Network Engineer

Role Overview: Provides first level support for network incidents, alerts and service requests. Ensuring quick identification, logging, resolution and escalation of cases.

Key Responsibilities:

• Assess and troubleshoot the incidents and assign the respective priority (Priority 1 to Priority 4) for tickets assigned to the group within SLA.
• Assess the customer reported/manual incidents on the OC queue and report the respective classification (major or minor incidents) based on defined criteria.
• Follow up on the incidents created to the external LoB (Lines of Business) teams.
• Awareness of the organizational set‑up (GCID), design and functions, the GCID process landscape and the distinct roles involved in Incident Management.
• Monitor and analyse alert‑based incident trends using the leading ITSM tool as relevant to OC scope.
• Coordination with 3rd party with DCM and vendor and follow up alert based P2‑P4 incidents.
• Vendor TAC (Technical Assistance Center) case creation, handling and follow up for P2‑P4 incidents.
• Cross‑validate network‑related ongoing Major Incidents and network‑related last 24 hours changes to support the Major Incident Qualification based on change overview provided by SAP CND (Cloud Network Delivery) change function.
• Perform technical device level impact validation and escalate per defined MI (Major Incidents) Escalation process.
• Validate and reset, where appropriate, prioritization of Service Request based on defined criteria assigned to OC queue.
• Join the troubleshooting bridge and assist with customer engineers to resolve issues.
• Perform investigation on Incidents caused by Events/Alerts via Trend & Pattern Analysis.
• Top X contributors are identified and validated for the potential problem candidates.
• Part of Service Introduction: Perform validation against the BCR (Build Configuration Repository) vs checklist (Tools, CMDB, DNS (Domain Name System) entry, reachability).
• Update Additional Asset Information per standard operating procedure.
• Report inconsistent information to requestor upon validation (L1, Tools, CMDB).
• As part of Asset Management, review inconsistent Asset Data; engage SAP CND Tools if issues identified.
• Update CND specific attributes in CMDB on SNOW.
• Update/Decom of Cis in CMDB at HCSM ServiceNow.
• Validation of CIs attributes (e.g., Serial Number, Hostname, IP Address) in DCAM, SISM (SAP Inhouse System Manager) and Spectrum.
• Continuous validation of accuracy of managed devices.
• Publishing capacity management reports which include current usage of devices.
• Managing the resolution procedures for any threshold breaches.
• Following the escalation matrix upon the threshold capacity breaches.
• Notifying the opportunities for the effective use of capacity.
• As part of Logical decommissioning: Remove host IP address allocations from IPAM, NFNA, RADIUS/TACACS.
• Remove device from Spectrum, HPNA*, ncons db, CAPC, Netbrain, IPAM tool.
• Post logical decommissioning (ticket gets closed) with all the required steps.
• Raise power‑off ticket with DCM.
• Perform ACL Implementation via Automation tool and scripts.
• Perform Port Clean up configuration tasks.

Required Skills:

• 4+ years in L1/L2 network support.
• Problem‑solving skills and ability to work in a 24/7 shift environment.
• Excellent communication skill (Written and spoken).
• Solid understanding of networking technologies (WAN/LAN/Security).
• Must have understanding of F5 Load balancer and security devices.
• Troubleshooting and problem‑solving skill.

Seniority level: Associate

Employment type: Full‑time

Job function: Staffing and Recruiting