Twilio

Network System Administrator

Twilio

full-time

Posted on:

Location Type: Remote

Location: India

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Tech Stack

AWSAzureCloudDNSFirewallsGoogle Cloud PlatformSwitchingTCP/IP

About the role

  • Operate and support the global Twilio IT network infrastructure.
  • Keep track of network assets, including network hardware and software.
  • Monitor the network performance, availability, utilization, throughput and latency, providing measurable metrics to the IT leadership team.
  • Procure and provision network circuits based on the network design.
  • Work with network engineers to update network configurations and implement network changes.
  • Identify and resolve network issues.
  • Respond to incidents, engage in network troubleshooting activities to determine root cause and resolve network issues.
  • Perform administration tasks based on set team priorities with Agile framework.
  • Analyze the current network structure and collaborate on how to make the network more efficient, scalable and sustainable.
  • Create and maintain documentation for network design, IT network standards and process.
  • Research on systems upgrade and expansion options to mitigate new release vulnerabilities and known issues.
  • Vendor management
  • Work with vendors for office hardware replacements.
  • Perform hardware/software troubleshooting and resolve user access issues.
  • Manage end-to-end ticket processes, including escalation, resolution, and closure.
  • Achieve individual SLA and KPI scorecard targets.
  • Provide empathetic and patient customer support.
  • Contribute to the IT Services knowledge base.
  • Update/create articles to enhance team knowledge and address trending incidents.
  • Collaborate with the automation team for support and issue resolution.
  • Utilize scripts and automation tools to streamline problem resolution.
  • Assist end-users in leveraging native AI products for problem-solving.
  • Monitor servers, process events, and address issues.
  • Troubleshooting Zscaler issues on endpoints, proxy issues, and traffic steering problems.
  • Perform troubleshooting on routers, switches, and firewalls.
  • Maintain up-to-date documentation for configuration changes, troubleshooting runbooks, and Zscaler policies.
  • Support automation, incident management, and process improvement.

Requirements

  • Bachelor’s in Engineering or a related technical field, or experience equivalent to a Bachelor's degree based on three or more years of work experience
  • Cisco Certified Network Associate (CCNA) or equivalent
  • Installation, management and troubleshooting of Cisco switches, routers and firewalls
  • Experienced in patching and upgrading Cisco switches, routers and firewalls and Palo Alto Networks firewalls
  • Knowledge of IEEE 802 standards and core IETF networking protocols including 802.11 suite, TCP/IP, DNS, DHCP, routing and switching protocols
  • Experience in troubleshooting network problems at different OSI model layer
  • Setup, management and troubleshooting of VLAN, HSRP, OSPF, BGP.
  • Knowledge of Cisco Layer 3 switches and network technology
  • Good understanding of network protocols including TCP/IP, DHCP, BGP, OSPF/IS-IS and MPLS related technologies.
  • Good understanding of network monitoring protocols and tools, such as SNMP, Sflow/netflow, Telemetry.
  • Hands-on experience of major network devices, such as Cisco, Juniper, H3C, Huawei and other mainstream vendors.
  • Knowledge of network protocols and implementation in hyper scale data center networks.
  • Knowledge of MPLS related Traffic Engineering technologies, such as Segment Routing, RSVP, and LDP etc.
  • Basic knowledge of public cloud architecture, such as AWS, GCP, Azure, Ali Cloud, OCI, etc.
  • Experience working on ZScaler or similar security solutions
  • Good understanding of IPv6 and IPv4-IPv6 co-existence technologies.
  • Extensive experience with working with Apple, Windows ecosystems.
  • Basic understanding of automation tools and processes.
  • Exposure to native AI products and concepts.
  • Strong problem-solving skills with a focus on finding efficient and automated solutions.
  • Analytical mindset to troubleshoot and resolve technical issues.
Benefits
  • generous time-off
  • ample parental and wellness leave
  • healthcare
  • a retirement savings program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
network infrastructurenetwork performance monitoringnetwork troubleshootingCisco switchesCisco routersfirewallsVLANOSPFBGPnetwork protocols
Soft Skills
customer supportproblem-solvinganalytical mindsetcollaborationdocumentationvendor managementAgile frameworkempathetic communicationprocess improvementteam knowledge contribution
Certifications
Cisco Certified Network Associate (CCNA)