At RapidScale, we believe that exceptional technology is powered by exceptional people. As a leading provider of secure and reliable managed cloud solutions, we aim to help SMBs and enterprises simplify their IT and unlock innovative possibilities. Our extensive portfolio spans AWS, Azure, Google Cloud, and a comprehensive suite of private cloud and cybersecurity solutions. As part of the Cox family of companies, we provide best-in-class benefits, promote work-life balance, and are proud to offer an award-winning workplace experience.
The Rapidscale Managed Network Operations (MNO) team is looking for a
Senior Network Operations Engineer to take the lead in addressing complex network challenges while overseeing a team dedicated to proactive monitoring of customer-managed networks and services. This role requires a blend of deep technical expertise and leadership skills, with a focus on critical thinking to navigate complex network architectures, swiftly identify intricate communication issues, and troubleshoot network security and firewall failures to safeguard vital customer systems.
In addition to being a technical problem solver, you will manage a
third-party offshore alert monitoring team, ensuring 24/7 oversight of network health and performance. Your role will involve giving clear direction during significant network events, coordinating response efforts among teams, commanding incidents, and driving issues to resolution with efficiency and urgency. Previous
team management experience is essential as this position balances hands-on technical engagement with nurturing and developing both internal engineers and external monitoring resources.
The perfect candidate is an
experienced network technology expert with strong leadership skills, equally capable of tackling tough technical escalations, managing critical incidents, and leading teams toward operational excellence. This is an excellent opportunity for a skilled engineer to apply their leadership experience in a dynamic, high-impact environment.
PRIMARY RESPONSIBILITIES: - Supervise and mentor a third-party offshore alert monitoring team to ensure seamless 24/7 network health and performance.
- Act as the primary subject matter expert (SME) for the Managed Network Support organization, ensuring alignment with business goals and best practices.
- Deliver Tier-3 support for MNO Support teams, assisting with complex troubleshooting, issue resolution, and escalated customer situations.
- Lead incident resolution efforts for high-priority outages, guiding teams through troubleshooting and restoration procedures.
- Collaborate with Datacenter, Implementation, Product, and Technology teams on network-related projects.
- Provide technical leadership for networking issues, aiding Tier-1 and Tier-2 MNO Support teams and Sales Engineering.
- Oversee and enhance network alert monitoring processes, reviewing performance data, coaching support agents, and promoting consistent resolution of trouble cases.
- Conduct team meetings and knowledge-sharing sessions to disseminate key information, best practices, and performance expectations.
- Develop and refine operational processes and best practices to improve efficiency, service quality, and response times.
- Partner with Cox NOC, Service Assurance, network equipment vendors, and ISP/MSP providers to ensure optimal support and resolution pathways.
- Serve as a liaison between RapidScale Network Support, internal sales, customer case teams, and customers to ensure smooth communication and issue resolution.
- Stay informed of evolving business, technical, operational, and infrastructure challenges, acting as a consultant for innovative solutions.
- Some on-call responsibilities and occasional off-hours work required.
Minimum Qualifications: - Bachelor's degree in a related discipline and 6 years of relevant experience; or a Master's degree and 4 years; or a Ph.D. and 1 year; or 10 years of experience in a related field.
- Strong leadership skills with the ability to effectively lead contractor resources and technology teams while managing various vendor relationships.
- Exceptional analytical and problem-solving abilities.
- Excellent problem-solving, process management, and collaborative skills.
- In-depth understanding of the OSI or TCP/IP models.
- Extensive knowledge of protocols/technologies such as TCP/UDP, Routing and Switching, SSL/IPsec, VPN, VLAN, STP, SSL, BGP, QoS, MPLS, DHCP, Network Security, and Next Generation Firewalls (NGFW).
- Significant experience with LAN, WAN, SD-WAN, and Wi-Fi technologies.
- Experience with network performance monitoring and management tools.
- Ability to mentor and help develop less experienced team members.
- Excellent communication skills, able to convey technical details to diverse audiences, including those without a technical background.
- Understanding of server virtualization.
- Experience monitoring, analyzing, and evaluating network performance to ensure system availability and reliability and optimize traffic flow.
- Proven leadership experience managing teams, vendors, and complex projects.
- Industry certifications like Cisco Certified Network Professional (CCNP), Juniper Certified Internet Professional (JNCIP), VeloCloud VCP, or Fortinet NSE4 are essential.
Preferred: - Proven experience with SD-WAN technologies from providers like VeloCloud, Fortinet, or Meraki.
- Possessing a strong sense of customer empathy and a passion for addressing top customer issues.
- Strong capabilities in monitoring and troubleshooting network performance and integrity, resolving escalated issues related to both cloud and local infrastructure.
- Experience with VMware virtualization environments.
- Proven hands-on knowledge with Fortinet Next Generation Firewalls (NGFW), both physical and virtualized.
- Experience using network monitoring and orchestration tools such as VeloCloud Orchestrator, FortiManager, FAZ, PRTG, and LogicMonitor.
- Higher-level industry certifications like Cisco Certified Internetwork Expert (CCIE), Juniper Certified Networks Certified Internet Expert (JNCIE), or Fortinet NSE7 are advantageous.
The salary range for this position is USD 108 400.00 per year. Compensation may differ within this range based on factors like the location of the position and the selected candidate's expertise.
Benefits: We offer employees flexible paid vacation, seven paid holidays each year, and up to 160 hours of paid wellness time per year for personal or family health. Additional paid time off is available for bereavement leave, voting, jury duty, volunteering, military, and parental leave.
About Cox Communications: Cox Communications stands as the largest private telecom provider in America, catering to six million homes and businesses. Our commitment to serving our employees is evident through comprehensive benefits and a highly valued workplace culture. If you're excited about transforming the future through broadband and smart home technologies, we invite you to join Cox Communications.
About Cox: With over 120 years of empowering employees, Cox fosters an environment for building a better future. Through significant investments in transportation, communications, clean technology, and healthcare, our family of businesses, including Cox Automotive and Cox Communications, is on a mission to shape a brighter tomorrow. Ready to make your mark? Join us.
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