Senior Service Engineer

Job Summary

The Tier 2 Senior Network Engineer will be dedicated to the customer environment and will provide second-level network operations support to enable stable application and database connectivity. The role primarily supports daily operational activities, incident escalation handling, and troubleshooting coordination with application and DB teams.

The engineer will focus on Cisco ACI (data center fabric / VXLAN / policies) and F5 GTM/UTM (traffic management / DNS & security-related functions) and will respond to incident calls escalated by the 7x24 Tier 1 team.

Key Responsibilities

Daily Operations Support (Tier 2)

• Support and maintain network services and connectivity required by application and database systems.
• Perform routine checks and validation activities (connectivity, health/status of network components and services).
• Monitor and troubleshoot network-related alerts and tickets escalated from Tier 1.
• Support network changes requested by application/DB teams (validation, implementation support, and post-checks).

Incident Management & Troubleshooting

• Take ownership of Tier 2 escalated incidents, perform root cause analysis (RCA), and drive corrective actions.
• Coordinate with other technical teams (application, DB, security, server, telecom/WAN, vendors) during escalations.
• Provide timely updates to Tier 1 and stakeholders; document actions and findings.
• Participate in after-hours escalation response as required by incident severity (triggered by 7x24 Tier 1).

Cisco ACI Support

• Troubleshoot and support:
  • ACI fabric connectivity issues
  • Contracts / EPG bindings / policy resolution problems
  • Endpoint learning, VRF/BD/VXLAN-related issues
  • Health and operational checks for APIC and fabric components
• Support configuration and operational tasks (within approved change procedures).

F5 GTM / UTM Support

• Troubleshoot and support:
  • GTM (DNS-based traffic management), routing/load distribution issues
  • UTM (security, traffic profiles, policies) as applicable to customer environment
• Support configuration validation and troubleshooting for application traffic impacts.
• Work with application teams to ensure service availability and correct routing behaviors.

Change Management & Documentation

• Assist with change implementation and verification (pre/post checks, rollback plan alignment).
• Maintain/upkeep technical documentation: runbooks, network diagrams, troubleshooting guides.
• Ensure all work follows customer ITSM process (ticketing, change request procedures, evidence collection).

Required Skills / Qualifications

Experience

• 5+ years of experience in network engineering / network operations (or equivalent).
• Strong understanding of data center networking and troubleshooting methodology.

Cisco ACI

• Hands-on experience supporting Cisco ACI in production environments.
• Knowledge of:
  • APIC operations (troubleshooting and implementation workflows)
  • EPG/BD/VRF concepts, contracts/policy enforcement
  • Common troubleshooting for fabric connectivity and policy issues
• Ability to interpret logs/telemetry and perform root cause analysis.

F5 GTM / UTM

• Hands-on operational experience with F5 GTM and/or F5 UTM.
• Ability to troubleshoot traffic flow, DNS/load steering behaviors, and security/policy-related impacts (as applicable).
• Comfortable with configuration validation and guided changes under change control.

General Network Skills

• Strong knowledge in L2/L3 networking concepts:
  • VLAN/VXLAN, routing basics, VRFs, firewall/security interactions
• Troubleshooting skills with command-line verification and correlation of symptoms across layers.
• Familiarity with TCP/IP, DNS, and basic application traffic behavior (for network-related issues).

Tools / Process

• Experience with ITSM ticketing tools (ServiceNow/Jira/Remedy/SMAX or similar).
• Understanding of incident/change/problem management processes.
• Ability to create clear RCA and technical documentation.

Desirable Skills (Nice to Have)

• Vendor certifications (ACI/F5 or equivalent), e.g.:
  • Cisco ACI / Data Center certifications (or equivalent hands-on validation)
  • F5 certifications (e.g., BIG-IP/related, depending on scope)