Primary Purpose of JobServes as a technical liaison between internal network engineering teams, third-party vendors, and managed service providers for enterprise network infrastructure. Ensures alignment of vendor-delivered services with organizational network architecture standards, security policies, and operational requirements.
Major Job Accountabilities- Supports the management of vendor performance against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), focusing on network availability, performance, and incident response. Assists in monitoring service delivery and escalates risks or gaps impacting production environments or project timelines.
- Participates in incident and problem management activities for vendor-supported network services, including troubleshooting, coordination of resolution efforts, and contributing to root cause analysis (RCA). Engages vendors and internal stakeholders to restore services and prevent recurring issues.
- Collaborates with vendors and internal teams to support network lifecycle management activities, including patching, firmware upgrades, hardware refreshes, and modernization initiatives (e.g., cloud integration, SD-WAN adoption, and network automation). Recommend improvements to enhance performance, reliability, and operational efficiency.
- Contributes to the development of Request for Information (RFI) and Request for Proposal (RFP) documentation, including technical requirements and evaluation criteria. Participates in vendor solution evaluations, ensuring alignment with enterprise architecture standards and cybersecurity requirements.
- Provides input into contract discussions by identifying technical requirements related to network support, maintenance, patching cycles, and service expectations. Supports senior engineers and leadership in vendor negotiations.
- Operates within established Change Management processes, including participation in Change Advisory Board (CAB) activities. Prepares and executes network changes, including risk assessments, implementation plans, validation steps, and rollback procedures. Communicates planned changes and potential impacts clearly to business and technical stakeholders.
- Maintains strong documentation of network environments, vendor interactions, and operational procedures. Effectively communicates technical concepts, issues, and changes to both technical teams and non-technical business partners.
Experience Required Minimum five (5) years of the following experience:
- Support of enterprise network environments, including LAN/WAN, routing, switching, firewalls, and VPN technologies.
- Experience maintaining and supporting network infrastructure in a production environment, including monitoring, incident response, and performance tuning.
- Proven experience with network lifecycle management, including patching, firmware upgrades, hardware refreshes, and vulnerability remediation.
- Experience troubleshooting network issues using standard tools (e.g., packet captures, SNMP monitoring, NetFlow, syslogs) and performing root cause analysis (RCA).
- Experience supporting or coordinating with third-party vendors and managed service providers, including tracking service delivery, escalating issues, and ensuring adherence to SLAs.
- Familiarity with network monitoring and alerting platforms (e.g., SolarWinds, PRTG, or similar tools) to proactively identify and resolve issues.
- Experience supporting network security controls, including firewall rule management, access control lists (ACLs), and basic knowledge of security frameworks and best practices.
- Exposure to network modernization efforts, such as cloud networking (AWS/Azure), SD-WAN, or network automation initiatives.
- Experience creating and maintaining network documentation, including diagrams, configurations, and standard operating procedures (SOPs).
- Strong ability to communicate technical concepts, changes, and impacts clearly to both technical teams and business stakeholders.
Required Skills or Training- Demonstrates sound knowledge of privacy and information security regulations.
- Able to prioritize multiple assignments and complete work within tight deadlines.
- Excellent verbal and written communication skills.
Preferred Experience - Experience with Cisco, Palo Alto, Fortinet, or similar enterprise networking technologies
- Scripting or automation experience (e.g., Python, Ansible)
- Exposure to hybrid cloud networking and connectivity (VPN, ExpressRoute, Direct Connect)
- Industry certifications such as CCNA or CCNP
