Senior Escalation Engineer

Position:
Senior Site Reliability Engineer -
Escalation Experience: 3 to 9 yrs

Job Location:

Bangalore Job description:
This is Level 3 cloud escalation engineer role in Virtual Networking Core Team. This team would form the first line of defense within the VN-Core team, for all customer escalations. Strong networking background is needed. Experience in cloud operations, different cloud services, SDWAN, LINUX network troubleshooting and debugging are desired. Good knowledge of operations and customer deployment are required.

Should have a strong track record of working on escalations, working under pressure, managing customer sentiments, and good articulation and communication.
Responsibilities of the team include. Dealing with operational tickets.

These include:

Any tickets that have known resolutions (example, tearing down bad hosts, helping customer to configure new services issues, etc) Any tickets that are associated with common customer issues or require some initial triage before engaging solutions architects.

For tickets that may have resulted in customer impact but were mitigated - work with NOC/CN to notify impacted customers Participating in NOCs for large scale events involving Service dependencies.
Monitor / Troubleshoot tickets related to the NOC and identify impacted tenancies / Services to mitigate the issue. Work with service team to validate repro production bugs. Have good hands-on experience of configuring different cloud service through console or CLI. If required Identify opportunities for improvement in Runbook contents, tooling enhancements that allow for easier execution of Runbooks. Review Of PRD and review Test plan of new features.

Identifying highest sources of ticket noise and operational toil and work with service team to:
Create and track bug for production issues