IP Production Services Specialist, Level II

• Provide front-line support to end users for incidents and problem management governance
• Lead triage activities for business-impacting production incidents
• Ensure compliance with incident and problem management policies and procedures
• Restore complex production incidents under tight Service Level Agreements
• Pursue root cause analysis and problem resolution follow-ups
• Lead production support triage, manage bridge-line troubleshooting, conduct technical research, and escalates issues
• Record and document impacts in the system of record
• Maintain documents, runbooks, and wikis for triage use
• Document application flows, upstream/downstream outage impacts, customer experience, and support contacts
• Validate business impacts using monitors, dashboards, and logs
• Communicate technical status updates to leadership, stakeholders, and vendors
• Manage root cause, resolution, preventative actions, and change requests
• Promote and enforce production governance during triage, testing, and fixes
• Identify production failure scenarios, vulnerabilities, and observability improvements
• Serve as subject matter expert for applications within the portfolio
• Assess and prioritize research requests, ad hoc reports, and offline incidents
• Provide operational support for F5 Networks, VMware ALB (Avi), Blue Cat on-premises and Cloud Resolver
• Support security-related network components including firewall, proxy, and content inspection infrastructure
• Conduct proactive network reviews and disaster recovery testing
• Adhere to design standards and global design authority processes
• Assemble professional documents using existing templates

• 7+ years of experience with network protocols, models, and technologies
• Strong understanding of application layers 5–7
• Knowledge of DNS, DHCP, SSL/TLS, HTTP/S, and SNMP
• Fundamental understanding of layers 1–4, including TCP/IP, Ethernet, ARP, and physical constructs
• Experience with F5 Load Balancing (LTM, GTM, APM)
• Experience with Blue Cat DNS/DHCP/IPAM and Blue Cat Cloud Resolver
• Experience with VMware Advanced Load Balancer and private and/or public cloud support
• Expert experience troubleshooting complex networking problems
• Experience with JIRA and Confluence
• Understanding of configuration management tools such as Forward Networks and HPNA
• Experience using advanced tooling including Net Scout, Wireshark, Splunk, Sev One, HPNA, and IBM Watson
• General experience with network automation tools and processes
• Strong technical acumen and analytical skills
• Excellent client interfacing skills
• Strong verbal and written communication skills
• Ability to work with all levels of management
• Experience aligning actions to business impact and service restoration
• Experience operating across different time zones and ability to work varied hours
• Desired: networking design, implementation, or operations experience
• Desired: relevant industry certifications in network technologies
• Desired: cloud and SDN experience, including VMware NSX and Arista Cloud Vision
• Desired:
  Azure and AWS experience
• Desired:
  Python, Ansible, YAML, Django, API calls, and frontend web development
• Desired: financial services experience
• Desired: WAN, MAN, LAN, optical, routing, switching, proxy/threat prevention, firewall, and AAA experience

Demonstrates extensive experience in incident and problem management, with a strong focus on network protocols and technologies. Proficient in troubleshooting complex networking issues and ensuring compliance with governance policies while effectively communicating technical updates to stakeholders.

• Incident And Problem Management
• Network Protocols And Technologies
• F5 Load Balancing
• Root Cause Analysis
• Technical Communication

• Network Protocols
• Application Layers 5–7
• DNS
• DHCP
• SSL/TLS
• HTTP/S
• SNMP
• TCP/IP
• F5 Load Balancing (LTM, GTM, APM)
• Troubleshooting Complex Networking Problems

• Client Interfacing Skills
• Verbal Communication Skills
• Written Communication Skills
• Analytical Skills

• Relevant Industry Certifications In Network Technologies

• Financial Services
• Cloud Experience
• SDN Experience
• Azure
• AWS

• F5 Networks
• VMware ALB
• Blue Cat DNS/DHCP/IPAM
• JIRA
• Confluence
• Net Scout
• Wireshark
• Splunk
• Sev One
• IBM Watson