Network Service Engineer / DDI Engineer

Roles & Responsibilities

The DDI Engineer will be responsible for providing network operations support for DHCP/DNS/IP address management infrastructure.

• The scope of the DDI Services support portfolio includes functions like Service Manage, Incident Management, Change Management and Changes viz., adding net new IP addresses, modify or delete the existing DDI configurations.
• Provides 24x7 support for production systems and therefore will require some off-hours and weekend work.
• Responsible for Service Request Fulfillment including analysis of the incoming Request to better understand the customer’s business & technical needs, prioritizing dates, scheduling and executing the required changes.
• Collaborate with other internal/external Bank teams such as Network Operations, Engineering and Architecture, and clients on core configuration design requirements/standards and impact assessment.
• Perform validation testing and pre-work in non-production environments when necessary to ensure successful implementation in production.
• Identify the solution, design the plan, and prepare required documents.
• Adhere to Bank processes, such as representing the change in Change Committee meetings & Design Review sessions.
• Provide proper hand off of ticket/design and relevant details when necessary.
• Knowledge of Process Management, ITIL v3/v4.
• Experience with Remedy ITSM (Service Request/Work Order/ Change/Incident Management).
• Excellent verbal and written communication skills, specifically regarding communicating technical data in a fashion that can be readily digested and understood by others.

Responsibilities

The role requires one to be a proactive and strategic business partner in a network centric IT environment striving to meet current and anticipated business objectives. Must be capable of managing initiative-based portfolios in a multi-matrixed environment. The role also assumes the position of an escalation point for unresolved problems, complaints and complex service requests. The role requires managing the change process through the entire change management lifecycle. Key skill sets include the ability to execute a portfolio using consulting skills and conflict resolution, proactively drive innovative business solutions, and use technical, enterprise, and business knowledge to work across structures to meet customer needs.

Requirements

• Subject matter expertise in DDI requests (Vital QIP and Bluecat).
• Knowledge on network concepts of DNS, DHCP, Firewalls, Load balancing, IPS, basic routing/switching; excellent understanding of TCP/IP and packet analysis.
• Experience in Network Operations Service Delivery.
• Managing DHCP/DNS and IP management systems to fulfill requests.
• Managing QIP globally for different regions.
• Responsible for design, peer review, scheduling, implementation and request closure process of DDI requests.
• Working on pre-validations, implementation and post checks.
• Submit Changes (CRQs) and execute necessary configurations.
• Fulfilling Resource Record, Device Registration and Site code requests.
• Work closely with business partners and customers, assisting their level 2-3 support teams with the research and development of solutions to new or unknown issues.

Certifications:

• ITIL Foundation Qualified (Certified Preferred).
• CCNA.
• Bluecat Certification (added advantage).

Technical and Functional Skills:

• Must have hands on experience on Bluecat, Vital QIP and DNS tools.
• Adherence to Operational Discipline and Standard Operating Procedures.
• Knowledge of authentication protocols such as DNS, DHCP, Subnetting, LDAP, IWA, IWA-direct, SSO, and Active Directory.
• They must possess good analytical skills. Excellent customer facing communication skills in English, customer support and knowledge of ITIL best practices.
• Must have knowledge of tools like remedy, Putty or Windows PowerShell, Bluecat and Vital QIP.
• Candidate should have good Networking knowledge.