IP Production Services Specialist, Level II

Jobtailor

New Jersey

On-site

USD 150,000 - 190,000

Full time

13 days ago

Application generator

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Job summary

Jobtailor in New Jersey seeks an experienced Senior Network Incident and Problem Manager to lead frontline response, triage production incidents, and restore services within SLA.

You will document impacts, conduct root cause analysis, and coordinate with leadership, vendors, and security teams. Strong communication and cross-time-zone collaboration required.

Qualifications

Experience leading incident and problem management governance.
Strong knowledge of network protocols, DNS, DHCP, SSL/TLS, HTTP/S, SNMP.
Proven ability to troubleshoot complex networking issues and communicate outcomes.

Responsibilities

Provide front-line support for incidents and governance.
Lead triage for production incidents and ensure SLA restoration.
Record impacts and maintain runbooks, wikis, and templates for triage.
Coordinate with leadership, vendors, and security teams.
Perform root cause analysis and follow-up actions.
Promote governance during triage, testing, and fixes.
Assist on-call, cross-time-zone collaboration, and documentation.

Skills

Incident management

Problem management

Network protocols

Troubleshooting

Governance compliance

Technical communication

Tools

F5 Networks

VMware ALB

BlueCat DNS/DHCP/IPAM

JIRA

Confluence

NetScout

Wireshark

Splunk

SevOne

IBM Watson

Job description

Provide front-line support to end users for incidents and problem management governance
Lead triage activities for business-impacting production incidents
Ensure compliance with incident and problem management policies and procedures
Restore complex production incidents under tight Service Level Agreements
Pursue root cause analysis and problem resolution follow-ups
Lead production support triage, manage bridge-line troubleshooting, conduct technical research, and escalates issues
Record and document impacts in the system of record
Maintain documents, runbooks, and wikis for triage use
Document application flows, upstream/downstream outage impacts, customer experience, and support contacts
Validate business impacts using monitors, dashboards, and logs
Communicate technical status updates to leadership, stakeholders, and vendors
Manage root cause, resolution, preventative actions, and change requests
Promote and enforce production governance during triage, testing, and fixes
Identify production failure scenarios, vulnerabilities, and observability improvements
Serve as subject matter expert for applications within the portfolio
Assess and prioritize research requests, ad hoc reports, and offline incidents
Provide operational support for F5 Networks, VMware ALB (Avi), BlueCat on-premises and Cloud Resolver
Support security-related network components including firewall, proxy, and content inspection infrastructure
Conduct proactive network reviews and disaster recovery testing
Adhere to design standards and global design authority processes
Assemble professional documents using existing templates

Requirements

7+ years of experience with network protocols, models, and technologies
Strong understanding of application layers 5–7
Knowledge of DNS, DHCP, SSL/TLS, HTTP/S, and SNMP
Fundamental understanding of layers 1–4, including TCP/IP, Ethernet, ARP, and physical constructs
Experience with F5 Load Balancing (LTM, GTM, APM)
Experience with BlueCat DNS/DHCP/IPAM and BlueCat Cloud Resolver
Experience with VMware Advanced Load Balancer and private and/or public cloud support
Expert experience troubleshooting complex networking problems
Experience with JIRA and Confluence
Understanding of configuration management tools such as Forward Networks and HPNA
Experience using advanced tooling including NetScout, Wireshark, Splunk, SevOne, HPNA, and IBM Watson
General experience with network automation tools and processes
Strong technical acumen and analytical skills
Excellent client interfacing skills
Strong verbal and written communication skills
Ability to work with all levels of management
Experience aligning actions to business impact and service restoration
Experience operating across different time zones and ability to work varied hours
Desired: networking design, implementation, or operations experience
Desired: relevant industry certifications in network technologies
Desired: cloud and SDN experience, including VMware NSX and Arista CloudVision
Desired: Azure and AWS experience
Desired: Python, Ansible, YAML, Django, API calls, and frontend web development
Desired: financial services experience
Desired: WAN, MAN, LAN, optical, routing, switching, proxy/threat prevention, firewall, and AAA experience

Core Competencies

Demonstrates extensive experience in incident and problem management, with a strong focus on network protocols and technologies. Proficient in troubleshooting complex networking issues and ensuring compliance with governance policies while effectively communicating technical updates to stakeholders.

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