Senior Network Engineer

About Us:

Celebrating two decades of industry leadership since our inception in 2000, [24]7.ai has redefined customer experience excellence in the BPO sector. Our integration of AI, human insight, and deep expertise crafts tailored customer interactions that stand out and enable our employees to cater to our clients sophisticated customer experiences.

We provide great scope for career growth. As a globally renowned brand present across 15 strategic locations, including the US, Philippines, Guatemala, Colombia, and India, we provide exposure to diverse cultures and high-performing teams.

Guided by our core values of Respect, Teamwork, Ownership, Results, and Transparency, we cultivate an environment that is diverse, collaborative, and accountable. So, you get to work for a Great Place to Work – in all aspects, including the Top 50 Workplaces for Women and Top 50 Workplaces in the BPO sector by the GPTW. We are also certified by PCI DSS, SOC 1, SOC 2+, and ISO 27001.

Job Responsibilities:

Incident Management Support:

• Diagnose and Resolve Network Issues: Address connectivity problems such as dropped connections and slow performance.
• Resolve hardware malfunctions, including device unresponsiveness and errors.
  Fix configuration errors, like incorrect routing and firewall rules.
• Incident Analysis and Support: Provide initial analysis and support for network-related incidents documented in tickets (refer to Annexure for guidelines).
• Join incident bridge calls to deliver preliminary analysis, including reading MTR logs, Cacti graphs, and Cisco/Palo Alto console logs.
• Correlate incident details, such as BGP flaps and increased bandwidth usage.
• Handle incidents involving Meraki and access points.
• Deliver initial analysis within 5 minutes.
• Provide supporting logs and articulate data points for incident and root cause analysis.
• Escalate unresolved issues or high-priority tickets to L3 support engineers according to established procedures.

Change Management Support:

Evaluate Proposed Network Changes: Assess the impact and potential risks of proposed changes on existing systems, performance, and security.

Documentation:

• Maintain detailed documentation of the current network configuration, including hardware, software, and configurations.
• Update documentation to reflect changes made to the network configuration, including diagrams and configuration files.

Change Implementation:

• Develop comprehensive change plans outlining steps for implementation, including scheduling maintenance windows, identifying dependencies, and establishing rollback procedures.
• Test proposed changes in a controlled environment before implementing them in production.
• Execute planned changes during maintenance windows, monitor for issues, and take corrective actions to minimize downtime and disruptions.
• Verify the success of implemented changes and their desired outcomes.
• Attend CAB meetings and represent network team changes.
• Raise and represent changes related to firewall rules, IOS upgrades, and non-impacting modifications in CAB calls.
• Ensure no changes are executed without approved CAB or explicit approval.

Monitoring and Maintenance

Network Performance Monitoring:

Routine Maintenance:

User and Group Management:

Network Traffic Management:

User/Customer Support

Issue Response: Respond promptly and courteously to network-related tickets, emails, and calls from end-users. Diagnose and troubleshoot user-reported issues effectively. Document issue details, troubleshooting steps, and resolutions in the ticketing system to build a comprehensive knowledge base.

Configuration and Installation

Assist with Network Setup:

Generate Reports:

Security Awareness

Implement Security Policies: Adhere to established network security policies, including firewall hardening practices. Report suspicious activity and potential vulnerabilities identified from VAPT scans.

Maintain Documentation:

Continuous Improvement

Provide Feedback: Offer feedback to senior engineers and management on recurring issues and suggest improvements to network processes and documentation.

Minimum requirements (Education Qualification & Work Experience):

• Education Qualification:

  Bachelor's degree or Diploma in Engineering (Computer Science, Electronics, Telecommunications) preferred.

• Work Experience:

  A minimum of 7-9 years of relevant experience in network administration or support.

• Certifications (Preferred):

  Industry certifications relevant to network engineering, minimum CCNP certification with a focus on routing, switching, and security. PA Certification is preferred.

Technical Skills:

• In-depth understanding of routing protocols and data flow.
• Strong knowledge of 24/7 IP subnetting and network architecture design principles.
• Proficiency in using network monitoring tools and interpreting reports for proactive problem identification. Familiarity with 24/7 incident management procedures.
• Implementation and maintenance of enterprise networks as per business requirements.
• Troubleshooting experience pertaining to enterprise outages.
• Experience with OEMs and vendors for network-related transactions, including hardware failures and link failures.
• Meet project requirements for upgrades, client requests, service requests, ramp-ups, etc.
• Should be able to handle the Meraki and access point incidents and change requests.
• Should be able to configure the ISE for Tacacs and user authentication.
• Extensive experience with Cisco Routers (2800/2900/4K series ISR routers/ASR series routers) and Catalyst/Nexus Switches (4500/3600/3800/6500/N2K,N5K,N7K, N9k).
• Good Exposure to various switching technologies like RSTP, PVSTP, HSRP, VRRP, GLBP, VTP, Port channel, etc.
• Must have worked on ASA/Palo Alto/Checkpoint/ firewalls configuring, GRE, IPSEC tunnels, IOS upgrade, ACLs, NAT, etc.
• Raise, represent and execute the changes for routing, IPSEC, and others which are considered as complex changes and cannot be handled by L2 engineers.
• Periodic updates & review of the diagrams, traffic flow & SOPs.
• Guide L1/ L2 Team to grow technically.
• Should act as a good team player and eager to learn new technologies.
• Good Troubleshooting & Debugging knowledge on Standard protocols L2, L3, and Wireshark knowledge for troubleshooting.