Network Engineer Support

Posted: 3 weeks ago

Notes: Looking for the best people available. Willing to look at non-locals who are willing to relocate. Candidates must be well versed with ticketing systems with extensive experience with ServiceNow

Job Description:

Review all ECC Network Service Now Tickets and work with network engineering manager to get them
assigned and scheduled for implementation
Ensure tickets are in the proper format for engineers
Validate all data in ticket to ensure proper implementation
Review rules against Client policies and AWS best practices
Work with network staff to expedite tickets as necessary
Understand the reasoning behind each request to ensure that if additional rules are required that they
are defined and if there are rules that are not required that they are removed (lowering churn)
o Support the Client Firewall API which allows customers to submit firewall rules in all environments.
o Educate all users who enter tickets about self-service capabilities such as the Firewall API and existing
IAM roles and pipelines that can be used.
o Respond to various AWS and network related questions via email and IM from BU customers
o Staff the Cloud Cafe virtually in Skype for networking related questions.
o Meet with BU customers to educate them regarding AWS / Client networking, Egress proxy
configuration within their applications, DMZ setup, security group automation, Firewall API, etc.
o Drive network troubleshooting sessions with BU customers (and AWS services), using Splunk, and AWS
Console and share screens
o Actively participate in daily standup meetings and other scrum meetings. Provide updates regarding
trends and ongoing issues. Provide input and guidance regarding AWS services and other network
related initiatives.
o Suggest updates to be made to network group documentation based on BU questions and feedback.
o Keep Service Now tickets up to date, ensure that engineers are closing tickets once complete.
o Document and track work being done in Excel spreadsheet to determine ticketing type, quantity and
other trends.
o Provide management with weekly status updates
o Review all ECC Network Service Now Tickets and work with network engineering manager to get them
assigned and scheduled for implementation
Ensure tickets are in the proper format for engineers
Validate all data in ticket to ensure proper implementation
Review rules against Client policies and AWS best practices
Work with network staff to expedite tickets as necessary
Understand the reasoning behind each request to ensure that if additional rules are required that they
are defined and if there are rules that are not required that they are removed (lowering churn)
o Support the Client Firewall API which allows customers to submit firewall rules in all environments.
o Educate all users who enter tickets about self-service capabilities such as the Firewall API and existing
IAM roles and pipelines that can be used.
o Respond to various AWS and network related questions via email and IM from BU customers
o Staff the Cloud Cafe virtually in Skype for networking related questions.
o Meet with BU customers to educate them regarding AWS / Fidelity networking, Egress proxy
configuration within their applications, DMZ setup, security group automation, Firewall API, etc.
o Drive network troubleshooting sessions with BU customers (and AWS services), using Splunk, and AWS
Console and share screens
o Actively participate in daily standup meetings and other scrum meetings. Provide updates regarding
trends and ongoing issues. Provide input and guidance regarding AWS services and other network
related initiatives.
o Suggest updates to be made to network group documentation based on BU questions and feedback.
o Keep Service Now tickets up to date, ensure that engineers are closing tickets once complete.
o Document and track work being done in Excel spreadsheet to determine ticketing type, quantity and
other trends.
o Provide management with weekly status updates