Network Operations Center Engineer

Cradlepoint is seeking a dedicated Network Operations Center Engineer to join our IT Infrastructure Operations team in India. This role is fundamental to ensuring the expected delivery of IT services to all stakeholders and end-users. You will be empowered to coordinate, communicate, and, when necessary, bypass standard support processes to achieve optimal service restoration or risk mitigation for our IT Infrastructure.

Purpose:

To provide L1 support on Incident resolutions and technical operations on wide area network technologies & products such as Routers, Switches, Firewalls, proxies, load balancers, VPNs, Cloud, Windows & Linux servers, etc.

Key Responsibilities:

• Utilize strong technical skills on L2 and L3 networking protocols to support network operations.
• Apply understanding of cloud platforms such as GCP, AWS, Azure, and IBM to enhance network performance and reliability.
• Implement ITIL incident, problem, and change management practices, adhering to defined service level agreements.
• Demonstrate flexibility in work approach and responsibilities, including participation in 24/7 rotational shifts.
• Investigate and resolve network faults, handling incidents (P1 through P4) within specified SLAs.
• Collaborate closely with external suppliers (e.g., BT, Verizon) to address ongoing issues effectively.
• Report network status to key stakeholders, ensuring transparency and timely communication.
• Exhibit self-starter qualities, capable of working with minimal supervision.
• Display self-motivation and the ability to multitask efficiently.
• Maintain a positive and cooperative attitude, even in stressful situations.

Qualification:

Certifications (Preferred but Not Mandatory):

• CCNA (Cisco Certified Network Associate) - Fundamental networking knowledge.
• General networking concepts.
• ITIL Foundation - Understanding IT service management processes.

Technical Skills:

• Networking Basics: OSI Model, TCP/IP, VLANs, Subnetting, Palo Alto Firewalls, Routing & Switching.
• Monitoring Tools: Experience with tools like BMC Helix, Nagios.
• Incident Handling: Familiarity with ticketing systems like SMP, Remedy, or Jira.
• Basic Troubleshooting: Ability to perform ping, traceroute, telnet, SSH, SNMP checks for connectivity issues.
• Linux/Windows Basics: Understanding log analysis and CLI commands.
• Cloud & Virtualization (Optional): Exposure to AWS, Azure, or GCP can be beneficial.

Soft Skills & Competencies:

• Strong analytical and problem-solving skills.
• Good communication skills (to interact with L2 teams, vendors, and stakeholders).
• Attention to detail for monitoring alerts and logs.
• Ability to work in shifts (24/7 operations).
• Incident documentation and escalation skills.

Work Experience:

• Minimum 1-2 years of experience in Network Monitoring or Technical Support roles.

Key Differentiators Between Role Proficiencies (Optional):

Primary Responsibilities:

• All Event management related tasks for all the IP Connectivity managed CIs by following support guidelines/ZLDs.
• L1 investigation based on alert occurrence & issues reported by end-users.