Network Engineer

Job Description

• Assess and troubleshoot the incidents and assign the respective priority 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) of 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‑hour changes to support the Major Incident Qualification based on change overview provided by CND (Cloud Network Delivery) change function.
• Perform technical device level impact validation and elevate per defined MI (Major Incidents) Escalation process.
• Validate and reset, where appropriate, prioritisation 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 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 (Inhouse System Manager) and Spectrum.
• Continuous validation of accuracy of managed devices.
• Report identified gaps during assessment.
• 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.
• 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.

Note

NATO Citizens only