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Network Engineer - Incident Management

11/02/2018Call Center
Job Location:
Hilliard, OH
Metro Area:
OH - Columbus
Company Name: Verizon
Website:  Click to Visit

What you’ll be doing...

When our customers have a major technology incident that impacts their critical applications and services, you’ll be there to take charge and manage the situation. You will be responsible for driving multiple activities to restore services in a way that meets or exceeds customer expectations. Your role will be pivotal to make sure that the incident management process works as planned and that we learn from these situations to continually improve.

You will be a part of a diverse and talented group of network engineers, supporting a wide variety of technologies for a large health care provider. You will be isolating and repairing network outages, and performing change management in a 7x24 NOC environment. You will have the opportunity to learn, troubleshoot and isolate multiple platforms, both data and voice.

  • Designing, implementing and managing the Incident Management process, including creating and updating all supporting documentation.
  • Directing activities and establishing command and control during technology incidents.
  • Coordinating and driving all activities during the incident on the incident bridge to quickly restore services.
  • Ensuring status updates are provided to leadership and customers during recovery activities.
  • Overseeing post incident debrief meetings to identify root causes and engage vendors.
  • Ensuring that event details are gathered to provide necessary communications to the customer and internal teams.
  • Ensuring that scenario based escalation lists are established, maintained and implemented as appropriate.

What we’re looking for...

You have strong knowledge of incident problem and resolution processes. Executing against strategies for technology resolution, you perform well under pressure and can manage multiple operational activities. You’re a creative networking engineer who is not afraid to roll up your sleeves and troubleshoot multiple networking technologies (think Cisco, think Viptela, think Juniper, think Cisco Call Manager). You have the drive to review and evaluate existing processes and procedures, and the confidence to suggest and implement changes.

You’ll need to have:

  • Associate’s degree or two or more years of work experience.
  • Three or more years of relevant work experience.
  • Willingness to be on call for some weekends and perform shift work in a 24/7 operation center.

Even better if you have:

  • A degree.
  • Knowledge in one or more of the following areas: Network, WAN, LAN, Voice, Data Center, and Security or Applications support.
  • Experience managing large scale technology incidents.
  • ITIL v3 Foundations certification.
  • Willingness to learn on the job.
  • Ability to communicate, collaborate and work in a 7x24 team environment.

Work city and state are flexible based on Verizon locations.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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