Monitor network infrastructure, connectivity, and critical services using network monitoring tools.
Handle and troubleshoot P1/P2/P3 incidents and ensure timely resolution according to SLA.
Provide L2 technical support for network and server -related issues and coordinate with vendors/carriers when required.
Troubleshoot LAN, WAN, VLAN, routing, switching, VPN, Internet, and firewall connectivity issues.
Troubleshoot STP, VLAN, trunk, EtherChannel/LACP, ARP, MAC-table, and interface-related issues.
Monitor and troubleshoot MPLS, SD-WAN, leased lines, broadband, and site-to-site connectivity.
Work with network security teams on Palo Alto/Cisco firewalls, security policies, NAT, IPsec VPN, and access requests.
Manage and troubleshoot Cisco Meraki, Juniper SDWAN network infrastructure and firmware upgrade activities.
Perform incident analysis using monitoring tools, logs etc.
Lead troubleshooting bridges during major incidents and provide regular updates to stakeholders.
Coordinate with ISP, application, server, security, and cloud teams for cross-functional issues.
Review network alerts and identify recurring issues and potential problems.
Perform change management, including network upgrades, configuration changes, migrations, and maintenance activities.
Ensure changes follow approved ITIL processes, including RFC, risk assessment, implementation, validation, and rollback planning.
Prepare and review SLA, incident, availability, performance, and operational reports.
Conduct RCA for major incidents and track corrective/preventive actions.
Maintain network documentation, topology diagrams, SOPs, escalation matrices, and troubleshooting procedures.
Conduct knowledge-sharing sessions and technical training for NOC engineers.
Identify automation and process-improvement opportunities to reduce repetitive incidents.
Monitor and manage the health, availability, and performance of Windows and Linux servers across production environments.
Investigate and resolve server-related alerts, including CPU, memory, disk utilization, service failures, and application performance issues.
undefined
Perform proactive monitoring of critical infrastructure services such as Active Directory, DNS, DHCP, File Services, Print Services, and Remote Access Services
Coordinate with server, application, cloud, and database teams to resolve infrastructure-related incidents and prevent business impact.
Track server capacity, storage utilization, and performance trends, and recommend proactive improvements.
Ensure proper shift handovers and maintain operational continuity across 24×7 shifts.
Leadership Responsibilities
Prioritize and manage multiple incidents and service requests.
Lead response efforts for P1/P2 outages and critical infrastructure incidents.
Allocate and oversee ticket queues to ensure SLA compliance.
Escalate issues to appropriate teams and vendors when required.
Conduct incident bridges and coordinate resolution activities across network, server, cloud, database, and application teams.
Communicate incident status, risks, and resolutions to customers and management.
Drive RCA reviews and ensure corrective and preventive actions are implemented.
Review team performance, provide coaching, and mentor junior engineers.
Ensure effective shift handovers and operational continuity across 24×7 support.
Lead infrastructure and server outage management to minimize business impact and service disruption.
Qualifications
EDUCATION & EXPERIENCE
4-6 years of experience in a similar role working in a Network Operations Center (NOC) or Operations Center in a distributed enterprise environment.
CompTIA A+ or Network+ certification preferred.
University degree in computer science or technical field preferred
Technical Skills
Routing: BGP, OSPF, static routing
Switching: VLAN, STP/RSTP, trunking, EtherChannel/LACP
WAN: MPLS, SD-WAN, leased lines, VPN
Wireless: Cisco/Meraki wireless
Monitoring: SolarWinds, PRTG, Nagios, Zabbix, or equivalent
Ticketing: ServiceNow, Remedy, Jira, or equivalent
ITIL: Incident, Problem, Change and Service Request management
Troubleshooting: Wireshark, packet capture, ping, traceroute, ARP, DNS, TCP/IP
Windows Server 2016/2019/2022 Administration
Active Directory, DNS, DHCP, Group Policy
Event Viewer, Syslog Analysis
Server Hardware Monitoring (Dell iDRAC, HPE iLO)
Using AI tools for day-to-day activities would be an added advantage
If you feel this opportunity could be the next step in your career, we encourage you to apply.
Accendra is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
Note: Accendra is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at our Company via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of our Company. No fee will be paid in the event the candidate is hired by our Company as a result of the referral or through other means.
#AccendraHealth
