Manager - Cloud & Security Customer Service Operations

Broad outline of the Role

• Responsible for providing L3 operational support for customer network services and solutions delivered across the data centre environment, including Cisco ACI, Nexus switches, routing, switching, and associated network services.
• Responsible for diagnosing and resolving complex network incidents, performing root cause analysis, and providing appropriate technical solutions within agreed service levels.
• Acts as a conduit between customers and internal teams such as Network Engineering, Architecture, Security, Systems, and Operations for effective issue resolution.
• This is an operational role responsible for maintaining the availability, performance, and reliability of data centre network infrastructure, while providing technical guidance to L1/L2 support teams and reviewing the quality of technical work undertaken by these teams.

Minimum Qualifications & Experience

• Graduate with 7–12 years of relevant network engineering experience.
• Strong hands-on experience in data centre networking.
• Hands-on experience with Cisco ACI and Cisco Nexus environments.
• Experience working in an L3 network support/engineering role in a 24x7 operational environment.

Other Knowledge & Skills

• Good knowledge of Cisco ACI, Nexus switching, routing and switching, VLAN, VRF, BGP, OSPF, vPC, LACP, TCP/IP, and network troubleshooting.
• Working knowledge of ACI concepts such as Spine/Leaf architecture, APIC, EPGs, Bridge Domains, Contracts, and L3Out.
• Experience in troubleshooting complex network connectivity, routing, switching, and data centre infrastructure issues.
• Good understanding of integration with firewalls, load balancers, WAN, servers, and other infrastructure components.
• Good understanding of incident, problem, change, and service management processes.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Maintains awareness of the latest technologies and developments in data centre networking and Cisco ACI.

Key Responsibilities

• Provide L3 technical administration, configuration, troubleshooting, and support to ensure efficient functionality and availability of data centre network infrastructure.

• Perform incident validation, incident analysis, root cause analysis, and solution recommendation for complex network and ACI-related issues.

• Troubleshoot Cisco ACI, Nexus, routing, switching, connectivity, VLAN/VRF, BGP, OSPF, vPC, and related network issues.

• Act as a point of escalation for Level-1 and Level-2 network support teams, providing technical guidance and assistance in resolving complex incidents.

• Coordinate with Network Engineering, Architecture, Security, Systems, Cloud, Application, and Operations teams on escalations, performance issues, outages, and service-impacting incidents.

• Coordinate with Cisco TAC and other technology vendors for complex issues requiring vendor-level investigation and resolution.

• Assist with the development, revision, and maintenance of Standard Operating Procedures, Working Instructions, troubleshooting guides, and knowledge articles.

• Participate in network upgrades, ACI maintenance, migrations, implementation activities, and infrastructure refresh projects, including pre- and post-change validation.

• Monitor network and ACI infrastructure performance and provide recommendations for tuning, optimization, capacity management, and service improvement.

• Perform regular health checks and proactively identify potential network availability, performance, capacity, and connectivity issues.

• Maintain accurate documentation relating to network configurations, ACI environment, topology, IP addressing, incident resolutions, and troubleshooting procedures.

• Prepare and maintain weekly and monthly operational reports covering incidents, network performance, availability, outages, and service-related activities.

• Provide recommendations for improving network operations, processes, procedures, standards, and support practices.

• Maintain an inventory of operational procedures used by the network operations team and regularly review and update these procedures based on technology changes, incidents, and operational requirements.

• Support Root Cause Analysis (RCA) for major and recurring incidents and drive corrective and preventive actions to minimize repeat issues.

• Participate in 24x7 support, on-call, and shift-based operations as required.

• Ensure all activities are performed in accordance with established security, compliance, change-management, and operational standards.

Certifications

• CCNP Enterprise or CCNP Data Center preferred.
• Other equivalent networking certifications are an advantage.

Required Skills

• cloud security
• aci fabrics
• nexus
• network security
• switching protocols
• incident management
• root cause analysis