Network Operations Engineer - Tier II

Capgemini Philippines Corp.; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Capgemini Philippines Corp. is seeking a Tier 2 ACC Engineer to support LAN, MAN, and wireless networks within a large IT ecosystem. You will handle escalated incidents, work with data center networks, and mentor Tier 1 staff.

The role requires strong communication, deep networking knowledge, and experience with tools like NetCool, Netscout, and Riverbed SteelHeads. On-site or remote work is possible with on-call responsibilities.

Qualifications

• Strong understanding of OSI model and TCP/IP.

Responsibilities

• Respond to network incidents and escalations per procedures.
• Lead troubleshooting and resolution within SLAs.
• Mentor Tier 1 staff and document resolutions.
• Coordinate with vendors and internal teams for incident resolution.
• Manage changes and configurations for network infrastructure.

Skills

Networking fundamentals

TCP/IP expertise

Incident management

Vendor management

Communication skills

Packet capture analysis

Network monitoring

Cisco routing & switching

Mentoring Tier 1 staff

Tools

NetCool

nGenius

SevOne

AppNeta

NerveCenter

Netscout

Wireshark

Riverbed SteelHeads

Cisco IOS XR

Aruba Airwave

Job description

Education and Experience Requirements

Required Qualifications:

• Strong understanding of the OSI networking model and the TCP/IP protocol suite.
• Two or more of the following certifications: CCNP-X, CCIE, ACSP, ACMP, RCSP.
• Advanced knowledge of TCP/IP network routing, switching, and load balancing technologies.
• Proven ability to distinguish between application-level and network-level issues.
• Proficient in performing and interpreting TCP/IP network traces and packet captures.
• Hands-on experience with network infrastructure components, including Cisco routers, Riverbed SteelHeads, Aruba wireless devices, and carrier circuits (e.g., E1, T1, DS3).
• Minimum of 3 years in a Network Operations Center (NOC) analyst or engineer role.
• At least 5 years of experience in a Tier 2 operations capacity; engineering experience is strongly preferred.
• Minimum of 5 years (ideally 10 years) of overall IT experience.
• High level of confidence and effectiveness in communicating during incident bridges and critical events.
• Solid experience in vendor management to facilitate incident resolution.
• Familiarity with network monitoring tools and strategies.

Preferred Qualifications

• Experience with Microsoft Server operating systems and enterprise applications such as Exchange and Citrix.
• Field experience with infrastructure technologies including Cisco, F5, and Microsoft Server, particularly in data center support environments.
• Prior exposure to network management systems such as NetCool, nGenius, SevOne, AppNeta, NerveCenter, and Netscout.JNCIP, JNCIE, MCSE certifications.
• Experience in configuration and maintenance of Windows Server 2008-2012.
• Proficiency with Windows Active Directory (2008-2012), including Group Policies, LDAP, and DNS.
• Familiarity with Active Directory Federation Services (ADFS).
• Understanding of highly available Microsoft Exchange environments, including Exchange 2007, 2013, and Office 365 hybrid deployments.
• Experience with Microsoft Lync Server (2010-2013).
• Working knowledge of Windows scripting languages such as PowerShell, Windows Shell, or Command Shell.
• Professional certifications such as JNCIP, JNCIE, and MCS.

Work Environment

• On-site or remote, with flexibility for on-call responsibilities including weekends.
• Periodic travel for deployments, training, or conferences may be required.
• Working closely with network engineers, security teams, and management to ensure comprehensive security for the organization.

Office Location: Mall of Asia Business Complex, Pasay City

Role Description & Requirements

The Tier 2 ACC Engineer serves as a critical support resource within the client's network infrastructure, responsible for resolving approximately 80% of incidents in the production environment. Although primarily focused on LAN, MAN, and wireless networks, this role operates within a multidisciplinary team that collaboratively supports a large-scale, complex IT ecosystem.

This position handles escalated issues from Tier 1 and other sources, encompassing data center networks, voice systems, security platforms, and a wide array of enterprise applications. The engineer applies a combination of documented procedures, diagnostic tools, and professional experience to deliver effective troubleshooting and restorative support.

The Tier 2 ACC Engineer is responsible for executing network changes and configurations, developing and maintaining comprehensive troubleshooting documentation, and mentoring Tier 1 support staff to strengthen overall team capabilities and technical proficiency. Success in this role requires a strong customer focus, adaptability, and the ability to thrive in a fast-paced, dynamic environment.

General Roles and Requirements

• Demonstrate strong communication skills across written, verbal, and presentation formats.
• Provide advanced troubleshooting and maintenance across a wide range of technologies, including network infrastructure, applications, and server environments.
• Maintain a commitment to continuous learning and professional development by acquiring new technical skills and staying current with emerging technologies.
• Regularly develop, refine, and update operational procedures to ensure consistency and efficiency.
• Utilize diagnostic tools and utilities to proactively, and reactively identify and resolve issues.
• Mentor Tier 1 support staff in effective event handling and response strategies.
• Exhibit a strong dedication to delivering accurate work within defined service level agreements (SLAs).
• Collaborate closely with team members to ensure adherence to established procedures and escalation protocols, while maintaining clear and consistent communication.
• Partner with frontline support teams to validate issues and coordinate resolution efforts.
• Engage with external vendors, including telecommunications providers and hardware/software suppliers, to facilitate issue resolution and service delivery.

Technical Responsibilities and Requirements

• Respond to network events and reported incidents using a combination of personal expertise, documented procedures, diagnostic tools, and guidance from senior staff or leadership.
• Provide hands-on support across a diverse range of networking technologies, including Riverbed WAN accelerators, Cisco IOS XR systems, Netscout, and various telecommunications circuits and termination devices.
• Demonstrate strong proficiency in core networking concepts such as EIGRP routing, VLAN configuration, IP addressing, spanning-tree protocol, and multicast traffic management.
• Configure and troubleshoot Cisco routers and LAN switches with a high level of expertise.
• Support and resolve client and infrastructure wireless issues, with direct or equivalent experience in platforms such as Cisco 8510, Cisco 5508, Aruba Airwave, Aruba Controllers, Cisco Prime, and various Cisco access points (1131, 1242, 3602, 3702), including 802.11 a/g/n/ac standards.
• Perform packet capture and analysis using tools such as Netscout and Wireshark to identify and resolve network anomalies.
• Manage incident and service request tickets, taking full ownership to ensure resolution within defined service level agreements (SLAs).
• Communicate technical information effectively, tailoring the message to suit the audience’s level of understanding.
• Lead and actively participate in technical troubleshooting and project-related conference calls.
• Coordinate with external vendors—including telecommunications providers and hardware/software suppliers—to ensure timely resolution of issues, including escalation, data sharing, access facilitation, and documentation of all activities.
• Conduct routine maintenance tasks within areas of expertise, such as firewall rule updates, vulnerability management, and packet capture analysis.
• Create and update documentation based on new incidents, resolutions, and lessons learned.
• Contribute to the tuning of event thresholds to improve monitoring accuracy and responsiveness.
• Ensure timely and accurate updates to incident and request tickets in alignment with SLA metrics.
• Participate effectively in shift change procedures, including thorough documentation and verbal handoffs.