Network Operations

• Serve as the incident response manager for incoming tickets, owning triage, categorization, and routing to Tier 2 and Tier 3 engineers
• Perform first-tier diagnostics, including connectivity verification, interface status checks, and switch port resets
• Monitor the enterprise monitoring platform for alarms and open tickets proactively when thresholds are crossed
• Escalate against defined service levels so that Priority 1 incidents receive a response within 15 minutes
• Track ticket aging and flag overage tickets before they breach a service level
• Open, update, and close tickets in ServiceNow ITSM, capturing problem statements, actions taken, and resolutions
• Process network service requests submitted through the service catalog
• Provide status updates to requesters and government stakeholders throughout the incident lifecycle
• Supply ticket metrics and service level performance data for weekly and monthly status reports
• Write and maintain How-To articles for common troubleshooting steps
• Keep topology diagrams and asset inventories current as devices are added, replaced, or retired
• Support device inventory validation across Cisco Catalyst and Nexus switches, Cisco Firepower Threat Defense firewalls, Cisco ISE appliances, and Ubiquiti UniFi and Meraki switches
• Assist senior engineers with monitoring configuration, dashboard upkeep, and change documentation

Junior Network Operations

• Deliver Tier 1 through Tier 3 network operations for the headquarters campus and East Coast footprint of a federal enterprise network
• Open the operational day at 7:00 AM Eastern and monitor LAN, WAN, and carrier MPLS circuit health across approximately 50 nationwide sites
• Provide on-premise technical support for headquarters infrastructure
• Provide triage, connectivity checks, port resets, routing protocol troubleshooting, VLAN changes, and firewall rule analysis
• Work the East Coast shift, typically 7:00 AM to 3:30 PM Eastern
• Participate in the 24x7x365 on-call rotation and respond to Priority 1 incidents within 15 minutes
• Prepare Methods of Procedure with rollback plans and risk assessments and carry changes through the Change Control Board
• Maintain topology diagrams, asset inventories, and knowledge base articles
• Record activity in ServiceNow ITSM and report ticket status, overage tickets, and service-level performance monthly
• Monitor customer edge routers and circuits, tracking latency, jitter, packet loss, and availability
• Manage trouble tickets with MPLS carriers and transport providers and schedule intrusive testing windows
• Own incident and internal communications during circuit outages and provide hourly status updates until restoration
• Apply Quality of Service markings and policy on customer edge routers
• Perform headquarters rack and stack, structured cabling, and hardware replacement with RMA processing
• Serve as the on-site technical presence when remote access is unavailable or tasks cannot be delegated
• Support access-layer readiness for 802.1X enforcement and failover testing of internet, DMZ, and cloud access paths
• Travel to data center and regional sites as directed for physical infrastructure work