A team-player for a small cross-functional team focused in providing excellent customer service to the Safeway organization. He / she will be responsible in providing operations and technical support functions for the Local Area Network (LAN) and Wide Area Networks (WAN) including the management of hubs, switches, routers, wireless, firewalls and network tools for Safeway. This role will involve working with cross-functional teams across Safeway and ensuring high service delivery.
Key Responsibilities:
This is primarily an Operations role which may require project involvement as needed. As part of the team, accountabilities include processing of Requests, supporting and resolving Incidents, implementing Changes, and reviewing Problems.
- Demonstrates a service-oriented approach in processing customer requirements and requests
- Provides second level network incident support (in a shifting or on call rotation) for incident tickets not resolved by Level 1 – with a primary focus on service restoration
- Performs in-depth troubleshooting and complex analysis of network protocols such as TCP/IP, SIP, VoIP, Wireless, BGP, OSPF, Etc.), collaborates with other teams to identify root cause.
- Configure network production routers, switches, firewalls, load balancers and access points using Meraki Dashboard and Juniper MIST. Respond to tickets that are created from these tools.
- Work closely with Field Services, Service Desk and other internal support groups to identify, resolve or coordinate resolution of any Network problems.
- Work closely with our business partners (Verizon, CenturyLink) to ensure any service outages are escalated and resolved within set service level agreements.
- Communicate via email notification of any single and/or multiple high impact store/supply chain maintenance/outages to appropriate teams and command center personnel.
- Support our business partners in any/all ongoing projects and business initiatives such as router/switch replacements, store turn-up/turn-down, store configuration, wireless devices, upgrades, etc.
- Ensure changes meet required standards and quality prior to deployment in the production environment to minimize the impact to the business.
- Strictly follows the change management process.
- Provides effective time management and work prioritization to meet target dates for activities and project tasks; identifies risks which may impact the ability to meet deliverables.
- Demonstrates excellent attention to detail with a focus on delivering quality work; seeks continuous improvement for the betterment of the organization
- Accountable to the team’s commitments, deliverables, and SLA’s
Major Key Competency:
- Designing, deploying, maintaining and improving Cisco Meraki and Juniper Mist networks.
- SD-WAN Design, Implementation, and Management.
- Creating and delivering detailed technical presentations of network solutions to Senior/Executive level Management.
- Network operating systems, including Juniper, Cisco IOS and NxOS.
- Strong knowledge of T1’s DDS, LAN/WAN protocols (SNA, IP, V/IP)
- Layer 2 and Layer 3 advanced protocols.
- Knowledge of Wireless technology such as Cisco, Aruba, and Juniper.
- Strong in verbal and written English. Must be able to communicate and write clearly and assertively especially during high stress situations.
- Must have the self-initiative to learn and adapt to new technologies in a fast-paced environment; willing to take advantage of opportunities for professional growth.
- Punctual and available to work 24×7 whenever required.
- Willing to work on a shifting schedule.
- Actively participates in meetings or any company events.
- Must be able and willing to cross train to other network technologies such as firewall, wireless, proxies, and VPN technologies.
Education and Experience:
- Minimum CCNP or equivalent certification
- Minimum of 8+ years’ experience working on network infrastructure: Data Centers, Security, WAN, LAN, Wireless, SD-WAN.
- Minimum of 8+ years’ experience in administering and troubleshooting network devices like routers, switches, firewalls, network aggregators, load-balancers, wireless devices as well as data centers and WAN technologies.
- Bachelor’s degree in Computer Science, Computer Engineering, Electronics and Communications Engineering, or any equivalent field
- Must have experienced working and collaborating with international teams; experience working with US onshore teams is desired.
- Must have supported large and complex global networks: data centers, WAN, multiple remote sites’ LAN, Wireless LAN
- Must have worked for an ITIL practicing organization; ITIL certification is desired