Roles and Responsibilities:- Monitor network devices, systems, and infrastructure using network monitoring tools to proactively detect and resolve network incidents and outages.- Coordinate with cross-functional teams, including local carriers, network engineers, field technicians, and vendors, to ensure timely resolution of network problems.- Document and resolve network incidents within SLA, provide resolutions, and conduct post-incident analysis for knowledge sharing.- Aid in developing and enhancing network monitoring tools and processes to improve NOC efficiency.- Monitor multi-platform operations within the production environment, interpreting alert issues, and resolving or coordinating resolution to complex production, application, and system problems to meet service commitments.- Identify production problem patterns and relationships, and resolve issues to avoid impacts on system performance.- Analyze, fix, or escalate issues as required, and follow up on escalated issues to ensure resolution.- Analyze workflows and procedures, recommend and implement changes to the production environment.- Monitor network production routers, switches, firewalls, load balancers, and access points using ITNM, and respond to tickets created from these tools.- Collaborate closely with Field Services, Service Desk, and other internal support groups to identify, resolve, or coordinate resolution of network problems.- Respond to customer inquiries, document, resolve, and close complex problem records.Technical Skills:- Extensive experience in network troubleshooting, fault resolution, LAN/WAN architecture, and protocols (TCP/IP, Ethernet, MPLS, BGP, OSPF).- Skilled in layer 1 and 2 troubleshooting, routing protocols (Static, RIPv2, EIGRP, OSPF, BGP), and handling T1-T3 circuits, MPLS, VPLS, LSPs, and SD WAN Technology.- Experienced in managing Service Provider Equipment such as ANDA 2108/2200/4000, Overture 1400/5100/45+, Tellabs 8860 switch, Flashwave 9500 switch, Juniper MX960/M320, and Cisco GSR/ASR series.- Proficient in L2 testing using RFC 2544 and Y.1564, IP Telephony/Cisco VoIP, DHCP configuration, VLSM, IPv4 and IPv6, TCP/IP, and root cause analysis.- Ongoing CCNA bootcamp training and proficient in ticketing systems (Service Now).- Skilled in leadership, team management, and analyzing workflows and procedures for optimization.