L2 Operations Lead - Connectivity

L2 Operations Lead - Connectivity

Level 2 operations role for network infrastructure and telephony.

Support level

L2 Operations

Domain

Connectivity

(Network & Telephony)

Scope

LAN/WAN & Data Centre Networks, Cloud Connectivity, Telephony

Support the clients network infrastructure and telephony services. Resolve L2 incidents and escalate to L3 when needed.

Process

Networks

- End-to-end incident management, from L1/L1.5 escalation to closure.

- Monitor network devices and respond within service levels.

- Configure routers, switches, WLAN controllers and load balancers.

- Manage dynamic routing, segmentation and IP addressing.

- Support data-centre and cloud connectivity, and capacity planning.

- Assist with data-centre network planning and design.

- Resolve carrier incidents and requests. Coordinate with OEMs on hardware.

- Industry best practice network service design and methodologies to ensure delivery Network devices configurations (Router, Switches, WLAN controller, F5)

Telephony

- Resolve L1/L2 telephony incidents and requests on Cisco Webex Calling/Cisco Webex assist Manager.

- Monitor telephony network devices and act on alerts.

- Support local IT in global offices on telephony issues.

- Refine telephony KPI monitoring and thresholds.

- Maintain as-built documents for telephony services.

Common

- Keep ServiceNow tickets current, with clear resolution and closure notes.

- Join RCA reviews. Update SOPs and knowledge-base articles.

- Work with Network Security, Hosting, Cloud and Database on cross-tower issues.

Tools

- Cisco routers and switches

- WLAN controllers and load balancers

- Cisco Webex Calling

- Enterprise network monitoring tools

- ServiceNow

- Cisco Catalyst Center

- Thousand Eyes Tool

- Datadog Monitoring Tool

Technologies

- Cisco routing and switching

- Dynamic routing protocols

- IP addressing and network segmentation

- Data-centre networking

- Cloud network connectivity

- Cisco WebEx and Assist

- Network monitoring and capacity planning

- Python or Ansible scripting

Experience

- 12 years of experience in L2 network operations

- 24x7 support environment

- Cisco routing and switching troubleshooting

- Router, switch, WLAN and load balancer configuration

- Telephony support on Cisco Webex Calling & Assist

- Working with carriers and OEMs

- ITSM incident, problem and change processes

- Clear written and spoken English

Preferred Certifications

- Cisco CCNA / CCNP

- Cisco CCNP Collaboration