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Support the technical Incident Management Calls and Change Controls through STRONG Technical Network Knowledge, Operational capability, and strong communication skills.
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End-to-end Network & Security Troubleshooting during Incidents.
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Demonstrate technical excellence through technical knowledge.
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Work with global Network Operations leads peers for supporting the global 24x7 shift operations.
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Advocate and ensure that high quality Follow the Sun (FTS) is delivered to receiving teams. As well as support on-call schedule and shifts are available.
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Support continuous improvement in service management for Network Services leveraging enterprise tools and processes (Incident, Problem &Change) and focusing on customer value optimization.
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Supports implement best practices and processes for Network & Security Operations services to maintain availability, reliability, scalability, and security.
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Support for upcoming transformation project which include deployment of new technologies and Hardware and Software Refresh across Ford Infrastructure.
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Collaborate with the Network LAN/WAN & security Engineering/development teams to optimize infrastructure for application performance and scalability.
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Support team members to achieve technical network excellence thru experience, and network Certifications and support training requirements.
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Able to support the team to develop continued improvements leading to an “always on network capability.
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Support and ensure that high quality follow the sun is delivered to receiving teams.
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Actively participate in escalations requests.
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Support a proper follow-up to Business escalations, BR, and DOR.
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Support assurance of up to date sw releases, targeted LDOS, and PSIRTS (security updates)
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Support Network Security Service offering teams to ensure successful change controls.
- Strong Technical Understanding Routing / Switching protocols, Wireless, Data center, WAN/SD-WAN and Network monitoring, observability Tools, Network performance tools.
- Technical strong to lead end-to-end Network Troubleshooting during Incidents.
Experience with Cisco firewalls, Viavi Observer and Wireshark packet analysis.
- Bachelor’s degree in computer science or engineering in Science/Electronic & Communication / Electrical and Electronic Engineering or B-Tech.
- Able to handle incident independently.
- Able to successfully plan, implement, & delivery all Network Change controls.
- Ability to leverage and involve the right technical resources, and partners, and act during an incident or change control.
- Provides tier 2 support and assist with project implementation within the Network environment.
Successful provisioning as well as supervision of, in installation/configuration, operation and maintenance of the systems hardware, software and related to the proxy infrastructure.
- Excellent Communication, including the ability to independently lead an outage incident.
- Solid understanding of Expert customer care business, processes, procedures. Able to represent the end customer as a customer advocate.
- Provide root cause analysis. Assist Incident Management (Return-to-Service) and/or Problem Management (Reason for Outage) by joining incident bridges, and providing root cause analysis, as needed.
- Strong troubleshooting experience with network environments.
- Strong understanding of network troubleshooting Tools.
- Significant technical, functional and hands on experience with networking Services and operations.
- Highly collaborative, with the ability to influence team members.
- Ability to provide a strong point of View as necessary.
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