Network Operations Engineer (Tier 3).

Overview

The Tier 3 serves as a senior-level technical resource, specializing in one or more IT infrastructure disciplines while maintaining a broad understanding of other related technologies. This role is responsible for diagnosing and restoring failed production services, testing and validating new technologies, and ensuring the stability and scalability of IT environments. Tier 3 Engineers play a key role in maintaining Service Level Agreements (SLAs), capacity planning, and mentoring Tier 2 Engineers. They serve as subject matter experts, providing advanced troubleshooting, service validation, and technical leadership within the network operations ecosystem.

Key Responsibilities

• Resolve complex service-impacting incidents and escalate critical issues as needed.
• Collaborate with Operations Management, Directors, and the CSIRT (Computer Security Incident Response Team) to ensure rapid incident resolution and service continuity.
• Monitor IT infrastructure performance, proactively identifying and mitigating potential service disruptions.
• Provide mentorship and technical guidance to Tier 2 Engineers and support teams.
• Perform in-depth troubleshooting, isolation, and analysis of IT service problems.
• Develop and execute network capacity and performance plans to ensure scalability and reliability.
• Coordinate and validate the introduction of new IT services, technologies, and managed elements into production.
• Create and maintain acceptance criteria, proactive monitoring, and management standards for new services.
• Utilize advanced diagnostic and network management tools for fault, configuration, and performance monitoring.
• Interface with customers to coordinate network changes, schedule maintenance windows, and manage the Change Management process.
• Maintain detailed and accurate records in problem and inventory control databases.
• Stay current with emerging technologies and industry best practices relevant to network and systems operations.

Technical Expertise and Preferred Experience

• Strong proficiency in IT infrastructure technologies, including routers, switches, WAN/LAN, VoIP, and other internetworking components.
• Hands-on experience with Windows Server (2012+), UNIX, Solaris, and AIX environments.
• Working knowledge of databases and RDBMS platforms such as Oracle, SQL, and Lotus Notes.
• Deep understanding of TCP/IP networking, routing protocols, and transport layers (UDP, TCP).
• Expert-level experience configuring and managing Netrio Omnicenter .
• Proficiency with fault management and network performance tools (e.g., Sniffer, RMON).
• Familiarity with escalation, incident, and change management processes.
• Strong knowledge of network performance analysis, capacity planning, and optimization strategies.
• Experience with network and security monitoring technologies including IPDS (TrendMicro, Snort, Cisco, Dragon, etc.).
• Working knowledge of SIEM platforms (e.g., McAfee ESM, QRadar, ArcSight, MARS, Manhunt).
• Experience integrating with security appliances, proxies, gateways, and related technologies.
• Ability to provide technical leadership and mentorship within cross-functional teams.
• Strong written, verbal, and interpersonal communication skills.
• Understanding of common network-based threats, vulnerabilities, and mitigation strategies (malware, DDoS, buffer overflows, etc.).

Qualifications and Requirements

• Background: Must be able to pass background checks.
• Education: Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
• Experience:
• Minimum of 3 years of experience with network administration tools, systems, and hardware.
• 3–5 years of hands-on experience administering Windows, UNIX, or Linux servers in networked environments.
• Certifications:
• VMware VCP6+ (DCV or CMA) certification required.
• Cisco and/or Arista experience required (Arista CVP strongly preferred).
• Technical Skills:
• Advanced knowledge of BGP, routing, and switching.
• Proficiency in automation tools such as Python and Ansible is a plus.

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