DNOC Lead Network Engineer

Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu and services are provided by its subsidiaries, including Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP and Deloitte Tax LLP. Deloitte & Touche USA LLP’s subsidiaries are among the nation’s leading professional services firms, providing audit, tax, consulting, and financial advisory services through nearly 30,000 people in more than 80 cities. Known as employers of choice for innovative human resources programs, they are dedicated to helping their clients and people excel.Summary Description:
The Lead Network Engineer Team Lead within the Deloitte National Operations Center (DNOC) will provide subject matter expertise for Deloitte's network infrastructure. This position will be responsible for mentoring, cross training and developing troubleshooting standards for all team members. The Engineer will direct and guide other DNOC Engineers to isolate and determine the root cause
of system problems.  The position will either take corrective actions or guide other teams in issue resolution.
 
Scope:
Routers, Circuits, Switches, WAPs, Internet access, Dedicated T1s, External DNS, Aventail, Client Connectivity, DHCP, Cyclades, Access Manager, Radius Authentication, Firewall, WEB Proxy, ATM, Frame Relay, LAN
 
Schedule:
Coverage within the DNOC will be 7 days a week at 12 hours per day.  This role will include a minimum of 2 Analysts during each shift Monday through Friday and either rotation or permanent assignments to cover 1 shift each on Saturday and Sunday.
 
Duties and Responsibilities:
- Manage applications, network and systems event correlation for normal operation to minimize or avoid business impacting outages or disruptions.
- Supervise the management of service desk queues -
- Own incidents and problems through final resolution
- Work with DNOC Manager to develop and implement escalations procedures.
- Provide
timely communications  to  Duty Managers and ITM team regarding incidents/problems
- Lead  Technical Assistance Calls (TAC) as required
- Mentor team members in the areas of service, support, and skills.
- Drive actions to maintain optimum performance of applications and systems
- Lead Triage Calls  with other support channels not physically located in the DNOC to achieve prompt incident and problem resolution
- Utilize and operate specialized tools to monitor and/or resolve incidents/problems (TEC, NetView, Alterpoint, CiscoWorks, etc…)
- Work with 3rd party vendors as needed for timely incident/problem resolution
- Procedure documentation and cross-training of other DNOC members
- Available for on-call rotation after-hours to collaborate with India DNOCPrimary Qualifications:
- Bachelor's degree in Computer Science, Business Information or similar or associated undergraduate program.
- 4-6 years of technical support experience
in a geographically distributed company.
- Strong problem solving skills with proven ability to influence and negotiate outside of a reporting relationship
- Ability to effectively manage, negotiate with and yield cooperation to all resources of a support environment.
- Superior oral and written communication skills, including technical writing
- Creativity and proven ability to navigate successfully through complex issues and un-chartered situations. Out of the box thinking with mature analytical skills are a must.
- 1-2 years experience with leading a technology team.
- Proven administration experience in some or all of the following: Routers, Circuits, Switches, WAPs, Internet access, Dedicated T1s, External DNS, Aventail, Client Connectivity, DHCP, Cyclades, Access Manager, Radius Authentication, Firewall, WEB Proxy, ATM, Frame Relay, LAN
- A self motivated, driven leader is greatly desired. Ability to guide and mentor team members toward issue
resolutions and providing excellent service delivery despite obstacles.
- A strong understanding of the technical interdependencies between networks, applications and operating systems
- Sufficient interpersonal and social engineering skills to negotiate, and resolve questions around ownership of a problem.
- The ability to view incidents and problems from the customer perspective, representing the customer when other teams are not driving toward a solution or when questions of incident ownership are not resolved.
- A broad and real understanding of the revenue impact caused by extended delays in incident resolution
- A proactive service attitude that can look beyond a strict process/priority matrix.
- Strong organizational skills and ability to multitask under pressureDeloitte & Touche USA LLP and its subsidiaries ("the Deloitte US Firms") are equal opportunity employers.Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss
Verein, its member firms and their respective subsidiaries and affiliates. As a Swiss Verein (association), neither Deloitte Touche Tohmatsu nor any of its member firms has any liability for each other’s acts or omissions. Each of the member firms is a separate and independent legal entity operating under the names “Deloitte,” “Deloitte & Touche,” “Deloitte Touche Tohmatsu,” or other related names. Services are provided by the member firms or their subsidiaries or affiliates and not by the Deloitte Touche Tohmatsu Verein.
Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu. In the U.S., services are provided by the subsidiaries of Deloitte & Touche USA LLP (Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP, Deloitte Tax LLP and their subsidiaries), and not by Deloitte & Touche USA LLP.
REQUIREMENTS
Please see Job Description