This role helps support the operation and performance of Cignas enterprise network this includes but not limited to security operations, remote site operations and global network operations. This position will provide support on incidents in the environment and help with problem resolution for the network infrastructure within Enterprise. This position will ensure high quality service delivery through responsiveness to incidents, crisis management, and adherence to service levels and network improvement initiatives.

Section 3: Responsibilities

Clearly outline the primary duties and tasks associated with the role. Use action verbs (i.e., lead, drive, analyze, assess, research, etc.) to convey expectations.

Responsibilities

Perform initial investigation and triage for all tickets/issues for all areas in the network infrastructure
Complete all service now tickets in the queues
Perform upgrades and refreshes as needed within the environment
Able to resolve vulnerabilities when notified of items with a vulnerability
Able to provide audit information as requested
Provide technical support on incident calls as needed
Accurately log and document all information in the network infrastructure
Perform investigation and triage for alerts and events
Troubleshoot complex/multitier issues within the network infrastructure
Perform escalation of incidents to higher tier support groups, vendors, and other support staff
Perform monitoring and event management support for the entire network infrastructure
Accurately log and document all changes/incidents in Service Now ticketing system
Identify opportunities for improvement in the monitoring and event management tools and processes
Provide planning and vendor oversight for network change activity
Report key performance metrics to management

Section 4: Qualifications

Specify the skills, experience, and education required for the role. Differentiate between the must-haves and nice-to-haves.

Required skills : List the specific skills required for the job, including technical, leadership skills, and any industry-specific skills.

Required Experience : Clearly state any mandatory requirements, such as formal education, certifications, licenses, or specific years of experience.

Desired Experience : List any nice-to-have experience, including industry experience, exposure to specific technologies, certifications, etc.

Qualifications

Required Skills:

Strong written and verbal communication skills with the ability to interact with all levels of the organization.
Strong interpersonal skills.
Strong time and project management skills.
Familiarity with the following technologies Cisco networking (SDWAN, LAN, WLAN)
Familiarity with network troubleshooting tools/technologies Wireshark, tcpdump, SNMP, syslog, NetFlow.

Required Experience & Education:

11-13 years of experience in Networking
Proven experience with support and operations of large-scale enterprise networks
College degree (Bachelor) in related technical/business areas or equivalent work experience.
Industry certifications such as CCNA and CCNP.

Desired Experience:

Experience with Cisco ACI
Experience with F5 load balancers
Experience with Palo Alto, Fortinet, and Cisco ASA firewalls
Experience with Zscaler, Palo Alto Prisma Access, and Cisco Secure Access
Experience with Python and other scripting tools
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
Highly self-motivated and directed
Strong organizational skills
Keen attention to detail
Strong customer service orientation

Location & Hours of Work

(Specify whether the position is remote, hybrid, in-office and where the role is located as well as the required hours of work)

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