Service Calls Greater than 98%
TTR Met - P3 & P4 & P5 - Service Calls greater that 95%
TTO Met - All Priorities Service Calls greater than 95%