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Network Operations Center (NOC) Level-1 Lead

Visa

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Job Summary


Job Type
Permanent

Seniority
Lead

Years of Experience
3-5 years

Tech Stacks
TCP
Flow
Less
Nexus

Job Description


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As a member of Global Infrastructure Network Services (GINS) team, the Network Operations Level-1 Engineer is the in-shift detection, notification and escalation point for network issues. The Network Analyst has the primary responsibility for managing and responding to Network, Hardware and external client and circuit events which may result in impaired connectivity to our clients and internal business. The position requires an in-depth understanding of how logical and physical connectivity issues can affect transaction quality.

The preferred candidate will possess all of the following competencies:
  • Report to NOC Manager, able to lead the team and be a subject matter expert on complex network outages.
  • Good understanding of customer topology and potential work-around scenarios to mitigate client impact first.
  • Modify and create work instructions or Recipes to prepare for similar impacting events and allow for a quicker response. Constantly review work instructions for accuracy and solicit improvements through second level support groups.
  • Ability to communicate effectively throughout the incident management process to ensure that all communications are timely and accurate, as per documented process
  • Follow documented support procedures, managing each issue through resolution or turnover in order to maintain established service levels.
  • Track update and resolve all assigned incidents, changes and problem reports in the incident management system, ensuring that documentation is thorough, accurate and meets a standard of high quality.
  • Properly escalate incidents in a timely manner per support guidelines and procedures.
  • Proactively monitor, recognize, analyze, isolate and/or resolve documented hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
  • Articulate problem statement with clarity, liaise with L2 support groups and/or development groups to collaborate on the resolution of incidents. Possess the sense of urgency and be able to deal with SWAT Calls during widespread outages.
  • Support automation project schedules and changes.
  • Maintain and achieve new technical skills through inhouse or external trainings by engineering or higher-level support teams.
  • Responsible for the internal and external communication of issues to management, other internal support groups, and the customers via pages, email broadcasts or phone.
  • Should have a strong understanding of transaction message flow and the different types of exceptions that can be encountered resulting in cardholder impact
  • Incident bridge stewardship in support of timely resolution of internal issues.
  • The position is required to perform 12hr rotating day shift duty (eg. 8am-8pm, 9am-9pm).
QualificationsPreferred Qualifications:
  • At least 3-5 years of experience working as a Network Operations Engineer, or equivalent Tier 1.5 or 2nd level network support experience across multiple technologies such as Cisco 65xx/72xx/76xx, Nexus 5k/7k & FEX, Arista switches, Bluecoat proxy, F5 LTM & GTM, Juniper
  • Sound Knowledge of data-center and wide-area-network routing/switching, tunneling, security operations/engineering, MPLS and Ethernet carrier transports, WiFi
  • Knowledge of Solarwinds, NetCool, or other fault monitoring toolsets
  • Knowledge of ServiceNow or other incident and change management tools
  • Broad knowledge and background on TCP/IP, MPLS, WAN, and LAN/ SD-WAN technologies.
  • Good problem-solving skills and working knowledge of routing protocols such as BGP, EIGRP and OSPF.
  • Ability to interpret firewall/Wireshark logs and look for specific permission or denial of a source IPs to a specific destination in support of troubleshooting
  • In-depth understanding of all Visa proprietary as well as industry standard tools to support monitoring and response for client and Visa brand issues
  • Ability to work 12hr rotating day shift (8-8) or (9-9) shifts.
  • Excellent verbal/written communication, organizational skills, ability to prioritize constant changing workload to meet business and operations demand.
  • Good interpersonal skills and ability to articulate well, be a great contributor/team player for a high performing team.
  • Use sound judgment in determining priorities and enlisting support of other internal groups to prevent any compromise to Visa business or client service level agreements. Proper escalation to support groups based on criticality and exposure.
  • MS Office suite proficiency
  • Preferred: Bachelor's degree or equivalent experience
  • Preferred: ITIL certification
  • Preferred: Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP) Juniper -JNCIA, JNCIP, JNCIA and higher.
  • Knowledge of Process automation would be preferred.
Please Note: Due to the COVID-19 pandemic and the evolving visa/travel restrictions in place, we are currently only able to extend offers to candidates with the right to work in Singapore. We are keeping the situation under close review and will adjust accordingly should the restrictive measures be lifted.Additional Information

Work Hours
This position requires the incumbent to be available during core business hours.

Travel Requirements This position requires the incumbent to travel for work less than 10% of the time.

Mental/Physical Requirements This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers, reach with hands and arms, and bend or lift up to 25 pounds.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Job Number: REF004233W

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