the position

We're all about building winning teams that drive our growth and uphold our exceptional brand. As a member of the Managed Services Center (MSC) team, you'll be the MVP providing critical support for our customers' complex networks. Think of it like being the star player in a high-stakes game, where you actively monitor, strategize, and execute plays to keep the network in top form.

your playbook

• Monitor the Network Management System (NMS) for faults and alerts, as well as enhance/refine the NMS to provide deeper insights into production. Your goal? Keep our customers in the game at all times.
• Serve as primary initial responder, tackling complex network problems, and ensuring seamless operations. Whether it's SD-WAN or managed Firewalls, you've got it covered.
• Keep a meticulous record of all network-related activities in our ticketing system to ensure we have a clear picture of customers’ issues related to network performance.
• Play quarterback, interfacing with internal and external customers regarding SD-WAN, MPLS, Internet, Security, VoIP, and Managed Services. Your ability to work seamlessly with others is a game-changer.
• Provide technical supervision to lower-level engineers and technicians.
• Develop network performance baselines to assist in forecasting network utilization trends.
• Work alongside our Solution Architects to implement winning plays to improve our customers' networks. It's all about scoring big together.
• Prepare and present business review reports. It’s your way of analyzing the game tape and making adjustments for future success.

skills you bring to the field

• Ability serving as a team lead & escalation point for all technical issues encountered within the Network Operations Center (NOC)
• Ability to provide Tier 4 support in a multi-tiered support role
• Ability to work closely with others in a team environment and high-volume customer-facing role
• Ability to work assigned shift (both hours and days, especially weekends) and participate in a rotating on-call schedule
• Demonstrated leadership ability to coach, mentor, train, and provide constructive feedback to both new and existing MSC team members
• Experience with systems, specifically open-source server operating systems, scripting languages and network monitoring systems
• Hands-on experience with SD-WAN architecture (configuring, installing, troubleshooting)
• Implementation of SD-WAN networks including application-aware & service-level agreement-based routing & failover
• Strong experience configuring, installing troubleshooting enterprise-grade firewalls, routers, WAPs; including a core competency in dynamic routing protocols (BGP, OSPF, EIGRP), along with security event management, DDOS mitigation, and HA systems
• In-depth experience troubleshooting, diagnosing, resolving, or escalating incidents with internal and external groups (Data Center Services, application support teams, escalations, the NOC, vendors, ISPs, etc.)
• Experience troubleshooting VOIP protocols, SIP call flows, and other voice-related technologies
• Experience with Carrier Ethernet Testing & Troubleshooting [including RFC 2544 or related testing]
• Experience with IPERF testing applications or equivalent
• Ability to identify and troubleshoot underlying root causes for key performance thresholds for latency, packet loss, and jitter
• In depth experience with T1, T3, OCn, Sonet, Ethernet, and Fiber delivery & troubleshooting
• Experience identifying & troubleshooting fiber low/high (Tx/Rx) light level issues via device CLI or GUI
• Demonstrated proficiency with packet capture applications [Wireshark, ColaSoft, TCPDump, etc.]
• Develops documentation and other intellectual property to drive innovation and focus the Network Operations Center on operating more efficiently
• Ability to collaborate and work cross functionally with Executives, Sales, and Product Development to support strategic sales opportunities
• Develop documentation and other intellectual property to drive innovation and focus the Network Operations Center on operating more efficiently
• Cloud platform experience on Azure, AWS, and/or GCP - Google Cloud Platform is a plus.
• Current Cisco CCNP, Juniper JNCIP track, CISSP certification, or equivalent a plus
• Current SD-WAN platform certifications including VeloCloud, Versa, Viptela, Cato, and Fortinet

what success looks like

• Quality Control: You will ensure that customers receive the exact product/service (equipment, bandwidth, throughput, etc.) ordered.
• Integrate yourself into the customers network support organization to act as a partner.
• Partner with internal Nitel organizations to continually improve the customers networks.