The Command Center Engineer I position reports to LexisNexis Infrastructure & Technology Operations, ensuring that production systems, services, and network infrastructure work reliably and securely. This position provides 24/7 support within a team that monitors system and network stability and performance, facilitates major incident response and resolution, communicates major incident impact status to the business in a clear and timely manner, provides IT troubleshooting support, responds to support tickets and alarms, and oversees IT support coordination to minimize impacts to the business. This role provides hands-on technical support focused on a variety of IT support responsibilities to maintain Reliability, Availability, and Performance (RAP) through continuous improvement initiatives and core processes.

JOB DUTIES:

Provides network monitoring, troubleshooting, recovery, and problem escalation in a multi-platform production environment.Basic to moderate Network troubleshooting includes checking of infrastructure reachability (Ping), device logon (Telnet/SSH), trace route, site power, and validation of weather/environmental impacts. Focus OSI Layers 1-2Review of device monitoring alerts, events, and statistics using standard tools. Access/logon to impacted infrastructure to perform standard testing and diagnostic functions, including: CPU, memory and bandwidth capacity, interface statistics, and review for abnormal operating conditions such as errors, drops, and discards.Engagement and primary interface with telecom carrier providers (Level 3, Verizon, AT&T, BT, etc.) for incident reporting and resolution for WAN, Internet, Voice, Video, or Managed WAN services. Manages process to ensure timely resolution, regular status updates, escalations, and that SLAs are met.Provides prompt recovery and problem escalation for all reported errors and utilizes that information as well as problem management techniques to ensure resolution of problems.Works closely with development groups, support groups, and vendors to coordinate special operations and communicates/escalates problems as appropriate to meet assigned deadlines.Provides analytical support for the development and enhancement of system interfaces and may develop or enhance those tools under high-level technical direction from more senior staff.Assists in daily support of the systems/products assigned through early detection and pursuit of changes in system responses or operation. Works closely with support groups to refine system monitoring and reporting and to assist them in their analysis and problem recovery.Provides prompt, clear, and timely communications. Logs, coordinates, and communicates problems using standard problem management and escalation procedures.Maintains a team-focused attitude and works towards creating a healthy, respectful atmosphere.Participates in troubleshooting conference calls and acts as a technical lead to these calls when needed.Ticket creation, routing, and follow-up.

TECHNICAL SKILLS:

Strong support experience, knowledge, and proficiency with network support. Primary focus for this role:Knowledge of TCP/IP network routing, switching, F5 load balancers, and Palo Alto firewall.Previous experience in the following Ticketing and Monitoring Systems: Service Now, Datadog, CA Suite (Spectrum,  CA Performance and LiveNX)Experience working with network systems, including routers, switches, firewalls, intrusion prevention, load balancers, Voice Systems, and Linux/Windows systems. An understanding of telecom protocols TCP/IP, UDS, DHCP, DNS, SIP, BGP, OSPF, and EIGRP is beneficial. Ability to perform basic to moderate telecom troubleshooting, including checking of infrastructure reachability (Ping), device logon (Telnet/SSH), trace route, site power, and validation of weather/environmental impacts. Focus OSI Layers 1 -2Support experience, knowledge, and proficiency with the use of Service Management tools for Incident, Problem and Change Management.Support experience, exposure, knowledge, and base support proficiency with one or more of the following: Cloud, Windows, Linux & Unified Communications.Support experience utilizing various operational support tools including, but not limited to, ServiceNow, Datadog, Splunk, CA Spectrum, AWS, or Azure.Secondary skills desired (will help with future advancement): Experience/interest in scripting/development and data analytics (example, PowerBI) skills will present additional opportunity in this role.

Qualifications/Requirements:

Bachelor’s Degree in Engineering (Computer/Telecommunication).CCNA certification is preferred but not required.At least 3+ year(s) of working experience in an Network Operations Center setup or in a technical role within telecommunications, data network, or application server environments.ITIL certification is preferred but not required.

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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