Objective

The Engineer will be a member of a 24X7 CMC (Cloud Management Center) providing production systems health monitoring, event management, escalation handling, and communication of all Incident and Change Management. Candidates must monitor customer infrastructure for events. Address and resolve a wide variety of incident tickets and customer service requests with a high sense of urgency. The engineer is responsible for identifying, troubleshooting, escalation, and resolving issues affecting customers infrastructure. The engineer is also responsible for communicating status of Network Events to stakeholders using the Incident Management ticketing system. The engineer will work with other tiers and team members to draft and update relevant SOPs and documentation.

Requirements
  • Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %> orally and overall) (Must).
  • Schedule Flexibility (Must).
  • At least three years or qualified experience in a Network Operations Management or Network Engineering role for a large enterprise or service provider environment (Must).
  • Strong working knowledge of the following Layer 1 platforms: Ciena 3500, 5200, 6500, Cisco ONS15454, Turin Traverse 2000 and knowledge in troubleshooting OTN, SONET, DWDM, Carrier Ethernet, T-carrier, and CPE is required. (Must)
  • Routing protocols and related technologies knowledge including OSPF, BGP, EIGRP, MPLS and VPLS is required and experience on L2 switching and spanning tree technologies troubleshooting is desired. (Must)
  • Working knowledge of network transition language (TL1) is required.
  • Working knowledge of Ciena’s Site Manager is highly desired.
  • Working knowledge of Cisco Transport Controller is desired.
  • Ability to identify, correct and update circuit layout records.
  • Ability to effectively use Layer 1 diagnostic tools (JDSU, Digital Lightwave, T-Berd) is required.
  • Ability to lead and direct 3rd party vendors during problem determination/resolution efforts is required.
  • Extensive knowledge of data communication concepts and technologies is required.
  • Various technologies such as NAT, VRF, and virtual/cloud, DNS and Load Balancing technologies is desired.
  • Working knowledge of Cisco and Juniper IOS is required.
  • Cisco CCNA or Juniper JNCIA certification is required.
  • B.S. degree in Telecommunications Engineering, Electrical Engineering, Computer Science or equivalent skills developed industry experience is required.
  • Ability to learn and respond to demands in a fast-paced highly technical environment is required.
  • Ability to manage multiple projects and responsibilities is required.
  • Ability to effectively work in a team environment, as well as, independently is required.
  • Strong organizational, time management, interpersonal, and service delivery skills are required.
  • Strong customer service and communications skills (written and oral) are required.
  • Strong computer skills and proficiency in productivity tools are required.
Responsibilities
  • Primary responsibilities are second level support functions for Networking Layer 1, 2 and 3 through the account for hardware and software problem determination and resolution efforts in accordance with the account’s Incident management.
  • Triage tickets, troubleshoot incidents, and escalate issues to management, Tier 3 level Network Engineers or other teams by following established standard operation procedures (SOP).
  • Identify, diagnose, and resolve problems affecting network performance that have been escalated and unresolved within the NOC team.
  • During significant and multiple customer impacting network outage events, participate in troubleshooting, isolation, and resolution.
  • Draft and Peer Review Standard Operating Procedures (SOP) to ensure consistent and accurate troubleshooting procedures.
  • Demonstrate professional and superior customer service and interpersonal skills while identifying, prioritizing, resolving or escalating issues within SLA guidelines.
  • Monitor tickets to ensure they do not exceed SLAs and contain timely and complete updates.
  • Escalate issues to appropriate on-call departments quickly and efficiently to resolve problems following established escalation matrixes within Service Level Agreement (SLA) requirements.
  • Escalate tickets with service providers to get prompt resolution and focus on the issue while making sure their adherence to the applicable SLA.
  • Perform changes at a network level to avoid impact of planned vendor maintenances/outages.
  • Take ownership of and follow up on escalated tickets to ensure compliance within SLA.
  • Mentor other CMC personnel and participate in career development and coaching.
  • Work with Engineering to improve Tier 1 and 2 troubleshooting while providing permanent solutions to chronic issues.
  • Provide and validate root cause analysis for major and minor network outages.
  • Coordinate vendor activity for the various Layer 1 platforms used across the account’s network.
  • Escalate problems to the internal CMC third level support group and external vendors as required.
  • Identify chronic problems and take action to identify and resolve them.
  • Perform RFO (Reason for Outage) on Transport level problems.
  • Ensure that all changes and maintenance are in compliance with the the account’s Change Control policy and Change Management processes.
  • Assist with weekly and monthly maintenance activities as required for external support vendors or internally requested maintenances.
  • Provide support with implementation of complex solutions for the account’s customers.
  • Maintain technical expertise and required industry certifications and stay current with new and emerging Layer 1 technologies.
  • Provide Layer 1 technical training sessions to the the account’ Team
  • Participate in network disaster recovery tests for the the account’s production network.
  • Continue to expand knowledge of Layers 2, 3, & 4.
  • Identify, diagnose, and resolve problems affecting performance that have been escalated and unresolved within the NOC team.
  • During significant and multiple customer impacting network outage events, participate in troubleshooting, isolation, and resolution.
  • Draft and Peer Review Standard Operating Procedures (SOP) to ensure consistent and accurate troubleshooting procedures.
  • Escalate trouble tickets with service providers to get proper management focus on the issue.
  • Take ownership of and follow up on escalated tickets to ensure compliance with service level agreements.
  • Notify affected customers of planned and unplanned vendor maintenances.
  • Perform other duties as assigned
[iframe src=”https://sykescostaricahr.com/rtforms/apply/new” width=”100%” height=”1500″]

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.