Network Support Engineer

Only EU Citizens based in Germany/ EU citizens ready for relocation to Germany but It's 100% Remote opportunity

Job Description:

Key Responsibilities:

Assess and troubleshoot the incidents and assign the respective priority (Priority Ito Priority 4)) for tickets assigned to the group within SLA.

Assess the customer reported/manual incidents on the OC queue and report the respective classification (major or minor incidents) of incidents based on defined criteria.

Follow up on the incidents created to the external LoB (Lines of Business) teams.

Awareness of the organizational set-up (GCID), design and functions, the GCID process landscape and the distinct roles involved in Incident Management

Monitor and analyse alert-based incident trends using the leading ITSM tool as relevant to OC scope

Raise and guide through standard and emergency change requests

Coordination with 3rd party with DCM and vendor and follow up alert based P2-P4 incidents.

Vendor TAC (Technical Accictance (enter) cace creation handling and follow un for P2_P4

Prequalify the alerts based on information on the provided Monitoring dashboards before triggering of Major Incidents

Cross validate network related ongoing Major Incidents and network related last 24 hours changes to support the Major Incident Qualification based on change overview provided by SAP GCID Network change function.

Perform technical device level impact validation and escalate per defined MI (Major Incidents)Escalation process.

Validate and reset, where appropriate, prioritization of Service Request based on defined criteria assigned to OC queue

Join the troubleshooting bridge and assist with customer engineers to resolve issues.

Perform investigation on Incidents caused by Events/Alerts via Trend & Pattern Analysis

Top X contributors are identified and validated for the potential problem candidates

Part of Service Introduction, Perform validation against the BCR (Build Configuration Repository) vs checklist (Tools, CMDB, DNS (Domain Name System) entry, reachability)

Update Additional Asset Information per standard operating procedure

Report inconsistent information to requestor upon validation (L1, Tools, CMDB)

As part of Asset Management, review inconsistent Asset Data; engage SAP GCID Network Tools if issues identified

Update GCID Network specific attributes in CMDB on SNOW

Update/Decom of Cis in CMDB at HICSM ServiceNow.

Validation of CIs attributes (e.g., Serial Number, Hostname, IP Address) in DCAM, CCIR (CI database) and GOON (network monitoring tool).

Continuous validation of accuracy of managed devices.

Report identified gaps during assessment.

Publishing capacity management reports which include current usage of devices

Managing the resolution procedures for any threshold breaches

Following the escalation matrix upon the threshold capacity breaches

Notifying the opportunities for the effective use of capacity

As part of Logical decommissioning, Remove host IP address allocations from IPAM, NFNA, RADIUS/TACACS.

Remove device from GOON, NconsDB, Netbrain, IPAM tool, Netbox, HCSM CMDB

Post logical decommissioning (ticket gets closed) with all phe required steps

Raise power off ticket with DCM

Perform ACL Implementation via Automation tool and scripts

Perform Port Clean up configuration tasks

Required Skills:

4+ years in L1/L2 network support

Problem-solving skills and ability to work in a 24/7 shift environment

Excellent communication skill (Written and spoken)

Solid understanding of networking technologies (WAN/DC LAN/Security)

Vendors and technologies: Cisco ACI, Cisco ASR, FS, Fortinet, routing, switching, load balancing, network security

Troubleshooting and problem-solving skill

Good to have:

CCNA/CCNP

ITIL

Prior Experience with SAP networking