Lead Network Engineer, Tier 2

Team description & Purpose of Role:

The Tier 2 Enterprise Operations Center team manages and maintains GTT’s international network on 24/7 schedule. The team represents a highly skilled, intelligent, and efficient break/fix organisation, with a customer centric focus, serving GTT’s Premium customer base.

The team has a strong focus on consistency and process, working in conjunction with other areas of the GTT business to deliver a world-class customer experience.

The Tier 2 Enterprise Operations Center team is responsible for the overall technical and operational quality and handling of incidents, problems, and change requests. The team holds the responsibility for technical validation and analysis, communication with customers and third parties, including both vendors and suppliers, and ultimately the customer satisfaction of GTT’s customer base.

Job Responsibilities:

Overall responsibility: Technical and Operational validation. Acting as a technical and operational interface with other departments and 3rd parties, representing the GTT Enterprise Operations Center team.

• Break/fix support for customer services across the GTT’s international network.
• Owns incidents, resolves them swiftly and drives through to final fix, while working with customers and other internal and external teams as appropriate.
• Escalation to vendor support and other internal teams, to ensure prompt and satisfactory resolution of issues.
• Provide concise and relevant action plans for teams, to resolve network and customer issues efficiently.
• Communication and documentation of customer and service-specific support information.
• Pro-active problem management, based on technical and trend analysis, to ensure service stability and take preventative action taken where possible.
• Configuration of network elements and migration of services.
• Ensure operational processes are followed and deliver best-in-class technical support, while maintaining a stable and resilient network.

Experience Required:

• Minimum 4 years of experience, within operations of a Telco, Service Provider or other similar environment.
• General knowledge of telecom industry and standards. Excellent fault diagnostics and troubleshooting abilities.
• Strong understanding and demonstrable experience with SD-WAN, Security and SASE products, from various vendors – VMware Velocloud, SilverPeak/Aruba, Palo Alto, Fortinet and others.
• Strong understanding and demonstrable experience with routing protocols (BGP, ISIS, OSPF, EIGRP) in a Service Provider environment.
• Strong understanding and demonstrable experience with L2 technologies (VLANs, Q-in-Q, Trunks, VTP, Spanning-tree protocols, Aggregation/LACP) in a Service Provider environment.
• Strong understanding and demonstrable experience with MPLS, L3VPN & L2VPN solutions.
• Strong Cisco hardware and IOS knowledge is a benefit.
• Strong Juniper and JUNOS knowledge is a benefit.
• Basic knowledge of UNIX tools and operations.
• Qualification: Cisco CCNS/CCNP, Juniper JNCIS/JNCIP, Fortinet FCS/FCP, Palo Alto PCNSE/PCCSE, or other similar training & certification, for this level of qualification, is an advantage.

Person Specification:

• Professional, structured and proactive approach
• Self-motivated, with excellent interpersonal and communication skills
• Positive and approachable team player
• Calm and productive under pressure
• Detail-oriented and organised approach to work
• Efficient and productive, with good time management skills
• Able to resolve problems quickly and effectively
• Able to work in a team with little supervision and using own initiative
• Highly service oriented with strong customer-facing skills
• Flexible approach: able to work under pressure and occasional extended hours
• Pro-active approach towards problems presented
• Strong team spirit
• Able to make decisions, follow support procedures, prioritise tasks
• Able to handle multiple support tickets in a professional manner

Work Shifts: 24×7 rotation (2x day shifts; 2x night shifts; 4 days off)