Principal Networks Engineer

Cisco Principal Network Design Engineer – Quinton (Birmingham) - Hybrid

Responsibilities

• Provide complex support to the Corporate Network project for Cisco ISE, ASA and Umbrella, as well as Network Design and architect responsibilities.
• Act as a single point of contact (Customer Technical Advocate) for the customer and internal stakeholders for Corporate LAN Network, with skills within Cisco ISE, ASA and Umbrella.
• Work as part of a dedicated engineering team providing technical Solutions, Design Architecture and support across modern networks.
• Responding to problems escalated via the NRTS/Highways Technology Service desk/NOC and progressing the issue until closure to the customer's satisfaction, liaising with the NRTS NOC, field O&M/ customers during the life of the open problem, endeavouring to meet customer contractual SLA's/KPIs.
• Updating and documenting Service Requests on a Remedy system
• Participation in a 24-hour call out rota for outside of normal working hours support.
• Maintaining up to date product and technology knowledge
• Escalation of product defects to the appropriate Business Division or third parties.
• Attendance at customer meetings
• Build relationships, customer trust, manage difficult situations, and negotiate conflict resolution.
• Advocate for the customer during system outages/impairments and priority setting towards Telent for open issues.
• Maintain customer satisfaction by assisting providing services that are fully compliant with the KPI.
• Deliver support; synchronize and communicate between Technical Support team, NOC, and customer. Ensure proper customer follow-up and escalation.
• Facilitate identification of control mechanisms and critical action/recovery paths for system components
• Assist on providing Proactive Maintenance by monitoring and anticipating network performance with the result of avoiding issues/outages in the customer network.
• Assist on providing conduct network performance analysis to assess the impact of a problem and to solve customer service-related issues.
• Manage preparation and execution of service migration MOPs, network upgrades and retrofits, and ensure related communication towards the engineering team.
• Timely notification anomalies with respect to products and their operational configurations, to avoid known issues in NRTS and National Highways Corporate Network which may have potential operation impact. Analyze if a technical document (procedure, notification) is applicable to the NOC, field O&M and propose Action Plan

Key Objectives

• Deliver to agreed service standards - including monitoring and tracking of SLA's/KPIs
• Support Corp Network project for Cisco ISE, ASA and Umbrella
• Provide Network Design and architect responsibilities.
• Provide the required Management Information & regular management updates.
• Qualitative Input into the appropriate database/s to track and manage standard and bespoke processes.
• Designing and implementing new SD-WAN solutions
• Monitoring network performance
• Producing network support documentation
• Create workarounds, solutions, and mitigations for identified issues.
• Identified issues requiring more detailed and in-depth analysis and elevate to product manufacturer.
• Implement Approved Configuration Changes.
• Obtaining appropriate documentation in connection with the customer's request, as per the defined processes.
• Dealing, monitoring of, or escalation of issues in an appropriate and timely manner, ensuring recording of all relevant details for dissemination into the business.
• Attendance at Customer, supplier and Team meetings as required.
• Undertake 'Special Projects' or Task / Process ownership, at Managers request, to facilitate self-development.
• Analyse the event information for trends and patterns that indicate performance deteriorations, early indicators of failures, reoccurring events and raise these to Problem Management Team
• Supports the Problem Resolution Manager with trend analysis related to proactive Problem Management.
• Attend Tier1 & 2 National Highways Corporate sites as and when required necessary.
• Take part in the on-call rota to provide out of hours remote support for National Highways NRTS and Corporate LAN Network.

Required Skills

• Cisco ISE, ASA, Meraki and Umbrella – these must have skills.
• Skills in Cisco switches and routers and Meraki devices
• Proficiency in maintenance and firmware upgrades
• Knowledge of Infrastructure Security, network management tools, MPLS, SD-WAN, VPN, and routing protocols
• Have knowledge of and experience with the data, network and transport layers of communication or networking systems, IPV4/6, TCP, and other emerging protocols.

Benefits

• 26 days annual leave, plus public holidays, plus the option to buy up to 10 days or sell six days each year.
• Company pension scheme
• A range of family friendly policies
• Occupational health support and wellbeing Portal
• Discounts on Cinema, Restaurants and Shopping with Telent Reward scheme.

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