Job Description:
Job Purpose
Customer Engineering is responsible for the delivery of network infrastructure and market services to ICE clients across 27 countries worldwide. The Engineering role provides a key technical function within the CE team and is responsible for liaising with ICE Global Network High Availability and Low Latency customers to deliver and support their connectivity solutions.
Responsibilities
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Administration of assigned projects to Customer Engineering standards
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Project manage the delivery of customer orders and manage delivery expectations in line with the business requirements.
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Planning & execution of networking tasks necessary to deliver customer connectivity solutions
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Generation of hardware configurations and scripts for customer premise equipment & core network equipment, including the use of proprietary scripting tools.
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QA testing of customer site installations
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Accurate and prompt record keeping in accordance with Customer Engineering standards
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Maintaining accurate customer & network specific data
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Working with telecom providers to complete acceptance testing of new customer connectivity
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Troubleshooting and provide technical support “incident” coordination focus during ICE customer provisioning process
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Undertake and lead Technical Interchange Meetings (TIM) with customers
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Providing both internal and external technical documentation
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Provide support on production customer issues relating to their ICE network infrastructure as required
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Liaising with ICE customers to ensure their connectivity requirements are provisioned efficiently and in line with ICE standards
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Liaising internally with other ICE teams to achieve the above
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Own and manage the project delivery from start to finish
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Providing technical support during the provisioning process
Knowledge and Experience
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Bachelor’s degree
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3+ years in network support or network delivery with proven track record of problem solving
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Excellent communication skills both verbally and written with the ability to convey information to both a technical and non-technical audience
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Time management in order to ensure the delivery of client services is achieved
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Network Professional with strong experience working on ‘large’ complex LAN/WAN IP networks within global financial markets production arena
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Strong “hands-on” experience of IP routing protocols with emphasis towards BGP
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Strong “hands-on” experience of IP multicast configuration and support
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Strong “hands-on” experience of Cisco & Juniper product range including VPN products Familiar with current network management tools and techniques
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Strong “hands-on” network trouble shooting skills and traffic analysis
Preferred Knowledge and Experience
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Formal network accreditation, to Juniper JNCIP or Cisco CCNP/DP level
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Basic UNIX / LINUX administration skills
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Network Security experience
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Direct experience of network tools such as Wireshark & Corvil
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Knowledge of current Juniper, Cisco and Arista product range
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Proven project management experience
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Financial services experience, and or Extranet service provider experience
Schedule
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Since Customer Engineer serves clients globally, the ability to work shifts as well as weekend working to achieve successful project delivery is required
