The Sr Networking Problem Management Engineer drives and owns the analysis of problems, ensures root causes and ensures that problems are identified and resolved to protect the assigned customer enterprise network from future reoccurrences of incidents.
Role and responsibilities:
- Responsible for driving resolution, tracking and reporting of (chronic) problems through the enterprise network under his or her responsibility.
- Relate anomalies to events, incidents, problems or changes.
- Provide recommendations to resolve and prevent re-occurrence of anomalies, incidents and problems
- Identify and resolves problems in coordination with the Problem manager, support groups according the specific customer problem management process.
- Liaise with all (Sr) stakeholders including client IT environments, vendors, carriers and NTT-
colleagues to expedite diagnosis of errors and problems and to identify a resolution.
- Generate extended (technical) Problem Management reports (RCA) with recommendations and actions
What would make you a good fit for this role?
– Degree in engineering or equivalent training with professional experience.
– Knowledge of routing and switching principles (minimum CCNP level)
-· Expert level product knowledge: (minimum 2) :Cisco Networking & Security Portfolio (LAN, ACI/SDN ,Dynamic Routing, Datacenter, WSAV, Proxy , F5, Infoblox.)
– Scripting/Automation knowledge such as Python, PERL etc.
– ITIL certification
– WAN Optimization (Riverbed)
(Soft) Skills and Knowledge
– Highly proactive and committed.
– Demonstrates Client focus (Client Experience & Operational Effectiveness)
– Strong analytical thinking.
– Responsive to the demand of working in a high pressure and demanding environment
– Flexibility and willingness to work out of office hours
– Motivated to integrate into an existing team and share the following values: Proactivity, Teamwork, Professional Excellence, Partnership and Personal Commitment.
– Motivated to work in a large infrastructure and the opportunity to develop different design perspectives.
– Knowledge and understanding of IT industry environment and business needs.
– Ability to work with clients and business teams to create client – orientated solutions and services.
– Interpersonal skills with the ability to develop and maintain strong stakeholder relationships
– Excellent communication skills (Dutch/English verbal and written) with the ability to present information clearly and succinctly
– The ability to recognize opportunities for enhancement and continuous improvement.
-5-8 years’ relevant experience in implementing, administering and troubleshooting network infrastructure devices, including routers, switches, wireless access points, controllers, WAN optimizers and monitoring applications.
– Demonstrated experience working with (global) clients to understand their requirements and define appropriate solutions.
What does your look like?
- You start your day by checking e-mail and the problem management ticket stack in the service tooling. You action pending cases as required.
- You then review an RCA form that was composed by the Problem Manager to check whether it technically reflects the problem case correctly. You feedback to the Problem Manager any findings you may encounter and suggest corrections if needed.
- You then attend a meeting with the customer technical consultants to discuss a complex and multi-disciplinary problem case. You consult the customer of matters within your expertise and take actions from these sessions as appropriate.
- You take what you have learned from this meeting and align the issues and actions with our Technical Domain Experts colleagues and document these in the problem ticket. In case these tasks need to be delegated, you align these with the appropriate engineer.
- A new problem case has been registered in the service tooling. You read through the case and find that the underlying incident was closed on basis of a workaround. You devise a strategy for technically obtaining the root cause. On basis of the root cause, you define the permanent corrective actions to resolve the workaround, as well as, any eventual preventive measures to contain the issue in the future.
- The rest of the afternoon you spend on writing a runbook (change implementation plan) for an RFC that will implement the corrective actions for another problem case.
1.Working in an exciting, state of the art, international enterprise environment for the innovation leader in the semiconductor industry.
2.Working as part of a large, but cohesive engineering team, consisting of the best IT professionals and working with the latest networking and security technologies
3.Working to resolve interesting and complex cases that are causing high impact. The resolution will grant satisfaction and honor in the work that you do.