Incident Escalation and Event Management
- Monitor the entire network infrastructure and devices.
- Provide first-tier and, where qualified, second-tier incident response, including event logging, ticket management, and situation assessment.
- Targeted notification (internal stakeholders and impacted end users).
- Ensure real-time status updates and formal ticket closure upon restoration.
- Adhere to escalation procedures in line with documented SOPs for both functional and hierarchical escalation, including timely engagement of internal teams where required.
2. Health Checks and Preventive Maintenance
- Conduct periodic and on-demand health inspections of network devices a nd services.
- Document all health check findings with actionable recommendations.
- Implement preventive maintenance in accordance with manufacturer and internal SOP guidelines, including hardware and software refresh tactics.
3. SOP Development and Optimization
- Drafting, revising, and optimizing SOPs for all network operations and deployment activities, ensuring alignment with current L3/L4 architectures, new equipment introductions, and process improvements.
- Ensuring all SOPs are accessible, version-controlled, and regularly trained upon.
4. Vulnerability Management
- Continuously monitor vulnerabilities using both automated tools and manual assessments.
- Analyze and prioritize vulnerabilities according to risk to network assets.
- Support remediation activities, coordinating patching and configuration changes as appropriate and provide status reports.
- Real-time metrics on network devices vulnerabilities and resolutions.
5. Capacity Management and Performance Monitoring
- Monitor usage patterns/trends and capacity consumption on core network assets.
- Implement threshold alerts and capacity-based incident escalation.
- Generate and present performance and utilization metrics, including upgrade/downgrade recommendations.
- Regularly updated capacity usage/trending reports.
6. Deployment, Implementation, and Onboarding
- Execute network deployments per implementation plans, including device configuration, integration, rollout, and acceptance testing.
- Handle documentation, change tickets, and knowledge transfer for each deployment.
- Adhere to the change management process and procedures
- Accountable for all network deployments, including but not limited to network services requests, firewall service requests, and DDI provisioning in a mission critical environment
- Work closely with application, infrastructure, and cybersecurity teams to support cross-functional initiatives
7. Reporting and Documentation
- Maintain detailed logs of all activities, changes, incidents, and remediation undertaken.
- Produce weekly and monthly summary reports, with trend analysis, incident root cause summaries, and recommended continuous improvement measures.
