Sr. NOC Engineer

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.    

F5 is at the heart of modern applications that are enabling digital transformation across the globe. We give the world’s largest businesses, service providers, governments, and consumer brands the ability to securely deliver every app, anywhere—with confidence. We do this by working collaboratively in an innovative environment, helping each other succeed. We take extraordinary pride in being trusted advisers to our customers, offering the best solutions for their interests.  

Position Summary 

You will be a member of the Network Operations Center Tier-2 team with strong technical acumen in network automation. You will work on providing in-depth analysis and troubleshooting on network and infrastructure issues that cannot be resolved by Tier-1.  

You will be a part of an advance technical team responsible for supporting and troubleshooting F5’s products and services including cloud, data centers, local & wide area networks, switching, routing, security, remote access, and application issues with production services. This opportunity is a leadership role within the NOC team driving our tooling automation, focusing on technical leadership to ensure the achievement of our 99.999% network availability SLO for our customers. The ideal candidate will possess hands-on experience in implementing automation for network monitoring and alerting to enhance efficiency and responsiveness. 

NOC Engineers meticulously examine alerts and triggers raised in the ticketing system, promptly notifying the customer of any substantial impact, and take proactive measures to initiate a remediation process aimed at restoring degraded services. This may involve rerouting traffic through alternative tunnels, taking other impact mitigating actions or collaborating with the Engineering team for swift product fixes or the declaration of broader incidents.  

What will you do? 

Engineering & Analysis: (60%) 

• As Tier-2 support, you will expediently and adeptly tackle technical issues raised by Tier-1 engineers with a focus on reducing the need for problem escalations to the engineering team.  

• Enhance the observability of network infrastructure by implementing numerous automations, advanced monitoring solutions, analyzing data trends, and proactively identifying potential issues from alerts and triggers to ensure a seamless and reliable network experience for our customers. 

• Configure and manage customized alerting systems for DDoS attack, availability, latency, packet loss, etc., across various layers of the network. 

• Proactively engage with Customer Success team upon triggered alerts to deliver insightful information on the nature and the reason behind the alerts or network performance degradation. 

• Conduct thorough Root Cause Analysis (RCA) of network incidents to identify underlying issues causing disruptions or failures. Develop and implement effective solutions and preventive measures to mitigate identified root causes. 

• Troubleshoot and implement advanced network configurations including SDN, IaC, switches, routers, firewalls, load balancers, WAF, DDoS, DNS, and Cloud networking environment. 

• Design and implement automated processes to deploy, monitor and maintain network systems. 

• Proactively ensure ongoing communication with teammates, customers, and stakeholders for ongoing network issues until a closure is reached. 

• Lead solution requirements definition, evaluation, and selection for network technologies and services according to customers’ input and requirements. 

• Review and approve team deliverables including customer updates, documentation changes, and network issue handling procedures. 

Production support: (40%)  

• Proactively monitoring network performance, troubleshoot issues, and optimizing network incident triggers configurations for maximum efficiency and uptime. 

• Engage in complex troubleshooting including running maintenance and recovery tasks interpreting alarms and errors in the logs and performing maintenance to correct problems. 

• Collaborate with vendors and other technical personnel to resolve technical issues and achieve highest levels of systems and infrastructure availability. 

• Serve as the designated subject matter expert on network matters within a cross functional team. 

• Handle and escalate as needed significant network impacting alerts ensuring swift resolution. 

• Participate in customer calls, providing detailed and regular updates on critical issues. 

• As a technical lead, help the team address operational issues as they arise (incident management) 

• Perform Tier-2 troubleshooting on complex network problems, solving them independently as you address these advanced networks operational issues. 

• Communicate with impacted users throughout the troubleshooting/remediation process as needed. 

• Participate in on-call rotation and shift duties in line with the 24/7 business operation. 

Knowledge, Skills and Abilities  

• Experience in Application and infrastructure Monitoring (Graphana, Nagios, New Relic, Cosmos, Splunk, Zabbix, etc.)  

• Demonstrated a strong understanding of F5 products and applications. 

• Demonstrated understanding of universally available network solutions, OSI networking model and troubleshooting. 

• Extensive knowledge of network protocols (OSPF, BGP, STP, TCP, UDP, IPv6, QoS, etc.) 

• Experience with network automation and CI/CD (e.g. python, Ansible, ZTP, Jenkins, git, or similar) 

• Demonstrated ability to work under pressure and to effectively communicate problems and solutions to customers and major stakeholders within the organization. 

• Ability to work independently in debugging and troubleshooting network related issues. 

• Effective time management and ability to organize and prioritize tasks. 

• Communication, planning, documentation skills, and excellent customer service skills. 

• Strong problem-Solving and analytical skills, with keen attention to detail. 

How do you qualify?

• Showcase 5-8 years of network support experience and strong technology background in managing and troubleshooting Multi-OS LAN/WAN-SDWAN infrastructure for a large enterprise, preferably in Network Operations center (NOC) setting.  

• Hold a BA/BS in any Computer Science, or commensurate career experience  

Nice to have:  

Current Industry certifications (CCNA, CCNP) in networking technology any current manufacturer of networking equipment and / or Kubernetes, AWS EKS, and Linux administration. 

Physical Demands and Work Environment 

• Duties are performed in a normal office environment while sitting at a desk or computer table.   

• Duties require the ability to utilize a computer, communicate over the telephone, and read printed material. 

• Duties may require being on call periodically or working outside normal working hours (evenings and weekends).  

• Duties may require the ability to travel via automobile or airplane, approximately 5% of the time spent traveling. 

• Job may be performed on-site at a customer facility or data center, or in an F5 or home office environment sitting at a desk or computer table.  

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