Lead Infrastructure Engineer –Network Operation SME(Subject Matter Expert)

Job responsibilities

• Serve as the primary point of contact for incident problem and change management; risk vendor and client relationships; internal/external communications; service delivery; lifecycle management; and service evolution.
• Support administrative functions required to deliver infrastructure including planning tracking ordering reporting and consumption.
• Execute day-to-day operational duties and define/drive MIS requirements to improve supported business processes.
• Act as the primary customer interface for day-to-day issues questions and service inquiries.
• Lead and coordinate major incident response including running P1 technical bridges and managing communications through resolution.
• Act independently and apply critical thinking to troubleshoot identify root cause and resolve complex mission-critical network issues.
• Serve as an escalation point for 40x 50x and 60x level team members and provide expert guidance during high-severity events.
• Advocate for the customer base during infrastructure or business-critical issues and drive timely remediation.
• Collaborate across high-performing teams and partners firmwide to deliver common goals and outcomes.
• Produce and maintain high-quality documentation by creating original content and updating existing materials.
• Plan track and manage the effective use of technology infrastructure to optimize delivery quality and cost.

Required qualifications capabilities and skills

• Formal training or certification on infrastructure disciplines concepts and 5 years applied experience
• Experience in network operations and infrastructure support including leading P1 technical bridges.
• Deep knowledge of network infrastructure components and the systems used to track and manage them.
• Proficiency in more than one infrastructure technology domain serving as an SME in 23 technologies.
• Strong knowledge of risk and controls and the ability to ensure compliance with company-wide standards.
• Strong communication skills both written and verbal with the ability to explain complex technical findings to management.
• Experience working in a global mission-critical 24x7 environment with multiple vendor and customer relationships.
• Hands-on flexible approach with the ability to perform under high pressure in a fast-paced client-focused environment.
• Experience using protocol analyzers and troubleshooting tools such as Cpacket BigSwitch Wireshark or Riverbed.
• Experience using capacity and monitoring tools such as Splunk SevOne or ThousandEyes.

• Demonstrate experience managing large-scale enterprise network topologies across routing and switching datacenter fabrics wireless and network security/services.
• Hold relevant infrastructure certifications in networking datacenter security or related technologies.
• Apply scripting and automation skills using Python Ansible or similar tools to improve operational efficiency.
• Leverage Linux and version control practices to support infrastructure operations and continuous improvement.