The Senior Engineer is a regionally based member of a 24x5 global team with peer positions in the US, EMEA and APAC regions sharing on-call duties related to off-hours escalations. The successful candidate will be capable of meeting demands for timely customer facing feedback on on-going escalated issues, root cause reports and will drive internal technical teams towards the effective and efficient operations activities as assigned by regional or global mgmt. They will provide superior support to dedicated Client environment in a complex network and/or hosting solutions architecture. The ideal candidate will have extensive operational experience in financial market data infrastructure systems and will have a broad understanding of networking technologies which support it.
Position Objectives:
- Deliver superior customer service through professional, comprehensive, and timely communication for all Incidents and Requests for Change
- Ensure timely response, escalation, and resolution to promote the rapid restoration of services for all incidents
- Through review and approval, ensure methodical and successful execution of customer change requests
- Maintain system stability through advanced troubleshooting, timely resolution of customer incidents, and proactive maintenance
- Maintain and improve client loyalty and Net Promoter scores
- Partner with the Account and Sales team and aid in the regular Service Reviews. Work with the Account team to built a strong client relationship and grown revenue.
- Essential Duties:
- Identify, resolve, and/or escalate hosting issues according to procedural documentation and training
- Creative problem-solving to identify the source of problems
- Create or update documentation including network diagrams, procedures, and policies to ensure consistent support of customer environments
- Through customer consultation, realize growth opportunities for production customer environments.
- Provide guidance to adjacent support tiers to assist in resolution of complex network, system and security incidents
- Provide and obtain timely updates to/from relevant parties (internal and external)
- Partner with the Problem Management Centre to reduce re-occurring incidents
- Provide consultative assistance to the Operations Centre during off hours as needed
- Review system and network configurations with Service Delivery to ensure successful implementation of services into production
- Support Service Delivery activities as required
- Assist with implementation efforts as a technical escalation point
- Provide Q/A of implementation work or MOP's (Method of Procedure)
- Assist with Implementation activities during times of high volume
- Support large scale projects that require a more senior Technical Engineer
- Perform incident trend analysis to promote a stable solution within the environment.
- Other duties as assigned
Essential Skills:
- Previous Operating Systems support experience in enterprise, IT or service provider environment
- Hands on experience with the following:
- Support and analysis of firewall and security technologies (IDS,IPS,)
- Virtual and physical security technologies (ie. Cisco ACE/FWSM, ASA, IP tables, ACL, Fortigate, etc.)
- Layer 2 and 3 networking technologies (Cisco 6500 series & Juniper devices) as well as configuring and troubleshooting VRFs and VLANs.
- Expertise with MPLS (Multiprotocol Label Switching)
- Expertise with the following protocols
- Routing Protocols (BGP, OSPF, EIGRP, RIP)
- Multicast protocols (PIM, IGMP, MVPN)
- Support expertise of System Load balancers (F5, Cisco ACE, Inkra)
- A commitment to delivering a superior customer experience through direct interaction with customers during support and change management
- Technical certifications in areas of expertise (Cisco, Juniper, Nortel)
- Ability to quickly adapt to advancing technologies and procedural changes
- Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution
- Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
- Ability to work well in team environment
Desired skills:
- Experience diagnosing complex issues through packet capture analysis (Wireshark, tcpdump, snoop, Sniffer Pro)
- Familiarity with:
- Linux Systems (Red Hat Enterprise Linux 5 and 6, Solaris 10)
- Windows Server Systems (Windows 2003 /2008)
- Knowledge of Shell scripting/Perl/Expect/Powershell and/or other scripting languages.
- Hardware and firmware exposure in a physical systems environments (HP, Sun)
- Database administration
- Familiarization with ITIL guidelines and practices
- Six Sigma or other process improvement methodologies
- Project Management experience
Education or Equivalent Experience:
- Bachelor's degree or equivalent education in related fields
- Certificates of training in associated fields/equipment (CCNA/CCNP/Juniper)
- Minimum 6-8 years of experience in related IT Field
