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Network Engineer

Date: Nov 30, 2018

Location: West Greenwich, RI, US

Company: IGT

Req #: 59001

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OVERALL OBJECTIVE AND PURPOSE

Responsible for providing intermediate level of support to WAN (Wide Area Networks) connectivity and associated hardware including logical security and documentation.  Responsible for planning and carrying out activities related to network monitoring, operations, and maintenance.

 PRINCIPLE DUTIES AND RESPONSIBILITIES

  • Demonstrates a relentless commitment to meeting and exceeding customers’ expectations while also achieving the goal of reducing the risks and costs of providing services.
  • Works to build an effective partnership with the internal and external customer on a daily basis.  Listens to customers and asks the appropriate questions to determine their requirements.  
  • Collaborates with other parts of the organization as required to first share and analyze customer requirements and then develop and implement the best strategy and processes to meet those requirements.
  • Ensures that customers’ concerns or service level incidents are addressed promptly and efficiently by troubleshooting, engaging other engineers, implementing solutions or escalating to the appropriate member of management or third tier resources.
  • Performs intermediate level troubleshooting of production networks.
  • Performs intermediate troubleshooting of network devices such as routers, switches, firewalls.
  • Assists with the development and implementation of network best practices related to performance, capacity and availability.
  • Monitors and/or troubleshoots network functions by utilizing tools for verification of services, monitoring tool set availability and detecting, reporting, escalating, tracking and documenting anomalies.
  • Maintains network documentation (diagrams, procedures, best practices and performance and capacity metrics).
  • Assists with the development and implementation of maintenance strategies related to ensuring optimal network performance.
  • Analyzes network performance statistics and performs required tuning activities to optimize performance with the review and approval of a Network Engineer IV or V or Sr. Manager.
  • Collaborates with Architecture Network Engineering and other Tier II and III organizations in the delivery of services.
  • Adheres to service level agreements by following established SLA performance requirements.
  • Familiar and complies with IGT policies, processes and procedures.
  • Familiar and complies with DCA ISO 9001, 20000 and IGT 27001 processes and procedures.
  • Adheres to Incident Management process and performs assigned incident identification, notification, documentation, and intermediate level diagnosis and remediation activities. 
  • Adheres to Change Management process and performs assigned change activities including monitoring and tracking change activities.  Participates, documents and oversees network maintenance activities to ensure activities are completed with SLA requirements.
  • Adheres to Release Management process and performs assigned database release actions.  Assists engineers in planning efforts associated with projects and releases.
  • Adheres to Audit Management process and procedures and performs assigned actions to capture audit evidence criteria.
  • Assists with planning and occassionally leads projects related to network delivery for service improvements and optimizations.  May be asked to lead projects unrelated to network delivery.
  • Participates in individual professional development by completing assigned development plan, participating in mentoring activities, tracking and reporting of development, and communicating career path goals and objectives.
  • Provides training, mentoring, and coaching to network support personnel through free flow of information, encouraging and appropriately evaluating feedback, encouraging innovation, and inspiring / motivating others.

     SCOPE

  • Complexity - Functions Responsible for or Influenced:
    • High – influence on configurations and operations of data networks.
  • Diversity - Locations Responsible for or Influenced: 
    • High – influence on all sites within business unit responsibility.
  • Typical Job Problems and Difficulties:
    • Engineering of network systems on a tight budget; deadlines (stress).
  • Financial Accountability:
    • High – Unavailability of network services could have a broad and very costly impact in terms of penalties, downtime and customer dissatisfaction.

       MANAGEMENT

  • Job Reports to (direct):
    • Sr. Manager, Sustaining Network Engineering.
  • Job Reports to (indirect):
    •  Director of Network Operations/Production Support Services.
  • Direct Reports to Job:
    • N/A
  • Authority for Staff Managed:
    • N/A
  • Indirect Reports (influenced):
    • Network Engineers I, II.
  • Level of Complexity for managing/organizing staff:
    • N/A

       GENERAL

  • Extent decisions governed by procedures or referred up:
    • Moderate – some but not all actions dictated by policy / procedure or must be escalated to management for resolution.
  • Standard requirements for research and analysis:
    • Frequent with moderate / high impact – errors on work performed on daily basis could lead to costly penalties and service interruptions.
  • Opportunity and consequence of typical errors (supervision):          
    • Frequent with moderate to high complexity – deals with  diverse and complex  network issues for multiple customers.
  • Frequency and complexity of internal business contacts:
    • Frequent with high complexity – deal with client issues on a daily basis.
  • Frequency and complexity of external business contacts:
    • Frequent with moderate impact – deals with vendors often.
  • Physical - % time: travel, operating machinery, environmental etc.:
    • Minimal physical requirements – medium travel, no special environmental issues. Shared on-call responsibilities in a 24X7X365 environment.

       EDUCATION

  • Minimum education:
    • 2 year degree or equivalent network certification and experience.
  • Years’ Experience:
    • 3 - 4 years of related experience with degree or required network certification.
  • Essential special training requirements:
    • CCNA Certification.
    • JNCIA Certification.
  • Minimum technical knowledge and skills – Required:
    • Network Related:       
      • Intermediate WAN topology (frame, DSL), Cellular (CDMA, GSM), ATM, Satellite, Radio, PTP, Dial-up), associated monitoring and troubleshooting tools (HPOV, HNS vision, Spectrum analyzers, Solar Winds, ISE/TACACs), 2-Factor Authentication, Data Center network equipment (firewalls, switches, routers, etc.), and network cable specifications.
      • Intermediate level - routers, switches, multiplexers and modems.
      • Intermediate level - network troubleshooting tools (such as wireshark).
      • Intermediate level - network security access tools.
      • Intermediate level - network monitoring systems (NMS).
  • Best Practices:
    • Basic to Intermediate level - ITIL best practices and associated tools related to Incident, Change, Release, Audit, and Problem Management.
    • Basic to Intermediate level - IGT ISMS policies and procedures.
    • Basic to Intermediate - IGT environmental systems and procedures.
  • Other:
    • Intermediate level - Backing up and restoring network devices.
    • Intermediate level - alarm notifications.
    • Intermediate level - IGT’s products and services.
    • Intermediate level - IGT lottery network systems, processing and transaction life cycle.
    • Intermediate level -  IGT’s local physical and logical security policies and procedures.
    • Intermediate level - retailer POS and network equipment.
    • Intermediate level - call center network systems.
    • Intermediate knowledge of change and incident management tools.
    • Intermediate ability to detect, analyze, troubleshoot and escalate network incidents.
    • Basic to Intermediate ability to forecast, recommend, and implement capacity planning.
    • Basic to Intermediate knowledge of industry and local audit requirements.
    • Basic to Intermediate knowledge of IP protocol and LAN topology.
    • Basic to Intermediate knowledge of Network Security best practices and ability to implement.
  • Other skills – Required:
    • Beginning to demonstrate performance leadership skills including the ability to coach/mentor, deliver training, inspire and motive others, objectively assess the performance of others and provide balanced feedback.
    • Beginning to display the ability to lead the work of others effectively, including leading.
    • Developing the skills to conduct technical interviews.
    • Exhibits professional and customer appropriate communications (written and verbal).  Listens effectively and demonstrates empathy and understanding of others’ concerns.  Demonstrates knowledge of techniques needed, and experience in dealing with difficult or demanding customers.
    • Displays intermediate technical writing skills and presents information in a professional and engaging manner. 
    • Promotes teamwork and cooperation and builds strong relationships at all levels.  Effectively collaborates and negotiates.
    • Organizes and plans work effectively on both a strategic and tactical level.  Balances priorities among stakeholders.
    • Effectively resolves complex issues by reviewing and analyzing relation information, diagnosing, evaluating options and implementing solutions.  Exhibits sound business judgment and exhibits common sense.
    • Identifies opportunities to implement new or modified approaches to resolve problems and maximize opportunities.
    • Completes work in a thorough, accurate, well thought out, and timely manner and with attention to detail.
    • Demonstrates high degree of ethics, integrity and confidentiality at all times.
    • Displays initiative and self-motivation.  Sets high goals for self and others and demonstrates a strong sense of urgency.  Achieves results in a high-pressure environment.
    • Effectively delivers training in area of expertise.
    • Effectively implements and manages processes.
  • Other requirements:
    • Must be able to support 24X7X365 operations as required to include holiday and weekend work as needed.


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