DC ACI

Job Description

Role Overview

We are seeking a skilled Network Operations Engineer to join our CX Managed Services team. The role involves providing L2/L3 technical support, managing complex network environments, driving incident resolution, conducting root cause analysis, and ensuring adherence to customer SLAs in a highly dynamic support environment.

Key Responsibilities

Service Delivery & Operations

• Ensure compliance with customer SLAs, SLOs, and service commitments.
• Follow established operational processes and contribute to continuous process improvements.
• Identify opportunities for operational efficiency and cost optimization.
• Participate in regular team sync-ups and cross-functional collaboration activities.
• Maintain technical expertise and stay current with evolving technologies.

Incident & Problem Management

• Apply ITIL best practices, including Incident, Event, Change, and Problem Management.
• Own and drive Root Cause Analysis (RCA) and Major Problem Reviews (MPR) for critical incidents (P1/P2).
• Collaborate with internal teams and stakeholders to gather data required for incident investigations.
• Create and maintain Knowledge Error Articles (KEAs) to improve troubleshooting efficiency and reduce MTTR.
• Support major incident management activities and ensure timely issue resolution.

Continuous Improvement & Automation

• Actively contribute to process improvements, innovation initiatives, and automation opportunities.
• Enhance operational effectiveness through knowledge sharing and best practice adoption.

Network Infrastructure

• Strong hands-on experience with Cisco product portfolios, including:
• Catalyst Switches
• Nexus Switches
• ISR/ASR Routers

Routing & Switching

• Advanced expertise in routing protocols:
• EIGRP
• OSPF
• BGP
• Ability to troubleshoot:
• Routing loops
• Convergence issues
• Path selection problems
• Complex network outages

Network Troubleshooting

• Strong experience in packet capture and deep packet analysis.
• Expertise in diagnostic and troubleshooting tools for distributed network environments.
• Experience handling large-scale software image deployments and firmware lifecycle management.

Vendor & Escalation Management

• Extensive experience managing Cisco TAC cases, including defect identification, tracking, escalation, and resolution management.

Required Competencies

• Strong analytical and problem-solving skills with a structured troubleshooting approach.
• Deep understanding of Problem Management practices and methodologies.
• Ability to perform effectively under pressure in mission-critical environments.
• Excellent verbal and written communication skills.
• Strong collaboration and stakeholder management capabilities.
• Ability to work independently with minimal supervision.

Primary Skills

Data Center,Cisco ACI,Nexus,PDI(Planning,Designing,Implemenation)