ITS Network Engineer I, Operations Management Center (OMC)

ITS Network Engineer I, Operations Management Center (OMC)

We are looking to hire a highly motivated, best‑in‑class OMC Network Engineer to join our growing team within Corporate Infrastructure Services. The position’s responsibilities involve operational support and maintenance of infrastructure hardware, configuration, and network connectivity for corporate offices. The OMC Network Engineer will work closely with internal customers, on‑prem engineers, and service owners to provide Tier II support for large‑scale, enterprise‑class networks, AV, and Print Services. They will be highly competent in all aspects of troubleshooting and maintaining infrastructure hardware, software, and connectivity. This position will serve as a point of escalation and coaching for Tier 1 engineers, working with minimum supervision to drive and deliver operational changes focused on infrastructure services. OMC Network Engineers are expected to work with established best practices to refine operational procedures, solve issues that go beyond standard operational procedures and configurations, coach Tier I engineers, and constantly think proactively and innovatively. The desire and ability to work in an ambiguous, collaborative environment is essential for success.

Key job responsibilities

• Core Incident Management: Troubleshoot and resolve incoming incidents related to office infrastructure (AV, Print & Network) within defined target times. Use runbooks and technical judgment to determine the scope and severity, involving stakeholder teams as necessary and escalating roadblocks and risks when needed. Correlate concurrent incidents with a common root cause and aggregate them into a single parent incident. Make trade‑offs between time and resources while balancing multiple priorities in a fast‑paced environment.
• Technical Troubleshooting & Vendor Coordination: Coordinate with Internet Service Providers (ISPs), telecom carriers, and infrastructure stakeholders to troubleshoot circuit issues, connectivity problems, and network outages. Document incidents clearly and concisely, contributing to troubleshooting guides and operational procedures that improve team efficiency.
• Communication & Reporting: Effectively communicate office infrastructure health trends; participate in major incident bridges, provide telemetry, and drive resolution. Provide verbal and written summaries of events, incidents, and problems to leadership teams.
• Continuous Improvement & Knowledge Sharing: Contribute to operational excellence by identifying process improvements, documenting lessons learned, supporting root cause analysis, and advocating for continuous improvement in office customer experience. Train new team members on network troubleshooting procedures, incident management workflows, and OMC operational processes.
• Operational Requirements: Work in a 24/7/365 follow‑the‑sun operational model, providing support across multiple time zones and maintaining shift flexibility. Handle on‑call support during off‑business hours.

About the team

Operations Management Center (OMC) within IT Services is the primary point of triage for corporate incidents across Network, Print, and AV (Audio Visuals) infrastructure systems. Triaging is a critical process enabling correlation, alerting, and engagement to reduce infrastructure downtime. Our responsibility is to process incoming volumes by adhering to Standard Operating Procedures (SOPs), dispatching, triaging, resolving issues, or escalating to cross‑functional teams or higher tiers of support, following a 24/7/365 follow‑the‑sun model.

Basic Qualifications

• 2+ years of network engineering and deployments for large‑scale networks in a corporate environment, including hands‑on physical infrastructure installations, hardware integration, racking, and cabling.
• 3+ years of physical‑layer technologies experience.
• 3+ years of network administration experience.

Preferred Qualifications

• 2+ years of hands‑on experience with Cisco routers/switches/firewalls.
• Experience working with data and telecom carriers to procure, deliver, and activate network circuits.
• Experience administering, deploying, or supporting Aruba and Cisco wireless network equipment.
• Demonstrated track record dealing well with ambiguity, prioritizing needs, and delivering measurable results in an agile environment.

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