Job Description

:This role will also be driving towards supporting full observability and Monitoring, process response, and technical capability to ensure customer up time of 99.999%+. We are supporting to significantly reduce the number of incidents and reducing recovery time during an incident. Includes following the KPI Metrics to achieve meaningful customer satisfaction and uptime. This position requires a wide range of skills and experience.

• Support the technical Incident Management Calls and Change Controls through STRONG Technical Network Knowledge, Operational capability, and strong communication skills.
• End-to-end Network & Security Troubleshooting during Incidents.
• Demonstrate technical excellence through technical knowledge.
• Work with global Network Operations leads peers for supporting the global 24x7 shift operations.
• Advocate and ensure that high quality Follow the Sun (FTS) is delivered to receiving teams. As well as support on-call schedule and shifts are available.
• Support continuous improvement in service management for Network Services leveraging enterprise tools and processes (Incident, Problem &Change) and focusing on customer value optimization.
• Supports implement best practices and processes for Network & Security Operations services to maintain availability, reliability, scalability, and security.

• Support for upcoming transformation project which include deployment of new technologies and Hardware and Software Refresh across Ford Infrastructure.
• Collaborate with the Network LAN/WAN & security Engineering/development teams to optimize infrastructure for application performance and scalability.
• Support team members to achieve technical network excellence thru experience, and network Certifications and support training requirements.
• Able to support the team to develop continued improvements leading to an xe2x80x9calways on network capability.
• Support and ensure that high quality follow the sun is delivered to receiving teams.
• Actively participate in escalations requests.
• Support a proper follow-up to Business escalations, BR, and DOR.
• Support assurance of up to date sw releases, targeted LDOS, and PSIRTS (security updates)
• Support Network Security Service offering teams to ensure successful change controls.

• Strong Technical Understanding Routing / Switching protocols, Wireless, Data center, WAN/SD-WAN and Network monitoring, observability Tools, Network performance tools.
• Technical strong to lead end-to-end Network Troubleshooting during Incidents.
• Experience with Cisco firewalls, Viavi Observer and Wireshark packet analysis.

• Bachelor's degree in computer science or engineering in Science/Electronic & Communication / Electrical and Electronic Engineering or B-Tech.
• Able to handle incident independently.
• Able to successfully plan, implement, & delivery all Network Change controls.
• Ability to leverage and involve the right technical resources, and partners, and act during an incident or change control.
• Operation and Maintenance of current on-premises proxies Cisco WSA. Lead or participate in potential Cloud Proxy migration effort.
• Provides tier 2 support and assist with project implementation within the Network environment.
• Successful provisioning as well as supervision of, in installation/configuration, operation and maintenance of the systems hardware, software and related to the proxy infrastructure.
• Excellent Communication, including the ability to independently lead an outage incident.
• Solid understanding of Expert customer care business, processes, procedures. Able to represent the end customer as a customer advocate.
• Provide root cause analysis. Assist Incident Management (Return-to-Service) and/or Problem Management (Reason for Outage) by joining incident bridges, and providing root cause analysis, as needed.
• Strong troubleshooting experience with network environments.
• Strong understanding of network troubleshooting Tools.
• Significant technical, functional and hands on experience with networking Services and operations.
• Highly collaborative, with the ability to influence team members.
• Ability to provide a strong point of View as necessary.

Ford