Network Operations Analyst II


Media, PA Hybrid Jan 24
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The Network Operations Analyst II is responsible for performing daily network operations tasks, resolving escalated trouble tickets, and optimizing network services. Responsible for creating and maintaining network performance baselines, defining monitoring thresholds and creating procedures for alarm response.   The role aids in the creation, maintenance, communication and optimization of all network support procedures, and process documentation.

Principal Duties:

  • Act as a subject matter expert in network operations.   Responsible for daily network operational support.  Manage incident and request ticket queue and write support procedures for teir 1 teams to increase 1st contact resolutions.
  • Support the Network Operations Team Lead by providing reports on incident trends and identifying potential problems requiring tier 3 escalation.
  • Represent the Network team in cross-functional support operations.
  • Create and maintain baseline performance of new network solutions.
  • Operate and maintain enterprise network monitoring and support tools.
  • Support network equipment at Store, corporate, and branch locations.
  • Act as a tier 2 escalation point for issues that can’t be resolved by NOC technicians and desktop support technicians.  Provide oversight and ensure proper escalation of all network incidents.
  • Assist in the development and adherence to policies and procedures associated with network security, support, training, and installation.
  • Ensure all network infrastructure is added to monitoring tools. Create  reports to capture network performance trends.
  • Maintain relationships and interface with tier 1 teams and vendor escalation reps to increase resolution times.
  • Prevent temporary or undocumented configuration changes. Create audit reports that identify and remediate non-standard configurations.
  • Fulfill service requests for various network services including DNS, DHCP, Firewall, WAF, load balancer.
  • Research, evaluate and stay current on network technologies. Maintain skills and capabilities through education, training and hands-on experience.
  • Follow procedures for all changes, particularly firewall rule changes and configuration changes to equipment that is in scope for PCI-DSS audit.
  • Provide assistance in improving network operational & support activities to meet established service level agreements.
  • Assist in evaluating network solutions and make recommendations based on business or operational requirements.

Essential Functions:

  • Ability to work well individually as well as in a team environment
  • Excellent oral and written communication skills
  • Excellent customer service skills
  • Ability to work with minimal supervision
  • Detail oriented and excellent organizational, time and stress management skills
  • Excellent analytical and problem solving skills
  • Ability to handle multiple projects simultaneously and independently
  • Excellent interpersonal skills
  • Proven self-starter with demonstrated ability to make decisions
  • Ability to participate in a 24x7x365 on-call rotation. Strong project management skills and experience leading small to medium sized projects.
  • Strong vendor management skills
  • Prioritizes work while considering the bigger picture, aligning to department objectives.

Basic Qualifications:

  • Bachelor’s degree related to Information Technology preferred or equivalent work experience.
  • 5+ years of related work experience in the field of networking.
  • Minimum of two years administering an enterprise network infrastructure with multiple branch locations in diverse geographical regions.
  • Skilled in LAN/WAN monitoring, and troubleshooting. 
  • Recent experience in a network operations role.
  • CCNA certification preferred.
  • Familiar with wireless networking.  Experience with Cisco Meraki  preferred.
  • worked with ITSM ticketing tools. ServiceNow preferred.
  • Proficiency with layer 2 switching technologies including spanning tree, port security, private vlans, trunking. Cisco preferred
  • Experience troubleshooting BGP, OSPF, and EIGRP routing protocols.
  • Experience with firewall support and management.  Palo Alto preferred.
  • Experience with DDI solutions. Infoblox preferred
  • Experience with network monitoring tools, configuration automation, and performance reporting. Solarwinds preferred
  • Knowledge of standard support frameworks. (e.g., ITIL, COBIT, CMMI)
  • Understanding of network security principles, compliancy regulations, and maintenance of network security posture.  Experience with PCI-DSS compliancy preferred.
  • Experience supporting WAN circuits, routers, switches, firewalls, load-balancers, wireless and VPN technologies.
  • Familiar with SD-WAN technologies. Viptela preferred
  • Familiar with web proxy & content filter technologies
  • Experience maintaining, enhancing, and customizing network monitoring tools.
  • Expertise creating custom network performance reports and custom monitors and alarms in network monitoring tools.
Retirement & Stock Options Benefits
  • 401k with company contribution
  • Company Equity
  • Financial Planning Services
  • Access to Coaching (Health, Professional, Life)
  • Community Service Programs
  • Hybrid Work Options
  • Pet Insurance
  • Public Transportation Assistance
  • Relocation Assistance
  • Accessible Building
  • Accessible Devices
  • Accessible Work Environment
  • Job Modification
Perks & Discounts
  • Bring Your Own Device Reimbursement
  • Casual Dress
  • Cell Phone Reimbursement
  • Lunch Provided
  • Offsite Company Events
  • On Site Gym/Fitness
  • Special Discounts
Parental Benefits
  • Childcare Assistance Programs
  • Family Medical Leave
  • Nursing Room
  • Commitment to Work/Life Harmony
  • Flexible Work Schedule
  • Paid Holidays
  • Paid Sick Days
  • PTO
Health & Wellness
  • Dental Insurance
  • Employee Assistance Program (EAP)
  • FSA
  • Gym Reimbursement/Discounts
  • Health Insurance
  • HRA
  • HSA
  • Life Insurance
  • Long Term Disability
  • Mental Health Benefits
  • Onsite Gym
  • Short Term Disability
  • Vision Insurance
Professional Development
  • Employee Recognition Programs
  • Tuition Reimbursement
What types of technologists are you looking to hire? As we continue our digital transformation, we’re looking to hire an incredible team of technologists to build the back-end features and functionality of our platform, including: Senior software engineers Lead software engineers Platform engineers Platform architects Security engineers Risk and compliance Forensic analysts SCRUM masters   What is your tech stack? We are always exploring new technology and languages to see how they can benefit our platform. Right now we’re working with AWS, Java, Kubernetes and Golang on the back-end and ReactJS on the front-end. It can surprise people who only think of Wawa as a convenience store, but we’re very passionate and proactive about using the latest technology to build our digital experiences. There’s a lot of room for our tech team to try new things and bring them to the table.   Tell us about what it's like to work at Wawa HQ. Wawa is a people-first organization, which means we care about our people over everything else and treat them fairly. The culture is very supportive and collaborative — everyone works together. And, we really give you the opportunity to spread your wings. We have many people who have worked here for 15 to 40 years, which says a lot. You can go to the cafeteria and eat lunch next to the CEO. It’s the kind of place where everyone is happy to come to work on a Monday morning. And there’s coffee everywhere.   How does Wawa give back? Wawa proudly gives back through The Wawa Foundation, a 501 (c)(3) non-profit corporation focused on building stronger communities in three areas of health, hunger and everyday heroes. Since its inception in 2014, The Wawa Foundation has contributed more than $100 million to non-profit community organizations. Wawa and The Wawa Foundation are proud to support seven National Partners with in-store customer fundraising campaigns and provides its associates with year round volunteer and participation opportunities with waived registration and fundraising at community events such as JDRF One Walks, LLS Light the Night, Special Olympics Polar Plunges, among others. At Red Roof, our corporate campus, our associates support some mentoring programs directly including  a  Big Brother, Big Sister program called Beyond School Walls that brings kids into HQ to get on-the-job mentorship in a real world environment, as well as a partnership through Cristo Rey High School that also pairs high school students with job opportunities.  Our Product Development team hosts Future Food Scientist workshops giving middle schoolers from throughout our communities a closer look at careers in the food sciences.