What you will do:

This Network Operations Engineer role will be primarily focused on providing network support across the APAC region but will also be part of a global team providing 24×7 support (using a follow-the-sun model) for the organization’s global production network infrastructure. They will undertake and manage in depth troubleshooting activities, plan customer facing activities under guidance, monitor and manage networks in production, colocation, lab and customer monitoring environments and investigate and help resolve issues on JCI’s network and IT estates using agreed troubleshooting methodologies. Team members also collaborate with customers (JCI employees) and peers across IT Operations and Engineering teams to facilitate effective handling of service requests, projects and service impacting issues.

How you will do it:

• Incident Management – Proactive checkouts and monitoring to avoid service outages or limit their impact. Troubleshooting and fault isolation to restore service when necessary.  
• Problem Management – Solutions for Incident Management from Case Study evaluations. This includes development of the related root cause flow charts and troubleshooting procedures that streamline the time required to isolate faults and restore service.  
• Operational Readiness for New Services – Completing checklists that support pre-production deployment of network services. This includes assurance that Network Operations has updated management for all related network components, is performing pro-active routines to ensure optimal network health, understands the service and it’s dependencies, and the staff is capable of performing established recovery procedures.  
• Change Management Planning and Configuration Implementation – Coordination of changes at the CAB and periodic quality reviews with Engineering. Implementation of tasks assigned to Network Operations and support for those implemented by Network Engineering.  
• Service Requests, Network Maintenance, and Operational Support – Executing requests for analysis or support. Representing Network Operations’ strategic initiatives such as vendor service level reviews, Asset Management, and Capacity Management. Coordination and support for pro-active maintenance activities required to keep the infrastructure in good health.  
• Process Improvement – Specific tasks assigned by management to own that deliver operational support improvements to a technology, process, tool, or service.  

What we look for:

• Experience of the day-to-day support of a multi-site enterprise network.
• Experience in incident management, service request management and problem solving.
• Knowledge with Cisco/Meraki LAN, WLAN & WAN technologies.
• Knowledge routing protocols (OSPF, BGP).
• Knowledge of Firewall technologies (Cisco ASA, Fortinet, Palo Alto, etc) is desirable but not essential.
• Knowledge of Cloud Services (Azure, AWS, GCP) is desirable but not essential.
• Certification to CCNP, CCIE level or equivalent would be desirable.
• Experience working in an ITIL orientated environment.