Senior Network Engineer

Rackspace Ltd
Hayes, UK
22 Aug 2019
01 Sep 2019
Contract Type
Full Time
This role is a key element within the Rackspace Infrastructure team and is expected to provide a high level of technical expertise to ensure the uptime and maintenance of critical networking systems. A Racker in this role takes ownership of complex network issues and ensures they are resolved and/or successfully documented and handed off to an oncoming shift.

You must actively monitors the Rackspace network at all levels, from top of rack to edge, using various tools and communicates and resolves issues identified or escalates them to the appropriate level. You will also responds to issues escalated to Network Operations via tickets and phone calls from internal customers and is expected to engage directly with external customers via public ticket comments and phone conversations to ensure problem resolution. It is essential that you accept and take ownership through to resolution of issues escalated by other Network Operations Engineers and creates training and mentoring opportunities for those engineers as appropriate.

Technical issues can include troubleshooting latency, packet loss, and poor performance; responding to DDoS attacks; identifying and resolving switch and router hardware and software failures; identifying and resolving configuration inconsistencies; identifying and escalating problems with networking platforms or technologies; planning and conducting complex maintenances to ensure standardization and uptime; and managing Internet providers and connectivity.

Key Accountabilities
  • Provide exceptional customer support via the ticketing system and phone
  • Detect events in a timely manner using monitoring tools
  • Mitigates DDoS attacks to protect customer and shared infrastructure
  • Document planned and unplanned network events in appropriate tracking and turnover systems
  • Troubleshoot and resolve network events and create event documentation accordingly
  • Take ownership of level-appropriate customer requests and issues and engineer escalations, seeing them through to resolution
  • Escalate support requests to next level engineers and communicate with Incident Management as appropriate
  • Escalate to vendors and follow up as needed to ensure problem resolution
  • Adhere to Change Management and Maintenance policy and process
  • Participate and provide input to Root Cause Analysis
  • Take ownership of projects self-identified or assigned and ensure proper and complete documentation and resolution
  • Review, assist in defining, and sign off on policy and process standards
  • Provide on-call coverage for out of hours support

Qualifications & Experience:
  • All supported network platforms (Cisco 2900, 3500, 3700, 4900, 6500, ASR1k, ASR9k, Nexus 3k, Nexus 5k, Nexus 6k, Nexus 7k, Arista 7000, etc...)
  • All supported Layer 2 and 3 protocols and features (STP, HSRP, VLANs, CDP, port-channels, OSPF, BGP, MPLS, DWDM, Fabric-path, etc...)
  • Monitoring systems (Arbor, Zenoss, Syslog, SolarWinds, WhatsUp Gold, etc...)
  • A minimum of 3 years of recent networking experience in a command-line oriented environment
  • At least 18 months of experience with responsibility for configuration and problem resolution of OSPF and/or BGP
  • CCNP-level aptitude
  • A minimum of 12 months of experience in a customer service role
  • Excellent written and verbal communication skills
  • Critical thinking skills and the ability to provide solutions with precision during high-pressure situations
  • Schedule flexibility to include working a weekend day regularly and holidays as required by the business
  • Successful candidate must pass BS7858 security check

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