Network Engineer

The Network Operations Network Engineer I/II is a crucial member of the Rackspace Infrastructure team, tasked with delivering a high level of technical expertise to ensure the continuous operation and maintenance of essential networking systems. In this role, you will take charge of intricate network issues, ensuring their resolution or proper documentation and handover to the next shift. Additionally, you will take ownership of escalated issues from other Network Operations Engineers, offering training and mentorship opportunities when necessary. The Network Operations Network Engineer III plays a significant role in enhancing technology, tools, processes, and training within the team, leveraging extensive technical skills and experience to drive successful implementation. Your responsibilities will involve troubleshooting various technical issues, responding to DDoS attacks, resolving hardware and software failures, identifying configuration inconsistencies, planning and executing complex maintenances, and managing Internet providers and connectivity. As a Network Operations Engineer, your primary focus will be on delivering exceptional customer support beyond expectations, ensuring customer loyalty and satisfaction. Key Accountabilities: - Provide day-to-day operational support and execute project-based initiatives - Deliver exceptional customer support through ticketing system and phone - Detect events promptly using monitoring tools - Mitigate DDoS attacks to safeguard customer and shared infrastructure - Document planned and unplanned network events accurately - Troubleshoot and resolve network events, documenting them accordingly - Take ownership of customer requests and engineer escalations, ensuring resolution - Escalate support requests to relevant teams and vendors, adhering to Change Management policies - Participate in Root Cause Analysis and propose process improvements - Own and manage projects, ensuring thorough documentation and resolution - Review and propose new policy and process standards Key Performance Indicators: - Provide correct expertise to resolve issues, maintaining high ticket evaluation results - Achieve high first pass yield and success on maintenances - Respond promptly and accurately to network events - Maintain proficiency in troubleshooting, tools, and technologies Location: Pune, India Person Specification: - Experience in Cloud/On-premises support for Cisco networking, Palo Alto firewalls, and Zscaler - Ability to handle multiple tasks and prioritize work under pressure - Proficient in delegating tasks and detail-oriented in documentation - Expert problem-solving skills and a proactive approach to responsibility - Desire to expand technical knowledge and mentor others - Identify process improvements and collaborate with teams for implementation Ideal Candidate Profile: - 2-5 years of recent networking experience - CCIE-level aptitude - Minimum 12 months of customer service experience - Strong written and verbal communication skills - Critical thinking abilities and precision in high-pressure situations - Flexible schedule, including regular weekend and holiday shifts as required by the business,