Network Technical Operations Lead

You will be a Network Technical Operations Lead, collaborating with various teams to keep enterprise, service provider, and content delivery networks operating smoothly. You will engage with multiple teams to troubleshoot and resolve hardware, software, configuration, and security issues in a highly distributed environment, while contributing to process improvement and automation. Your customer service skills combined with technical foundation in network and CDN hardware, software, automation, and administration will be invaluable as you work towards maintaining network operations. We are excited to see how your contributions will help us achieve our goals.

Responsibilities:

• Provide expert level knowledge and experience to support triage, troubleshooting, and repair of production network systems

• Work across global teams in a collaborative formation to engage in complex problem solving, issue management, and root cause analysis utilizing expert analysis and and network troubleshooting knowledge.

• Support engineers to resolve escalations of complex issues in partnership with engineering and field service teams.

• Take ownership to drive issues to resolution, working effectively across silos to communicate and advocate for issue resolution.

• Complete RCAs and develop SOPs/MOPs to drive consistent issue management and resolution steps that drive operational quality.

• Mentor and train junior engineering staff in technical, process, and tooling domains. Identify areas for continued growth across team and develop relevant trainings.

• Identify and support development of continuous improvement initatives including data gathering, analysis, process redesign, prioritization, development, and change introduction.

• Support client engineering staff as a consultant and subject matter advisor on specific network related topologies or technologies.

Travel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements.

Basic Qualifications

• Minimum 5 years of network engineering and operations experience

• Advanced network operations expertise in routing & switching protocols, IPV4/IPV6, TCP/IP, VLANs, BGP, DNS, peering, Netflow, L4/L7 load balancing

• Advanced hardware component and system administration knowledge on CDN storage/compute systems, including Linux OS, BIOS and kernel knowledge .

• Demonstrated ability to root cause and remediate complex network connectivity and quality issues across global networks and multiple peers.

• Previous experience working with OEM vendors and hardware including Arista, Juniper, Cisco, HPE, Dell etc.

• Experience working with field and colocation (DC) vendors to resolve issues.

• Working knowledge of ITIL and ITSM principles and tools for event, incident, problem, change, and service management.

• Experience managing SLAs and KPIs for a network operation.

• Demonstrated ability to develop process maps and MOP/SOP documentation.

• Data fluency, with ability to gather, structure, and analyze large data sets and share insights.

• Experience managing technical teams with a broad range of experience from apprentice to senior engineer level.

• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)

Preferred Qualifications

• Bachelor’s or Master’s Degree in a technical discipline

• Development experience (Python preferred), specifically related to network automation and triage.

• Experience with network automation platforms and services (Ansible, Terraform).

• Experience with RPA and AI services for operations.

• Experience working with hyperscale, distributed edge networks and global operations teams

• Technical network & systems certifications (CCNP, JNCIP, ACE, CompTIA, RHCE)

• ITIL, Six Sigma, or other professional certifications

• Experience developing and deploying network automations at scale

Professional Experience:

• Outstanding customer service and communication skills (written and spoken), with experience working with internal, external, and vendor stakeholders.

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