Engineer - Network Operations (EMEA hours)

Working as Engineer in a Life Cycle Management (LCM) team the employee will have responsibility for day to day operational activities: Incident Management (sev1 and sev2), Change Management, Problem Management. This position will attend Technical Recovery Calls with IBM and end customer when required.

Roles and Responsibilities:
In addition, the employee will be responsible to:
∙Receive/retrieve Client Requests (CRs), assess and initiate Service Requests (SRs). Track progress and collect implementation details (change dates, etc) within the IBM generated CR in GPS.
∙ Coordinate delivery of basic and intermediate service requests, including order initiation and performance oversight for work performed by the external Partner.
∙ Proactive Incident management to avert high severity issues and business impact.
∙ Leading high severity incidents (Severity 1 and 2) and provide timely business updates/communication.
∙ Initiating the technical bridges and engage service centers, vendors, suppliers and service providers for service restoration.
∙ Occasional out of hours for support of critical outages.
∙ Timely management escalation to maintain proper visibility and ensuring right resource engagement.
∙ Managing break fix activities during incidents to provide any workaround or fix.
∙ Presenting incident summary to customers as required after incident close down.
∙ Creating RCA - Root Cause Analysis report for Sev-1 outages
∙ Preventing problems to IT services, along with the resulting incidents
∙ Eliminating recurring incidents
∙ Identifying the root cause of service interruptions and proposing permanent fixes to eliminate the cause
∙ Submitting a request for change that will implement the fix
∙ Additional Activities are to diagnose the root cause of incidents and to determine the resolution to those problems
∙ Review and notify IBM of infrastructure changes that may impact the end customer.
∙ Communicates schedule changes to IBM and the IBM Customer.
∙ Notify Operations teams of SLA impacts.

Key Competencies and Skills:

• Customer and Service focused
• Be comfortable working directly with the customer and being able to communicate with technical and non-technical users
• Be comfortable working in a dynamic and diverse environment and be able to negotiate and mediate with the overall GCSC team
• Possess a deep knowledge of problem and change process and best practices
• Demonstrate accountability to process and adherence to team procedures
• Ability to work under pressure
• Network troubleshooting/engineering experience
• CCNA certified
• Strong Knowledge Cisco Routers/Switches
• Specialized in routing and switching
• LAN/WAN routing protocols
• Site to Site VPN
• Familiar with all or some of the following Cisco switch/router and wireless platforms – Switches (3600/3700/4500/6500) Routers (2900/3900/ASR) Wireless (5500 Wireless Controllers), Nexus switches
• Advanced written & spoken English
• ITIL v3 certification a plus

Experience with one or more of the following technologies is an asset: Palo Alto Firewall, Riverbed technologies, BlueCoat proxy and WanOpt, Big IP load balancers, Cisco ASA Firewalls, Cisco ACS servers, Cisco DMVPN, Cisco Prime, Aruba Technologies, Cisco Wireless, NetScaler technologies.

Education and Qualifications:
University degree or equivalent experience

Additional Information:
Location: Bratislava (any of the 3 offices) or Kosice
Working hours: EMEA core hours.