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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in troubleshooting and managing complex network environments, including Cisco enterprise networking, SD-WAN, and security platforms. Proficient in incident management, problem resolution, and technical documentation within a 24 x 7 service model.
Highest-signal resume keywords
Cisco Enterprise NetworkingAdvanced TroubleshootingSD-WAN ManagementIncident ManagementTechnical Writing
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Act as a Tier 3 subject-matter escalation point for complex incidents and service degradations
- Perform alert validation, incident triage, service-restoration actions, incident remediation, problem management, root-cause analysis, post-incident reviews, known-error tracking, and corrective-action follow-up
- Plan and implement approved standard, normal, and emergency changes with impact assessment, maintenance-window coordination, rollback planning, validation, closure documentation, and follow-up actions
- Coordinate OS, firmware, and infrastructure patching activities within the approved scope
- Provide remote break-fix and engineering support for routers, switches, firewalls, load balancers, network access control, Cisco ACI/APIC, WAN edge devices, VPN infrastructure, routing and switching protocols, VLANs, segmentation, QoS, and high-availability pairs or clusters
- Monitor, investigate, and improve infrastructure availability and performance using health, capacity, telemetry, configuration, threshold, log, interface, latency, jitter, packet-loss, redundancy, and failover indicators
- Troubleshoot and manage Cisco SD-WAN controllers, edge devices, overlays, tunnels, internet circuits, Starlink connectivity, and site-to-site or remote-access VPN services
- Support wireless controllers and access-point infrastructure, including availability, registration, RF utilization, authentication failures, roaming, interference, firmware, backups, security alerts, capacity, and coverage
- Monitor and manage optical network nodes supporting dark-fiber connectivity and coordinate vendor escalation
- Support voice and unified communications platforms, including AudioCodes, Cisco Webex Contact Center, and Microsoft Teams voice/Direct Routing integration
- Maintain HLD/LLD documentation, diagrams, configuration records and backups, SOPs, runbooks, troubleshooting procedures, IPAM/DNS/DHCP records, inventories, monitoring definitions, change logs, and knowledge-base articles
- Use operational platforms such as LogicMonitor, Cisco Catalyst Center, Cisco ThousandEyes, NetBrain, SolarWinds, Cisco SD-WAN Manager, and the Client’s ITSM platform
- Provide technical input for recurring service reviews covering infrastructure health, incidents, capacity, performance, lifecycle concerns, risks, documentation, vendor cases, and continuous improvement
- Communicate with the Client during incidents and escalations, maintain work notes and resolution records, validate restoration, and support knowledge transfer
Requirements
What you’ll need- Senior-level experience supporting large, distributed enterprise or public-sector network environments in a managed-services, NOC, infrastructure operations, or similar operational model
- Demonstrated advanced troubleshooting across routing, switching, firewalls, VPN, wireless, SD-WAN, network segmentation, QoS, high availability, and network performance
- Hands-on expertise with Cisco enterprise networking, including Catalyst, Nexus, ISR/ASR/Catalyst 8000, ACI/APIC, BGP, OSPF, EIGRP, and Spanning Tree
- Experience with Palo Alto, Cisco ASA/Firepower, and Meraki security or SD-WAN platforms
- Experience with enterprise wireless controllers and access points, RF health indicators, authentication, roaming, interference analysis, capacity, coverage, and firmware lifecycle support
- Ability to troubleshoot latency, jitter, packet loss, bandwidth saturation, interface errors, adjacency failures, tunnel health, route selection, failover, and cross-provider connectivity conditions
- Experience with carrier and vendor case management, including evidence collection, coordinated testing, escalation tracking, stakeholder communication, restoration validation, and closure documentation
- Familiarity with voice and UC infrastructure, including SIP, SBCs, gateways, Direct Routing, call setup, signaling, media paths, codec negotiation, call-quality indicators, and carrier trunks
- Ability to use monitoring and management platforms, interpret telemetry and logs, correlate alarms, identify actionable conditions, and distinguish local, overlay, carrier, platform, and application-related causes
- Working knowledge of ITIL-aligned incident, problem, change, configuration, capacity, knowledge, and vendor-management practices
- Strong technical writing skills for diagrams, SOPs, runbooks, RCA/PIR documents, change records, knowledge articles, configuration records, and client-facing updates
- Ability to work independently in a dedicated client role while collaborating effectively with service-desk, NOC, engineering, service-management, and client teams
- Ability to participate in after-hours maintenance, major-incident response, or escalation coverage as required by the 24 x 7 service model
- Must be eligible to work as a US-based iT1 employee and perform services remotely or locally as required
- Cisco CCNP or higher
- Palo Alto Networks Certified Network Security Administrator (PCNSA) or comparable firewall certification
- Cisco Certified Specialist credentials in enterprise core, advanced routing, SD-WAN, wireless, security, or data center technologies
- Microsoft certification related to Teams voice, collaboration, or communications systems
- Sit at a computer for 8 hours per day
- Keyboarding for 8 hours per day
- Near Vision (working with small objects or reading small print)
- Speaking (communicating information to clients / coworkers)
- Hearing Requirements (In person speech, telephone, other sounds)
Benefits
Comp & perks- Medical, dental, and vision benefits with highly subsidized premiums
- Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
- 401(k) Plan with employer match
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Routing ProtocolsSwitching ProtocolsFirewall ManagementVPN ConfigurationWireless InfrastructureNetwork SegmentationQoS ImplementationLatency TroubleshootingTelemetry AnalysisChange Management
Soft Skills
Effective CommunicationIndependent WorkCollaboration
Tools & Technologies
Cisco CatalystCisco ACI/APICPalo Alto NetworksCisco SD-WAN ManagerLogicMonitorSolarWindsCisco WebexMicrosoft Teams
Certifications & Qualifications
Cisco CCNPPalo Alto Networks Certified Network Security Administrator (PCNSA)Cisco Certified Specialist
Industry Keywords
NOCManaged ServicesInfrastructure OperationsITIL PracticesVoice and Unified Communications