Network Operations Engineer

Job Description

Our Tier 2 NOC Engineer is responsible for advanced troubleshooting, fault isolation, incident escalation, and network optimization within a globally distributed IP and Optical network. This role requires expertise in network infrastructure, troubleshooting, and operational support.

The Tier 2 Engineer will be responsible for complex cases and driving them to resolution. This position also contributes to process improvements, automation, and monitoring system enhancements to optimize network operations.

Key Responsibilities

Network Operations & Troubleshooting

• Operate and troubleshoot a globally based IP or Optical network.
• Perform fault isolation and resolution on Layer 0 and 1 network issues.
• Take ownership of network triggered tickets and work with Field Resources to ensure the issues are cleared.
• Manage and escalate critical events, communicating clearly and concisely with stakeholders.
• Support network circuit and hardware troubleshooting, including patch panels, optics, and cabling.
• Detect and diagnose various error/failure conditions across an array of network device types.
• Provide hands-on support for network incidents, collaborating with peers and other cross-functional teams.

Incident Response & Escalation Support

• Serve as the escalation point-of-contact during business hours, handling troubleshooting and process issues.
• Coordinate with Field Resources to resolve issues that impact network infrastructure.
• Own incident response processes, including escalations to higher-level support teams when necessary.
• Rapidly respond to major network incidents, supporting SEV initiation and resolution processes.

Network Monitoring & Optimization

• Monitor the BBO network infrastructure ticket queues, ensuring timely and accurate ticket handling.
• Track and document incident resolution steps, maintaining accurate logs in ticketing systems.

Automation & Continuous Improvement

• Contribute to the creation of monitors, alerts, dashboards, and performance metrics to drive continuous improvements.
• Provide feedback on recurring network issues, refining troubleshooting procedures and SOPs.
• Support network optimization efforts, participating in scaling initiatives.

Process & Asset Management

• Document and optimize operational processes and procedures, ensuring alignment with best practices.
• Follow Return Merchandise Authorization (RMA) processes and coordinate with vendors for hardware replacements.
• Ensure accurate inventory and documentation in collaboration with audit and asset management teams.
• Monitor tickets for adherence to SLAs, ensuring prompt issue resolution.

Required Qualifications & Skills

Technical Skills

• Expertise in Optical or IP networking.
• Strong experience troubleshooting Layer 0 and 1 network issues in a large-scale production environment.
• Hands-on experience with network monitoring tools (e.g., SolarWinds, Nagios, PRTG, or similar).
• Advanced knowledge of troubleshooting transport/transmission networks and transceivers.
• Experience capturing and analyzing network traffic for troubleshooting.
• Proficiency with ticketing systems (e.g., ServiceNow, Jira, or equivalent).

Soft Skills & Work Ethic

• Strong analytical skills, problem-solving mindset, and ability to work autonomously.
• Excellent communication and documentation skills for incident tracking and resolution.
• Proven ability to work in a fast-paced, mission-critical environment.
• Strong sense of ownership, urgency, and drive in troubleshooting and resolving network issues.

Experience & Education

• Bachelor's degree in Computer Science, Networking, or a related field (or equivalent experience).
• 3+ years of network operations experience, with a focus on IP and Optical networks.
• Certifications preferred:
• OC-A or OC-P (Ciena Optical Communications Associate/Professional)
• CCNP (Cisco Certified Network Professional)
• JNCIP (Juniper Networks Certified Internet Professional)