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 712 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

1. Provide L3 technical administration, configuration, troubleshooting, and support to ensure efficient functionality and availability of data centre network infrastructure.
2. Perform incident validation, incident analysis, root cause analysis, and solution recommendation for complex network and ACI-related issues.
3. Troubleshoot Cisco ACI, Nexus, routing, switching, connectivity, VLAN/VRF, BGP, OSPF, vPC, and related network issues.
4. Act as a point of escalation for Level-1 and Level-2 network support teams, providing technical guidance and assistance in resolving complex incidents.
5. Coordinate with Network Engineering, Architecture, Security, Systems, Cloud, Application, and Operations teams on escalations, performance issues, outages, and service-impacting incidents.
6. Coordinate with Cisco TAC and other technology vendors for complex issues requiring vendor-level investigation and resolution.
7. Assist with the development, revision, and maintenance of Standard Operating Procedures, Working Instructions, troubleshooting guides, and knowledge articles.
8. Participate in network upgrades, ACI maintenance, migrations, implementation activities, and infrastructure refresh projects, including pre- and post-change validation.
9. Monitor network and ACI infrastructure performance and provide recommendations for tuning, optimization, capacity management, and service improvement.
10. Perform regular health checks and proactively identify potential network availability, performance, capacity, and connectivity issues.
11. Maintain accurate documentation relating to network configurations, ACI environment, topology, IP addressing, incident resolutions, and troubleshooting procedures.
12. Prepare and maintain weekly and monthly operational reports covering incidents, network performance, availability, outages, and service-related activities.
13. Provide recommendations for improving network operations, processes, procedures, standards, and support practices.
14. 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.
15. Support Root Cause Analysis (RCA) for major and recurring incidents and drive corrective and preventive actions to minimize repeat issues.
16. Participate in 24x7 support, on-call, and shift-based operations as required.
17. 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.