Network Engineer II - IN

Rackspace Technology; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Rackspace Technology in India seeks a Network Operations Engineer II to join our Fanatical Support team. You will monitor and troubleshoot complex networks, manage incidents, and coordinate with customers and vendors to resolve issues.

The role requires CCNP-level aptitude, 3+ years in networking, and strong communication. You will handle change management, root-cause analysis, and mentor peers while maintaining documentation.

Qualifications

• Minimum 3 years of networking experience in a command-line oriented environment.
• At least 18 months of experience with configuration and problem resolution of OSPF and/or BGP.
• CCNP-level aptitude.
• At least 12 months of experience in a customer service role.
• Excellent written and verbal communication skills.
• Critical thinking and ability to resolve issues under pressure.
• Schedule flexibility including weekends/holidays as required.

Responsibilities

• Provide exceptional network support via ticketing system and phone.
• Detect events in a timely manner using monitoring tools.
• Mitigate DDoS attacks to protect customers and shared infrastructure.
• Document planned and unplanned network events in tracking systems.
• Troubleshoot and resolve network events and create event documentation.
• Take ownership of customer requests and engineer escalations to resolution.
• Escalate support requests to next-level engineers and coordinate with Incident Management.
• Escalate to vendors and ensure problem resolution.
• Adhere to Change Management and Maintenance policy.
• Participate in Root Cause Analysis.
• Own projects and ensure proper documentation and resolution.
• Review, assist in defining, and sign off on policy and process standards.

Skills

Communication skills

Problem solving

Multitasking

Mentoring

Attention to detail

Customer empathy

Education

CCNP certification

Tools

Arbor

Zenoss

Syslog

SolarWinds

WhatsUp Gold

Job description

The Network Operations Engineer will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.

Job Requirements

Key Accountabilities

• Provide exceptional customer support via the ticketing system and phone
• Detect events in a timely manner using monitoring tools.
• Mitigates DDoS attacks to protect customer and shared infrastructure
• Document planned and unplanned network events in appropriate tracking and turnover systems.
• Troubleshoot and resolve network events and create event documentation accordingly.
• Take ownership of level-appropriate customer requests and issues and engineer escalations, seeing them through to resolution.
• Escalate support requests to next level engineers and communicate with Incident Management as appropriate.
• Escalate to vendors and follow up as needed to ensure problem resolution.
• Adhere to Change Management and Maintenance policy and process.
• Participate and provide input to Root Cause Analysis.
• Take ownership of projects self-identified or assigned and ensure proper and complete documentation and resolution.
• Review, assist in defining, and sign off on policy and process standards.

Key Performance Indicators

• Ticket Contribution and Phone Availability: Provide correct and helpful expertise to resolve issues, maintaining high ticket evaluations results
• High level of first pass yield and success on written, quality checked, tested, and executed maintenances
• Prompt and correct responses to network events
• Maintain proficiency in troubleshooting, tools, and technologies

Person Specification

The Network Operations Network Engineer II has an intermediate to advanced aptitude with:

• All supported network platforms (Cisco 2900, 3500, 3700, 4900, 6500, ASR1k, ASR9k, Nexus 3k, Nexus 6k, Nexus 7k, Arista 7000, etc.)
• All supported Layer 2 and 3 protocols and features (STP, HSRP, VLANs, CDP, port-channels, OSPF, BGP, MPLS, DWDM, etc.)
• Monitoring systems (Arbor, Zenoss, Syslog, SolarWinds, WhatsUp Gold, etc.)
• The Network Operations Network Engineer II:
• Is able to handle multiple tasks and prioritize work under pressure
• Is comfortable and proficient in delegating tasks to other engineers
• Is detail-oriented in documenting information and able to own customer issues through resolution
• Demonstrates strong problem-solving skills coupled with a desire to take on responsibility
• Has a desire to expand personal technical knowledge and mentor other engineers to expand knowledge
• Identifies where process can be improved and engages managers and other teams to implement those improvements

The Ideal Candidate Possesses

A minimum of 3 years of recent networking experience in a command-line oriented environment

• At least 18 months of experience with responsibility for configuration and problem resolution of OSPF and/or BGP
• CCNP-level aptitude
• A minimum of 12 months of experience in a customer service role
• Excellent written and verbal communication skills
• Critical thinking skills and the ability to provide solutions with precision during high-pressure situations
• Schedule flexibility to include working a weekend day regularly and holidays as required by the business

About Rackspace Technology

We are the multicloud solutions experts. We combine our expertise with the world's leading technologies - across applications, data and security - to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

More on Rackspace Technology

Though we're all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.