As Network Operations Lead (GSR7), based in Indiayou will be a technical lead supporting Ford's Enterprise Network Operations transformation along with Security operations. You will be supporting the 24x7 Global Network Operations (LAN/WAN, Security & Proxy) team to a center of technical excellence and customer Advocacy. The Global Network & Security Ops lead is responsible for successful Network Operations including the incident, change implementation and problem management procedures. This is a key role to ensuring the support of network availability Global Network Product offerings. This position will be part of Ford's Enterprise Tech Operations department and will report to the Reginal Network Operations supervisor, based in same or another region. The lead needs to lead and ensure "Always On" (24 x 7) availability of Ford Global Network Product offerings, working with Network Operations Peers from other regions.
This role will also be driving towards supporting full observability and Monitoring, process response, and technical capability to ensure customer up time of 99.999%+. We are supporting to significantly reduce the number of incidents and reducing recovery time during an incident. Includes following the KPI Metrics to achieve meaningful customer satisfaction and uptime. This position requires a wide range of skills and experience.
ResponsibilitiesSupport the technical Incident Management Calls and Change Controls through STRONG Technical Network Knowledge, Operational capability, and strong communication skills.
End-to-end Network & Security Troubleshooting during Incidents.
Demonstrate technical excellence through technical knowledge.
Work with global Network Operations leads peers for supporting the global 24x7 shift operations.
Advocate and ensure that high quality Follow the Sun (FTS) is delivered to receiving teams. As well as support on-call schedule and shifts are available.
Support continuous improvement in service management for Network Services leveraging enterprise tools and processes (Incident, Problem &Change) and focusing on customer value optimization.
Supports implement best practices and processes for Network & Security Operations services to maintain availability, reliability, scalability, and security.
Support for upcoming transformation project which include deployment of new technologies and Hardware and Software Refresh across Ford Infrastructure.
Collaborate with the Network LAN/WAN & security Engineering/development teams to optimize infrastructure for application performance and scalability.
Support team members to achieve technical network excellence thru experience, and network Certifications and support training requirements.
Able to support the team to develop continued improvements leading to an “always on network capability.
Support and ensure that high quality follow the sun is delivered to receiving teams.
Actively participate in escalations requests.
Support a proper follow-up to Business escalations, BR, and DOR.
Support assurance of up to date sw releases, targeted LDOS, and PSIRTS (security updates)
Support Network Security Service offering teams to ensure successful change controls.
- Strong Technical Understanding Routing / Switching protocols, Wireless, Data center, WAN/SD-WAN and Network monitoring, observability Tools, Network performance tools.
- Technical strong to lead end-to-end Network Troubleshooting during Incidents.
Experience with Cisco firewalls, Viavi Observer and Wireshark packet analysis.
- Bachelor’s degree in computer science or engineering in Science/Electronic & Communication / Electrical and Electronic Engineering or B-Tech.
- Able to handle incident independently.
- Able to successfully plan, implement, & delivery all Network Change controls.
- Ability to leverage and involve the right technical resources, and partners, and act during an incident or change control.
- Operation and Maintenance of current on-premises proxies Cisco WSA. Lead or participate in potential Cloud Proxy migration effort.
- Provides tier 2 support and assist with project implementation within the Network environment.
Successful provisioning as well as supervision of, in installation/configuration, operation and maintenance of the systems hardware, software and related to the proxy infrastructure.
- Excellent Communication, including the ability to independently lead an outage incident.
- Solid understanding of Expert customer care business, processes, procedures. Able to represent the end customer as a customer advocate.
- Provide root cause analysis. Assist Incident Management (Return-to-Service) and/or Problem Management (Reason for Outage) by joining incident bridges, and providing root cause analysis, as needed.
- Strong troubleshooting experience with network environments.
- Strong understanding of network troubleshooting Tools.
- Significant technical, functional and hands on experience with networking Services and operations.
- Highly collaborative, with the ability to influence team members.
- Ability to provide a strong point of View as necessary.
- 7+ years of Experience in Cisco Network Administration, Network Operations (LAN/WAN) or Network Engineering, configuring, implementing, and troubleshooting.
- 3+ years of hands-on experience with Network Operations Monitoring and response Centers.
Preferred Qualifications/Skills & Expertise - Ability to develop and deliver detailed issue summary and concise messages to supervisor / Management (+LL6)
- Possess a high tolerance for ambiguity and ever-changing dynamic environment.
- Network Certifications such as CCNA (Cisco Certified Network Associate) or CCNP (Cisco Certified Network Professional)
- Experience working in a TAC environment/Customer support.
- Advocate for DevOps mindset and culture, collaboration, flexibility, and cross domain knowledge
- Endless Desire to Learn
- Working experience in supporting network operations and monitoring center.
- Strong technical experience in Routing / Switching/ Wireless/Load Balancers/ Cisco ACI & SDWAN
- Strong troubleshooting skills in LAN, Wireless and WAN environments involving Cisco devices.
- Good Communication, Business Development & Negotiation skills
- Work with external Vendors like Cisco or WAN service providers to resolve any network issue.
- Implement complex network change requests.
- Experience with Cisco DNA, SD-Access, ISE, Wireshark, Gigamon, Splunk and Thousand Eyes.
