Network Operations Engineer (NOC) L1

Responsibilities

Monitoring & Management of infrastructure on 24/7 basis.Provide back-to-back support of infrastructure components with related vendors when required.On-site health check-ups after troubleshooting.Log tickets and track via ITSM tool.On-site support whenever required on a 24/7 basis.Provide full management of infrastructure.Ensure an efficient, smooth running of all systems with high availability levels that meet GACA's business requirements.Provide monthly reports on the status of infrastructure (health, status, capacity, incidents, etc). Weekly if requested.Allocate a Remote Service Delivery Manager as a single point of contact.Online portal for the Managed components, where it should show clearly if any device is down, or any business is impacted.Provide a well-defined Service Level Agreement.Align IT service management processes in line with the ITIL framework, following global best practices.Develop monitoring procedures that meet requirements and adhere to defined policies, and document in the standards and procedures manual.Develop and maintain standard automated scripts to perform monitoring on systems software.Identify and report problems, including system, file, disk and application problems.Resolve or assist in resolving application problems in accordance with the SLR and escalate as required.Provide preventative measures for proactive monitoring and self-healing capabilities to limit outages that affect service delivery.Provide proactive and scheduled console monitoring of infrastructure and systems (e.g., hardware, network, batch schedule, interfaces and table spaces), respond to messages and take corrective action as required.Provide troubleshooting, repair, and escalation of problems in the IaaS computing environment.Qualification:Education: B.S in Computer Information Systems or Computer ScienceExperience:2+ years of experienceFundamental knowledge of the supported technologiesMonitoring, event management, and reporting skillsCertificates: A Network Engineer should hold the following certifications.Cisco Certified Network Associate (CCNA)Cisco Certified Networking Professional (CCNP) – SecuritySkills:

• Excellent communication skills, written and verbal
• Able to provide support to enterprise-level customer infrastructure operations and maintenance, and management across multiple customer sites.
• Good understanding of firewall concepts and experience in handling/troubleshooting issues like Rule Addition/Modification/Deletion, NAT, Faulty Firewall replacement, High Availability setup, packet capture, log analysis, etc.
• Basic knowledge of Cisco ISE monitoring and troubleshooting firmware upgrades.
• Troubleshoot and fix high-priority issues related to Firewall and NAC.
• Basic knowledge of Load Balancer monitoring and troubleshooting firmware upgrades, SSL offloading, Load Balancing Monitors, Service Weights, and Service Groups configurations.
• Working on the assigned tickets within the agreed Timeline/SLA as per the Ticket Priority/Severity.
• Involved in the process for HW replacement/ Firmware upgrade/ Config change/ Whitelisting or Blacklist URLs FW Rule addition etc.
• Troubleshoot IPsec & VPN issues.
• Have knowledge of IT security policy for internet access and best practices
• Ability to interact with personnel at all levels and across all business units within the organization, and to comprehend business imperatives.
• Build teamwork.
• Hands-on experience with all Network Appliances such as Routers, Switches, firewalls, Proxy, etc.
• Hands-on experience with Cisco ISE