Senior Network Engineer

Job Description

Purpose

• To assure the company's competitive strength and business growth through the provision of the highest quality technical Service Operations to company customers
• Perform all Service Operations activities according to company standards and procedures, maximizing customer satisfaction by the delivery of first-class support activities.
• To manage and assist the Service Operations team to ensure service delivery quality is maintained through direct assistance in Troubleshooting, implementing, and improving working processes and procedures.

Key Responsibilities:

• Ensure that customer and product/service documentation is up to date and take appropriate actions to have them updated as required.
• Provide Service Operations support to internal and external customers in accordance with the terms of the customer contract and SLAs.
• Carry out incident and problem management support to the highest standards and co-ordinate the resolution with the appropriate resolver groups.
• Monitoring client security infrastructure, identifying and reporting Real Time attacks and vulnerabilities on the client network.
• Identification of incidents and subsequent analysis and investigation to determine their severity and the response required.
• Maintain a keen understanding of evolving threats and vulnerabilities to ensure the security of the client network.
• As required update Protective Monitoring/SOC documentation, processes and procedures and ensure currency.
• Ensure shortest possible restoral times possible, initiating the timely escalations to specialized Resolver groups inside and outside COMPANY, according to the customer contracts and SLAs and monitoring requirements.
• Improve MTTR and overall Customer experience with Operations Team.
• Adhere to installation guidelines and industry best practices in order to deliver quality Service Operations.
• Reporting and escalating all observed problems to proper company operational escalation points.
• Report on the monthly performance of the team and provide feedback to the relevant management teams.
• To ensure the Service Operations team adheres to the highest working standards for all incidents and problems by providing guidance, support, and direct management.
• Manage the first line responsibility and budgets for the different teams under Service Operations, including Quality of service provided and Escalations.
• Help when needed in Change Management, Configurations, Design, and Implementation of the supported Product & Systems.
• Supervise staff and ensure adequate training and development is provided to them and carry out annual reviews and input into the performance appraisal process.
• Conducts the analysis, definition, documentation, and testing of application & systems enhancements.
• Identify knowledge and documentation gaps, and ensure there is a process to get up-to-date information through a knowledge repository
• When/where required, be contactable for escalations and support, on and on-call standby basis
• When/where required, perform assigned tasks on 24 x 7 shifts basis.