IP Services Support Engineer

As a member of the team within the UK Technology Network Operations department, you’ll be involved in delivery, operations and 3rd Line support + improvement and expansion of the fully resilient and scalable Network including but not limited to BNG services, Metro backhaul, MPLS Backbone, Peering & Transit, Data centres and network infrastructure providing transport connectivity to Mobile Core, OTT & CDN.

Primary purpose of the role is to represent the Network Management Centre, ensuring new projects & services are transitioned efficiently into Network Operations, additionally providing day-to-day and on-call 3rd Line support with more complex issues & incidents.

Your key responsibilities

The ideal candidate will be a multi-skilled experienced network engineer, capable of understanding, deploying and fixing complex network solutions in a timely manner. To achieve this, you’ll need to act as a subject matter expert for new solutions and provide Tier-3 level support to other operational teams. You’ll also need to:

• Act as an escalation point (3rd Line/Tier-3) for shift teams to help fix complex issues.
• Provide on-call support out of hours as per-rota.
• Become a service and associated technology Operational Specialist in one or more related areas.
• Provide technical consultancy to the business and project teams always considering Operational requirements - reviewing solutions and documentation as required
• Handles service requests, prepares, validates and implements major changes as required
• Agrees KPI’s / SLA’s with internal customers and suppliers; running regular service reviews
• Investigate, resolve and track problems, always considering the impact of issues to the business.
• Perform detailed root cause analysis of Incidents in order to prevent future recurrences.
• Assist with the handling of major incidents and identifying root causes.
• Contribute ideas to achieve a low-touch network management objective.
• Training/Knowledge transfer to shift teams for new services/technology
• 5+ years of experience of working in large scale ISP/Telco networks preferably in Operations as Network/IP Engineer or Network Architect or other similar roles.
• Excellent network troubleshooting skills and have experience handling/fixing critical network incidents and ideally have worked in 3rd Line/Tier-3 Support capacity or equivalent design/engineering role.
• In-depth expert level knowledge of IP Routing Protocols (OSPF/ISIS/BGP), Switching and MPLS based services protocols is essential (CCIE-SP/R&S is a plus but not mandatory)
• Excellent knowledge and 5+ years of experience on carrier grade Cisco/Juniper/Nokia/Huawei routing/switching platforms with understanding of their architecture. [Cisco & Nokia desirable]
• 5+ years of hands-on experience of working with IOS, IOS-XR, IOS-XE, and NX-OS is desirable.
• Hands-on experience on Nokia or Huawei is a plus.
• Good working experience of Load balancers (F5, Brocade and Cisco ACE) is a plus.
• Aware of automation technologies (Scripting skills in Python or Perl is a plus).
• ISP/Telco Application awareness is preferable.
• Superb communications ability, both written and verbal.