Job Summary:

The Level 3 Engineer is responsible for handling NOC escalations around incident and problem management and assist with resolving these issues primarily around products & technologies.  The ideal candidate will have deep technical expertise with design and troubleshooting and recommending solutions and/or process changes.  The Level 3 engineering role within our organization is someone that acts independently to determine and develop approaches to solutions, has general knowledge of other related disciplines, and interacts frequently with multiple organizations, levels of leadership and external customers.

Key Responsibilities:

· The Level 3 Engineer will monitor all core and customer connections for any potential performance problems (utilization, intrusion, etc.) and respond and escalate in a timely manner to any anomalies to ensure 99.999% network availability Network and Customer Trouble or Change Resolution. 

· Troubleshoot, triage, and resolve Level 1 and Level 2 escalations related to hardware, software, or protocols issues.

· Effectively document all steps taken to resolve identified and/or reported issues.

· Interact with NOC Agents, Engineering, Vendors, and Customers to facilitate quick resolution of issues in accordance with established processes.

· Oversees the design, development, implementation and analysis of technical products and systems. Act as the primary point of contact for customers and vendors throughout issue resolution.

Knowledge, Skills, and Abilities:

· Extensive understanding of complex network design.

· Excellent communication skills.  Strong engineering and operational experience in Service Provider networks.

· Excellent at multi-tasking, time management, and remaining flexible in a highly dynamic environment.  Requires strong interpersonal skills with a proven ability to interact with customers while presenting complex technical issues.

· Must have good knowledge in Cisco routers and Switches (Catalyst and Nexus).

· Must have Knowledge in these Firewalls - Palo Alto, Cisco ASA and Cisco firepower.

· Good Knowledge in Load balancer technology, Packet Shapper and Wireless Technology.

· Good to have knowledge in Aruba Switches.

· Must have good knowledge in Call Manager, Cisco Unity Connection and Cisco IM&P

· Good knowledge in SIP, H323 Gateways and Expressway connectors

· Deep understanding in WebEx Meeting, WebEx Calling and Hybrid Calling.

· Good to have knowledge in Cisco Contact Center Xpress, Cisco Expressways and MGCP Gateways

Certifications:

· Must be completed in anyone of below certification.

o    CCNP Enterprise - Must for Network and Security L3

o    CCNP Collaboration - Must for Network UC L3

o    CCNP Security - Good to have.

o    ACSP - Good to have.

o    ACDP - Good to have.