Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.
Responsibilities:
• Network Monitoring & Performance:
• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems like Cosmos
• Analyze performance trends, bandwidth, latency, packet loss, and KPIs
• Maintain monitoring thresholds, alert policies, and SLA metrics
• Incident & Problem Management:
• Respond to alerts and outages within SLA timeframes
• Perform triage, diagnosis, and manage incident lifecycle
• Conduct root cause analysis and document lessons learned
• Track trends and recommend preventive measures
• Escalation Management:
• Serve as primary escalation point for Tier 1 and Tier 2 support teams
• Escalate complex issues to Tier 4 engineers and specialized teams
• Coordinate vendor support and facilitate bridge calls during major incidents
• Manage communication between technical teams, management, and stakeholders
• Network Operations & Maintenance:
• Execute firmware updates, patches, and configuration changes
• Configure routers, switches, firewalls, load balancers, wireless controllers
• Implement VLANs, access control policies, and VPN connections
• Perform change management and maintenance window activities
• Troubleshooting & Support:
• Resolve issues across LAN, WAN, MPLS, SD-WAN, wireless networks
• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
• Analyze traffic using Wireshark, tcpdump
• Address DNS, DHCP, firewall, NAT, and VoIP issues
• Handle SSID requests, conference issues, and other special requests
• Field Technician Coordination & Dispatch:
• Work with field technicians and coordinate tech dispatches for PMS troubleshooting and connectivity issues
• Conduct WiFi site surveys, coverage analysis, and wireless optimization
• Support 3rd party vendor troubleshooting including video, VoIP, Conference Room Technology
• Coordinate on-site troubleshooting activities and vendor escalations
• Documentation & Collaboration:
• Maintain network documentation, topology diagrams, SOPs
• Create post-incident and Root Cause Analysis reports
• Participate in capacity planning and continuous improvement initiatives
• Work closely with Engineering, logistics, equipment, and third-party vendors integrating new equipment and technologies
Skills:
• Technical / Hard Skills:
• TCP/IP, routing protocols, VLANs, QoS
• Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers
• Firewalls (Cisco ASA, Fortinet, Watchguard)
• Monitoring tools: SolarWinds, PRTG, Nagios, Zabbix, Cosmos
• Wireshark, tcpdump, packet analysis
• VPN, SD-WAN, load balancers, wired (ethernet and fiber) and wireless networking
• Property Management Systems (PMS) and hospitality technology experience preferred
• Soft Skills:
• Strong communication and problem-solving abilities
• Calm under pressure during critical incidents
• Team collaboration and mentoring skills
• Time management and prioritization
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