DC ACI

Job Description

Role Overview

We are seeking a skilled Network Operations Engineer to join our CX Managed Services team. The role involves providing L2/L3 technical support, managing complex network environments, driving incident resolution, conducting root cause analysis, and ensuring adherence to customer SLAs in a highly dynamic support environment.

Service Delivery & Operations

Ensure compliance with customer SLAs, SLOs, and service commitments.

Follow established operational processes and contribute to continuous process improvements.

Identify opportunities for operational efficiency and cost optimization.

Participate in regular team sync-ups and cross-functional collaboration activities.

Maintain technical expertise and stay current with evolving technologies.

Incident & Problem Management

Apply ITIL best practices, including Incident, Event, Change, and Problem Management.

Own and drive Root Cause Analysis (RCA) and Major Problem Reviews (MPR) for critical incidents (P1/P2).

Collaborate with internal teams and stakeholders to gather data required for incident investigations.

Create and maintain Knowledge Error Articles (KEAs) to improve troubleshooting efficiency and reduce MTTR.

Support major incident management activities and ensure timely issue resolution.

Continuous Improvement & Automation

Actively contribute to process improvements, innovation initiatives, and automation opportunities.

Enhance operational effectiveness through knowledge sharing and best practice adoption.

Network Infrastructure

Strong hands-on experience with Cisco product portfolios, including:

Catalyst Switches

Nexus Switches

ISR/ASR Routers

Routing & Switching

Advanced expertise in routing protocols:

EIGRP

OSPF

BGP

Ability to troubleshoot:

Routing loops

Convergence issues

Path selection problems

Complex network outages

Network Troubleshooting

Strong experience in packet capture and deep packet analysis.

Expertise in diagnostic and troubleshooting tools for distributed network environments.

Experience handling large-scale software image deployments and firmware lifecycle management.

Vendor & Escalation Management

Extensive experience managing Cisco TAC cases, including defect identification, tracking, escalation, and resolution management.

Required Competencies

Strong analytical and problem-solving skills with a structured troubleshooting approach.

Deep understanding of Problem Management practices and methodologies.

Ability to perform effectively under pressure in mission-critical environments.

Excellent verbal and written communication skills.

Strong collaboration and stakeholder management capabilities.

Ability to work independently with minimal supervision.

Primary Skills

Data Center,Cisco ACI,Nexus,PDI(Planning,Designing,Implemenation)