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Rackspace Technology
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Network Security Engineer III

Network Security Engineer III

Rackspace Technology

5 - 10 years

13 - 18 Lacs

gurugram bengaluru

Posted:None| Platform:

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Skills Required

microsoft azure networking cloud native troubleshooting aws switching operational support cloud security network security palo alto firewall ddos cisco networking cloud technologies firewall incident management fortinet network operations cisco

Work Mode

Work from Office

Job Type

Full Time

Job Description

JOB TITLE: Network Security Engineer III

JOB DESCRIPTION:

The Network Operations Network Engineer III is a key element within the Rackspace Infrastructure team and is expected to provide a high level of technical expertise to ensure the uptime and maintenance of critical networking systems. A Racker in this role takes ownership of complex network issues and ensures they are resolved and/or successfully documented and handed off to an oncoming shift.

The Racker accepts and takes ownership through to resolution of issues escalated by other Network Operations Engineers and creates training and mentoring opportunities for those engineers as appropriate. The Network Operations Network Engineer III is heavily involved in technology, tool, process, and training improvements for the team.

The Racker leverages substantial technical skills and experience provide subject matter expertise to ensure these improvements are implemented successfully. Technical issues can include troubleshooting latency, packet loss, and poor performance; responding to DDoS attacks; identifying and resolving switch and router hardware and software failures; identifying and resolving configuration inconsistencies; identifying and escalating problems with networking platforms or technologies; planning and conducting complex maintenances to ensure standardization and uptime; and managing Internet providers and connectivity.

The Network Operations Engineer will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.

JOB REQUIREMENTS:

Key Accountabilities

Provide both day-to-day operational support and project-based initiatives.

Provide exceptional customer support via the ticketing system and phone

Detect events in a timely manner using monitoring tools

Mitigates DDoS attacks to protect customer and shared infrastructure

Document planned and unplanned network events in appropriate tracking and turnover systems

Troubleshoot and resolve network events and create event documentation accordingly

Take ownership of level-appropriate customer requests and issues and engineer escalations, seeing them through to resolution

Escalate support requests to other teams and communicate with Incident Management as appropriate

Escalate to vendors and follow up as needed to ensure problem resolution

Adhere to Change Management and Maintenance policy and process

Participate and provide input to Root Cause Analysis

Take ownership of projects self-identified or assigned and ensure proper and complete documentation and resolution

Review, assist in defining, and propose new policy and process standards

Key Performance Indicators

Ticket Contribution and Phone Availability: Provide correct and helpful expertise to resolve issues, maintaining high ticket evaluations results

High level of first pass yield and success on written, quality checked, tested, and executed maintenances

Prompt and correct responses to network events

Maintain proficiency in troubleshooting, tools, and technologies

ROLE DIMENSIONS

PERSON SPECIFICATION:

The Network Operations Network Engineers need experience (but not limited to) the following technologies

Cloud/On-premises support for Cisco networking

Palo Alto firewalls

Fortinet and Native Cloud Security (AWS, Azure)

The Network Operations Network Engineer III:

Is able to handle multiple tasks and prioritize work under pressure

Is comfortable and proficient in delegating tasks to other engineers

Is detail-oriented in documenting information and able to own customer issues through resolution

Demonstrates expert problem-solving skills coupled with a habit of regularly taking on responsibility

Has a desire to expand personal technical knowledge and mentor other engineers to expand knowledge

Identifies were process can be improved and engages managers and other teams to implement those improvements

The ideal candidate possesses:

At least 5 years of recent networking experience

CCIE-level aptitude

A minimum of 12 months of experience in a customer service role

Excellent written and verbal communication skills

Critical thinking skills and the ability to provide solutions with precision during high-pressure situations

Schedule flexibility to include working a weekend day regularly and holidays as required by the business

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Network Security Engineer III