System Services Representative

Job description

Introduction
The Network support within IBM TLS provides incident and problem management, internal and external customer-driven changes, next generation network evolution guidance, network testing, new network solutions use case validation, break-fix troubleshooting, and maintenance services for all aspects of data networking including but not limited to responsible for ongoing support of our global network infrastructure including routers, switches, datacentre network, transit and transport links which connect data centres sites to other networks and to other datacentre sites. The Network Engineer position is an individual who is an accomplished engineer with experience in network engineering and network operations.

Your Role and Responsibilities
The Network Engineer role includes the following responsibilities:
·  Receive and manage escalations from the TLS customers involving service-affecting issues
·  Troubleshoot, isolate and correct service-affecting issues on the network in areas including but not limited to: routing protocols, routers, switches, firewall administration, MPLS, BGP, VPN, load balancing
·  Plan, schedule, and implement network maintenance activities which include software upgrades, hardware replacement and network infrastructure augments/changes.
·  As needed, implement approved routing policy changes/corrections to mitigate points of traffic congestion on the network due to planned or unplanned incidents
·  Create network connectivity diagrams and other documentation of live network environments for internal and customer use
·  Incident management during critical events that impact the network, including internal and external communications and then root cause analysis efforts.
·  Performance analysis and optimization
·  Communicate effectively with internal and external audiences with varying levels of technical expertise
·  Maintains high quality customer service to internal and external groups when needed

Required Technical and Professional Expertise

·  Holding a bachelor degree from a recognized university in a technical discipline such as engineering, computer science, or information technology.

Preferred Technical and Professional Expertise

·  More than 3 years of experience specifically in Enterprise Networking environments