Network Operations

• Provide Tier 1 through Tier 3 network operations support, from triage and connectivity checks to routing protocol troubleshooting, VLAN changes, and firewall rule analysis
• Work a staggered West Coast shift extending enterprise coverage from 7:00 AM Eastern through 5:30 PM Pacific
• Participate in the 24x7x365 on-call rotation and respond to Priority 1 incidents within 15 minutes
• Prepare Methods of Procedure for every configuration change, including rollback plans and risk assessments, and carry them 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 terminating circuits for latency, jitter, packet loss, and availability
• Open and manage trouble tickets with MPLS carriers and transport providers, escalate through vendor management chains, and schedule intrusive testing windows
• Own incident and internal communications during circuit outages, providing hourly status updates until service restoration
• Apply Quality of Service markings and policy on customer edge routers for mission data and VoIP traffic
• Perform on-premise hardware work at the Seattle data center, including rack and stack, fiber and copper cabling, and hardware replacement with RMA processing
• Support Data Center Interconnect tuning for storage replication and continuity of operations
• Monitor rack power and cooling and alert facilities management to deviations
• Produce quarterly capacity planning reports analyzing port density and bandwidth utilization and forecasting hardware procurement needs
• Support failover testing of internet, DMZ, and cloud access paths with the security team