Network Operations Engineer

·       Provide advanced diagnostics at system, application and infrastructure level for the system.

·       Carry out root-cause analysis for major and recurring incidents and own the permanent fix.

·       Open and manage OEM back-to-back support cases under the same ticket and SLA clock.

·       Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.

·       Own the preventive-maintenance procedures and predictive monitoring for the system.

·       Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.

·       Provide technical assessment to the Change Advisory Board for changes to the system.

·       Operate 24x7 monitoring, correlate and triage events, and feed incidents into the service; maintain monitoring coverage after changes.

·       Network monitoring/NMS certification; ITIL; senior-technician background.

·       ITIL Foundation.

Experience.  4 or more years hands-on with the specific system in a comparable environment.

Competencies

·       Deep product knowledge.

·       Diagnostic and root-cause skill.

·       OEM liaison.

·       Documentation and mentoring.

Key performance indicators

·       Advanced-incident resolution within SLA.

·       RCA delivered within timeline.

·       Repeat-incident reduction.

·       Certification currency.