About the Role and Responsibilities
Location: Plano
About the Role:
Network Operations Engineer will be member of IT Global Operations Center (GOC) team responsible for providing shift based support providing maximum service availability and performance on a 24/7/365 basis. Additionally, this position ensures committed business services availability and performance through effective Monitoring, Event Management and Incident Management.
Key Responsibilities:
- Provide basic level Customer Relationship Management by meeting with T3 Network Engineering on a regular basis. The regular meeting would cover defining and reporting on the operational metrics and right to left sustained operational migration of tasks from T3 Network Engineering to the Global Operations Center.
- Be a conduit of communication between US customers and Bangalore Global Operations Center Peers to ensure consistent service delivery across the global footprint of the Global Operations Center.
- Lead the team by being self-driven to drive improvement throughout the GOC operational processes.
- Develop and integrate desktop instructions with the service desk that the entire GOC team will follow
- Relationship management – be considered a business partner both individually and GOC to all groups that interact with the GOC.
- Increase the volume and depth of work the GOC does to be able to reduce the demand on the T3 Data team
- Monitor, maintain and remediate MPLS WAN links and network infrastructure including routers, switches, firewalls, load balancers etc.
- Event management – Interpret alerts received via monitoring tools, troubleshoot and take necessary remedial actions
- Incident Management – Resolve incidents; escalate to other IT teams and vendors. Co-ordinate incidents to resolution.
- Problem Management – Identify problems proactively and provide inputs to Problem Management for problem resolution
- Reporting – Generate various technical and management reports using reporting capabilities of monitoring tools.
- Continuous interaction with IT Service desk and technical Management teams during major incidents
- Monitor and respond to Data systems alarms to either resolve or escalate to appropriate support team(s).
- Coordinate vendor activities as necessary to resolve incidents in the global Data environment such as :
- Report circuit issues to carriers
- Report hardware/software issues to maintenance vendors
- Escalate as necessary to ensure prompt resolution
- Implement planned Data environment activities.
- Validate that data documentation matches the actual installed base.
- Monitor, maintain and remediate business services, enterprise data services
- Incident Management – Resolve incidents; escalate to other IT teams and vendors. Co-ordinate incidents to resolution.
- Manage the day to day configuration of Move, Add, Change, Delete requests and to keep up with the onboarding of network infrastructure into GOC monitoring tools.
- Problem Management – Identify problems proactively and provide inputs to Problem Management for problem resolution
- Reporting – Generate various technical and management reports using reporting capabilities of monitoring tools.
- Continuous interaction with IT Service desk and technical Management teams during major incidents
Qualifications
Required Experience/Skills & Education:
- Engineering Graduate with 5 to 8 years of experience in Operations Center/ Network Operations Center environment/Network Infrastructure Support
- Proven Expertise in remotely supporting and troubleshooting network devices – Cisco and Juniper routers, Cisco switches, Full Suite of McAfee network security devices, Checkpoint firewalls, F5 Load balancers, IPS etc.
- Proven Expertise is in supporting large MPLS based WAN
- Routing protocols BGP, OSPF, EIGRP
- End to end LAN management and diagnostics
- Experience in supporting SAN fabric will be plus
- Strong knowledge of ITIL processes, especially event management, incident management. ITIL v3 Foundation certification would be plus.
- Excellent verbal and written communication skills
- Experience in working in 24/7 support environment
- Ability to multi-task, tasks prioritization
- Ability to work independently with minimal supervision
- CCNP certification will be a plus
- Engineering Graduate with 6 to 8 years of experience in Operations Center/ Network Operations Center environment/Network Infrastructure Support.
- HP enterprise monitoring tool experience in HP Operations Manager, HP OMI, HP NNMI, HP Network Automation, NNMI QA SPi, NNMI Traffic SPi, NNMI Metrics SPi, HP Operations Orchestrator or equivalent toolsets like Tivoli or BMC.
- Prognosis monitoring tool experience
Able to interpret and correlate alarms and symptoms to determine actual issue.
- Able to follow written procedures.
- Exceptional attention to detail.
- Ability to communicate urgency and drive vendor responses to issues
- Strong knowledge of ITIL processes, especially event management, incident management. ITIL v3 Foundation certification would be plus.
McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!
McAfee is an Equal Employment Opportunity employer. We celebrate diversity!
Click here for full EEO statement.
J2W-LI BG
Job: IT Operations
Primary Location: NA-USA-TX-Plano
Position Number: 873076
Schedule: Full-time
Location: Plano
About the Role:
Network Operations Engineer will be member of IT Global Operations Center (GOC) team responsible for providing shift based support providing maximum service availability and performance on a 24/7/365 basis. Additionally, this position ensures committed business services availability and performance through effective Monitoring, Event Management and Incident Management.
Key Responsibilities:
- Provide basic level Customer Relationship Management by meeting with T3 Network Engineering on a regular basis. The regular meeting would cover defining and reporting on the operational metrics and right to left sustained operational migration of tasks from T3 Network Engineering to the Global Operations Center.
- Be a conduit of communication between US customers and Bangalore Global Operations Center Peers to ensure consistent service delivery across the global footprint of the Global Operations Center.
- Lead the team by being self-driven to drive improvement throughout the GOC operational processes.
- Develop and integrate desktop instructions with the service desk that the entire GOC team will follow
- Relationship management – be considered a business partner both individually and GOC to all groups that interact with the GOC.
- Increase the volume and depth of work the GOC does to be able to reduce the demand on the T3 Data team
- Monitor, maintain and remediate MPLS WAN links and network infrastructure including routers, switches, firewalls, load balancers etc.
- Event management – Interpret alerts received via monitoring tools, troubleshoot and take necessary remedial actions
- Incident Management – Resolve incidents; escalate to other IT teams and vendors. Co-ordinate incidents to resolution.
- Problem Management – Identify problems proactively and provide inputs to Problem Management for problem resolution
- Reporting – Generate various technical and management reports using reporting capabilities of monitoring tools.
- Continuous interaction with IT Service desk and technical Management teams during major incidents
- Monitor and respond to Data systems alarms to either resolve or escalate to appropriate support team(s).
- Coordinate vendor activities as necessary to resolve incidents in the global Data environment such as :
- Report circuit issues to carriers
- Report hardware/software issues to maintenance vendors
- Escalate as necessary to ensure prompt resolution
- Implement planned Data environment activities.
- Validate that data documentation matches the actual installed base.
- Monitor, maintain and remediate business services, enterprise data services
- Incident Management – Resolve incidents; escalate to other IT teams and vendors. Co-ordinate incidents to resolution.
- Manage the day to day configuration of Move, Add, Change, Delete requests and to keep up with the onboarding of network infrastructure into GOC monitoring tools.
- Problem Management – Identify problems proactively and provide inputs to Problem Management for problem resolution
- Reporting – Generate various technical and management reports using reporting capabilities of monitoring tools.
- Continuous interaction with IT Service desk and technical Management teams during major incidents
Qualifications
Required Experience/Skills & Education:
- Engineering Graduate with 5 to 8 years of experience in Operations Center/ Network Operations Center environment/Network Infrastructure Support
- Proven Expertise in remotely supporting and troubleshooting network devices – Cisco and Juniper routers, Cisco switches, Full Suite of McAfee network security devices, Checkpoint firewalls, F5 Load balancers, IPS etc.
- Proven Expertise is in supporting large MPLS based WAN
- Routing protocols BGP, OSPF, EIGRP
- End to end LAN management and diagnostics
- Experience in supporting SAN fabric will be plus
- Strong knowledge of ITIL processes, especially event management, incident management. ITIL v3 Foundation certification would be plus.
- Excellent verbal and written communication skills
- Experience in working in 24/7 support environment
- Ability to multi-task, tasks prioritization
- Ability to work independently with minimal supervision
- CCNP certification will be a plus
- Engineering Graduate with 6 to 8 years of experience in Operations Center/ Network Operations Center environment/Network Infrastructure Support.
- HP enterprise monitoring tool experience in HP Operations Manager, HP OMI, HP NNMI, HP Network Automation, NNMI QA SPi, NNMI Traffic SPi, NNMI Metrics SPi, HP Operations Orchestrator or equivalent toolsets like Tivoli or BMC.
- Prognosis monitoring tool experience
Able to interpret and correlate alarms and symptoms to determine actual issue.
- Able to follow written procedures.
- Exceptional attention to detail.
- Ability to communicate urgency and drive vendor responses to issues
- Strong knowledge of ITIL processes, especially event management, incident management. ITIL v3 Foundation certification would be plus.
McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!
McAfee is an Equal Employment Opportunity employer. We celebrate diversity!
Click here for full EEO statement.
J2W-LI BG
Job: IT Operations
Primary Location: NA-USA-TX-Plano
Position Number: 873076
Schedule: Full-time