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.

Key Responsibilities

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)