Network Operations Process Lead, Irving, Texas

Network Operations Process Lead

Job Summary:

The GCCS Network Process Lead is an individual contributor support role in which required experience must fall within Network Operations. The individual in this position is expected to understand and follow CTI Command Center Operations operating procedures, daily support practices, major incident support, etc. and provide feedback to the leadership team, for the purpose of continuous service improvement and operational excellence. Maintaining an awareness of all Command Center workflows and automation/efficiency opportunities, they should be able to provide input to management on automation enhancements and workflow optimization opportunities.

It is expected that the candidate has demonstrated historical competency in Network while also has the technical aptitude to progress towards cross disciplinary technology operations support.

Responsibilities:

• Create and maintain operational Process Control Modules utilized in the daily activities of the Network staff
• Document and update incident technical details into ServiceNow ticketing system.
• Escalate issues to Tier II support if unable to resolve through initial triage and troubleshooting that are within the Command Center operating procedures.
• Communicate with Command Center Management to provide frequent status updates regarding technical issues, project tasks, and process documents
• Execution of standard operational processes which involve technology and client interfaces.

Qualifications:

• 4+ years of hands on enterprise network operations support experience
• Expert understanding of OSI model and troubleshooting of technology related issues
• Expert understanding of network protocols (to include but not limited to): OSPF EIGRP BGP MPLS RSTP STP HSRP VRRP VRF VTP DHCP DNS CDP LLDP ARP FTP TFTP
• CCNP level knowledge and experience (at least 5yrs)
• Able to work well in a fast paced environment and be comfortable in stressful situations
• Can effectively communicate with both management as well as non-technical personnel on any technology issue to ensure they understand the nature of the issue and current statue easily understood on any outage conference calls
• Detail oriented self-motivated goal driven
• Expert familiarity with Cisco IOS and Nexus NX-OS
• Advanced familiarity with Juniper JUNOS and Arista EOS
• Advanced knowledge of F5 and Citrix Netscaler load balancers

Daily Tasks:

• Provide technical guidance via processes and procedures to be utilized to resolve network events/incidents
• Train staff in technical and process related subjects
• Host and perform huddles with staff to update on case studies or process updates
• Work with vendors across the technology to provide the highest possible uptime rate of network services
• Identify and resolve any gaps in operational processes

Job Family Group:
Technology

Job Family:
Infrastructure

Time Type:

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