Monitor networks and services and respond to outages or incidents in a 24/7 operation rotation ( follow the sun ) to guarantee high availability for business-critical applications like Voice, Messaging and Email.
Progress provisioning / service delivery tasks for carriers and customer interconnections as well as tickets and tasks opened by internal teams.
Configure and maintain networking equipment including firewalls, routers, switches, and servers.
Utilize monitoring tooling to create baselines for network devices and provide reports on the health of the network.
Working through ticketing system on open network issues to be proactive on troubleshoot network faults.
Oversee access and coordinate tasks with technicians and remote - hand contractors into PoP sites.
Provide first/second level of technical support for Twilio customer network products, Interconnect & internal customers.
Escalate complex issues to senior staff as necessary after exhausting troubleshooting options.
Communicate professionally, effectively, and courteously with internal and external customers.
Participate in an on-call rotation including some weekend and holiday hours in a global follow-the-sun environment.
Collaborate with team members and work on deployment projects which will help to maximize network infrastructure performance and network upgrades.

Requirements

A minimum of 3 years of experience in a network operations or engineering role in carrier or communications industry.
Experience troubleshooting and configuring network device platforms on the following CLI - Juniper - Junos preferred, Cisco - IOS/NXOS and/or Arista Networks - EOS.
Networking Experience with L2 switching, and L3 routing protocols including OSPF, BGP.
Experience or knowledge in hardware and supporting a variety of different vendors and across networking platforms like Juniper, Fortigate, Opengear etc.
Cisco CCNA certification or equivalent is preferred.
Willing and able to work an on call rotating roster that will include weekends, and public holidays.
Firewall, Router, Server, and Switching hardware experience or knowledge.
Strong network troubleshooting and resolution skills.
Strong analytical and problem-solving ability.
Ability to work under pressure without direct supervision.
Comfortable working remotely while being effective and efficient with minimal oversight.
Bachelor's degree in computer science or similar discipline. Or equivalent practical experience.

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

network operationsnetwork engineeringtroubleshootingconfiguring network devicesL2 switchingL3 routing protocolsOSPFBGPCLInetwork monitoring

Soft Skills

technical supportcommunicationcollaborationanalytical skillsproblem-solvingability to work under pressureself-motivationcustomer service

Certifications

Cisco CCNABachelor's degree in computer science