Expert Support Engineer

Blue Yonder Title: Expert Support Engineer
Overview
This role supports the day-to-day stability and performance of the network environment by independently managing incidents and executing service requests with timely resolutions. Operating within the core Infrastructure Operations team, the position contributes to service continuity by assisting with root cause analysis and driving corrective and preventive actions. The role works closely with cross-functional teams to address operational issues, support enhancement activities, and participate in ongoing business-as-usual (BAU) project deliverables, ensuring consistent and reliable network service delivery.

Scope
Core responsibilities include assisting in independently managing network incidents, handling service requests for prompt resolution, and supporting root cause analyses to implement corrective and preventive measures. As part of the Operations team, you will collaborate with cross-functional teams to address incidents, support feature enhancements, and participate in business-as-usual (BAU) project activities.

Our current technical environment (optional)

• F5 Load Balancer Skills: LTM administration, iRule Development, SSL Management, and Troubleshooting.

• Cloudflare WAF Management: WAF operations, log review, fine-tuning WAF rules, collaborating with cross-functional team, and troubleshooting issues.

• Firewall Skills: Cisco ASA Configuration, Palo Alto NGFW Management, VPN Configuration, and Troubleshooting.

• Switching Skills: Cisco & Arista Architecture, vPC, MLAG, and Troubleshooting.

• Routing Skills: OSPF & BGP Configuration and Management, Troubleshooting.

• Packet Capture and Analysis Skills: Protocol Analysis, Network Performance Troubleshooting, Traffic Flow Analysis, TCP/IP Troubleshooting.

• Azure Networking Skills: VNet Configuration, Azure VPN Gateway, Azure Virtual WAN, Azure ExpressRoute, Azure Firewall, Azure Network Watcher.

• Network Automation: Terraform pipelines with GitHub for Azure network deployments, and Python with Ansible for private cloud automation.

What you'll do (Add KPI's & Specific Responsibilities)

• Manage and support F5-LTM, Cisco and Palo Alto firewalls, Cisco and Arista routing and switching, as well as Azure VPN gateway and firewall across both private and public datacenter.

• Collaborate with cross-functional teams during Major Incident Management (MIM) to identify root causes and restore services quickly.

• Take ownership of incidents and escalations, ensuring timely and effective resolutions.

• Provide technical support for customer incidents and service requests, ensuring timely troubleshooting and resolution.

• Perform basic packet capture analysis using Wireshark to diagnose and resolve application performance issues.

• Collaborate with other support teams, including Application and Infrastructure, as necessary.

• Coordinate with vendors and technology partners to efficiently resolve hardware and software issues.

• Conduct due diligence for every network change to assess potential business impact and implement precautionary measures.

• Assist in internal root cause analysis (RCA) reviews and provide feedback to improve the quality of RCAs.

• Maintain up-to-date knowledge of Information Security principles and apply them as needed.

• Create and maintain standard operating procedure (SOP) documents for all network implementations.

• Identify and recommend automation opportunities to enhance operational efficiency and minimize human error.

• Generate weekly and monthly reports, offering insights into performance, operational status, and key metrics.

What we are looking for (Add Team Specific Qualifications & Education)

• 7 to 10 years of experience in F5 LTM, Cloudflare WAF, ASA/PALO ALTO/AZURE firewalls, and Routing and Switching.

• Strong technical knowledge, excellent communication skills, and the ability to work effectively within a team are essential for success in this role.

• The ideal candidate will have foundational expertise in managing and troubleshooting F5 load balancers, Cloudflare WAF, Cisco ASA, Palo Alto firewalls, VPN tunnels, and Cisco and Arista routing and switching.

• Familiarity with Azure technologies, including VWAN, Secure VWAN hub, Virtual Networks, NSG, ASG, and NAT Gateways.

• Your responsibilities will include assisting in configuring, maintaining, upgrading, and troubleshooting the Blue Yonder cloud network environment, with a focus on F5-LTM and firewall technologies across both private and public datacenters.

• You will also participate in Major Incident Management (MIM) calls to help identify root causes and restore services.

• Experience in network automation leveraging Terraform, GitHub, Python, and Ansible

• Strong technical knowledge, excellent communication skills, and the ability to work effectively within a team are essential for success in this role.

Additional Skills:

• Certification Preferences: F5 Certified BIG-IP Administrator (F5-CA), Palo Alto Networks Certified Network Security Engineer (PCNSE), Cisco Certified Network Professional (CCNP).

• Automation and Scripting: Knowledge of Terraform, GitHub, Ansible, Python, or scripting tools like Bash. (ID033)

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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