NOC Support Engineer

C_087 Transaction Network Services Communications India Private Limited; India; Remote; INR 1,200,000 - 1,800,000; Full time

Job summary

TNS invites a skilled Field Support Engineer to join the Global IP Desk, delivering on-site network and systems support in the Financial Markets space. You will handle incident triage, complex IP routing issues, and coordination with vendors to maintain core services.

A strong networking background and ITIL practices are essential. Role requires 3-5 years of hands-on experience with TCP/IP networks, Cisco/Arista/Juniper devices, and a customer-focused mindset.

Qualifications

• 3-5 years’ experience with troubleshooting circuits.
• Experience with Network Operations and Troubleshooting.
• ITIL certification or equivalent knowledge.
• Degree in Computer Science or related field preferred.

Responsibilities

• Provide support for global TCP/IP, VPN and MPLS networks, including OSPF, BGP, EIGRP, RIP and IS-IS.
• Hands-on configuration and troubleshooting of Cisco, Arista and Juniper routers and switches.
• Interface with Cisco and Juniper TAC for vendor support.
• Perform second-level network and protocol troubleshooting and debugging.
• Coordinate, schedule and support network maintenance and changes per policy.
• Provide on-call escalation support on a rotating schedule.
• Ensure incident management and outages are resolved with minimal impact.
• Assist with handover of projects to NOC for ongoing support.

Skills

TCP/IP

VPN

MPLS

OSPF

BGP

EIGRP

RIP

IS-IS

Cisco devices

Arista devices

Juniper devices

NOC experience

ITIL

Network troubleshooting

Change management

Multicast market data (knowledge)

Financial markets awareness

Education

Computer Science or equivalent degree

Tools

Cisco hardware

Arista hardware

Juniper hardware

Vendor TAC coordination

Job description

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!

Overview The Field Support area is responsible for providing on-site technical or non technical product support and service to customers.

Responsibilities The Financial Markets Global IP Desk will contribute to the success of the team supporting the stability and availability of the TNS Financial Markets infrastructure and services by raising service incident tickets and assigning them to an appropriate engineer. This position is part of the Global IP Desk with a close relationship to the Technical Support Group which serves as second level escalation on all IP related Network Control Center issues. Primary responsibilities will be to resolve any issues including complex IP network routing, hardware, and protocol issues on the TNS global core and Financial Markets network. This will also include opening tickets with Vendor Help desks (Cisco and Juniper TAC) and escalating problems for engineering support when necessary. The technical support engineer will also be responsible for maintaining and updating assigned tickets providing peace of mind. This is a customer facing role, with the individual responsible for delivering quality service and support to TNS customers. The role being within the Financial Markets industry, liaising with TNS customer’s technical representatives requires solid technical understanding in relation to network, systems infrastructure and datacenters, as well as understanding of Financial Markets and Financial Exchanges.

Primary Duties and Responsibilities

• Provide support of global large scale TCP/IP, VPN and MPLS networks to include OSPF, BGP, EIGRP, RIP, IS-IS protocols.
• Hands-on configuration and troubleshooting of Cisco, Arista and Juniper routers and switches.
• Vendor management, to include extensive interface with Cisco and Juniper TAC.
• Second-level network and protocol troubleshooting and debugging.
• Coordination, scheduling and support of network maintenance and change management activities.
• Any change in network is scheduled as per the Change Management Policy, including second sighted to avoid any errors for that change during its implementation.
• Provide on-call escalation support which includes after hours availability on a rotating schedule.
• Operation Readiness, final checks for project acceptance into the NOC for handover support.
• Incident management, ensure all clients and network incidents are restored with minimal service impact.

Key Responsibilities

• Monitor TNS’s various event management systems.
• Monitor and manage inbound customer email.
• Respond to inbound telephone calls to TNS Network Operations.
• Raise incident tickets on the TNS Incident Management ticketing system
• Provide triage for incidents following defined runbooks.
• Engage NOC engineers on incidents to see the incident through to successful resolution.
• Work as part of a global team that provides 24x7 IP Desk coverage on a rotation basis.
• undefined
• TCP/IP, VPN,MPLS and routing knowledge (OSPF, BGP, EIGRP, RIP, IS-IS).
• Hands-on experience with the configuration of Cisco, Arista and Juniper routers and switches.
• ITIL Certification
• Experience with Microsoft Office software, communications software, and Visio.
• Hardworking, focused, thorough, and punctual.
• Proficient at multitasking.
• Experience working with external customers.
• Experience providing support for NOC environments.
• Computer Science / applicable degree, or equivalent work experience is preferred
• Experience in a financial industry support role, preferably with a Financial Markets managed service provider or independent software vendor
• Understanding of Financial Markets (Equity, Futures, Options)
• Advanced knowledge of exchange market data and order routing protocols
• Experience supporting and troubleshooting multicast market data streams
• Experience with Change Management Processes
• 3-5 years’ experience with troubleshooting circuits
• 3-5 years’ experience with Network Operations and Troubleshooting
• Excellent communication, customer, and time management skills
• Self-starter with a drive to develop own skills and knowledge
• Team player with good attention to detail
• Direct trading experience advantageous
• Strong written and verbal communications skills required.

Qualifications

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.

With employees based in 21 countries around the world, TNS is a leading global provider of data communication and interoperability services to diverse industries, such as retail, banking, payment processing, telecommunications and the financial markets. TNS’ services extend to over 60 countries and we deliver mission critical solutions to many Fortune 500 companies. TNS employees play a vital role in the delivery of our services and we recognize them as our most valuable asset. We are proud to offer competitive salaries and benefit packages, and due to the global nature of our business we can offer opportunities to relocate to different locations, if your personal circumstances change.