Cloud Network Engineer

• Handling tickets / Incidents via Service Now platform
• Lead technical incident calls as a SME
• Troubleshooting and providing break fix support to technical issues
• Perform root cause analysis of raised issues
• Defining process improvements and ensuring that the processes are adhered to
• Take shared ownership of resolving issues in a SLA driven environment
• Mentoring / training team members as a SME
• Testing and auditing as required from time to time
• Improves and maintains customer and employee satisfaction
• Work as part of a Follow the Sun support global support model

• Education & Experience:
• Bachelor's in Engineering/IT/CS (or related)

• Technical Skills:
• Incident Management & Support: ServiceNow ticketing, SME-led incident calls, root-cause analysis, SLA-driven global support
• Network Architectures & Protocols: LAN/WAN/IP troubleshooting: static and dynamic routing (BGP, OSPF, EIGRP), route-table analysis. Packet-level diagnostics (e.g., Wireshark)
• Platform & Hardware Expertise
• Cisco ASR, ISR, Catalyst; Nexus (9K 2K); Meraki MS/MX; Aruba WLAN; F5 load balancers; Cisco SD-WAN (Viptela)
• Virtual & Cloud Integration: Deploy/support virtual devices, integrate Hyperscaler networks with on-prem DCs. Capacity planning across cloud and on-prem. AWS (Advanced Networking, Load Balancers) or Azure network services

• CCIE (mandatory)
• AWS Advanced Networking / Cloud Architect or Azure Network
• F5-CSE/CTS, Cisco ENSDWI (300-415), ITIL v4

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