Network Service Engineer

The DDI Engineer will be responsible for providing network operations support for DHCP/DNS/IP address management infrastructure.

Scope of Work

• Service Management, Incident Management, Change Management, and changes such as adding new IP addresses, modifying or deleting existing DDI configurations.
• Provides 24x7 support for production systems, requiring some off-hours and weekend work.
• Service Request Fulfillment: analyze incoming requests, understand customer’s business & technical needs, prioritize, schedule, and execute changes.
• Collaborate with internal/external Bank teams (Network Operations, Engineering, Architecture) and clients on configuration design requirements/standards and impact assessment.
• Perform validation testing and pre-work in non-production environments to ensure successful production implementation.
• Identify solutions, design plans, and prepare required documentation.
• Adhere to Bank processes, including Change Committee meetings & Design Review sessions.
• Provide proper handoff of tickets/designs and relevant details when necessary.
• Knowledge of Process Management, ITIL v3/v4.
• Experience with Remedy ITSM (Service Request/Work Order/Change/Incident Management).
• Excellent verbal and written communication skills, especially for communicating technical data clearly.

Responsibilities

• Act as a proactive and strategic business partner in a network-centric IT environment.
• Manage initiative-based portfolios in a multi-matrixed environment.
• Serve as escalation point for unresolved problems, complaints, and complex service requests.
• Manage the change process through the entire lifecycle.
• Execute portfolios using consulting skills, conflict resolution, and innovative business solutions.
• Apply technical, enterprise, and business knowledge to meet customer needs.

Requirements

• Subject matter expertise in DDI requests (Vital QIP and Bluecat).
• Knowledge of DNS, DHCP, Firewalls, Load balancing, IPS, routing/switching; excellent TCP/IP and packet analysis.
• Experience in Network Operations Service Delivery.
• Managing DHCP/DNS and IP management systems to fulfill requests.
• Managing QIP globally for different regions.
• Responsible for design, peer review, scheduling, implementation, and request closure of DDI requests.
• Perform pre-validations, implementation, and post-checks.
• Submit Changes (CRQs) and execute necessary configurations.
• Fulfill Resource Record, Device Registration, and Site code requests.
• Work closely with business partners and customers, assisting their level 2-3 support teams with research and solutions.

Certifications (Preferred)

• ITIL Foundation Qualified.
• CCNA.
• Bluecat Certification (added advantage).

Mandatory Skills

• Hands-on experience with Bluecat, Vital QIP, and DNS tools.
• Adherence to Operational Discipline and Standard Operating Procedures.
• Knowledge of authentication protocols such as DNS, DHCP, Subnetting, LDAP, IWA, IWA-direct, SSO, and Active Directory.
• Strong analytical skills.
• Excellent customer-facing communication skills in English.
• Knowledge of ITIL best practices.

Desired Skills

• Knowledge of tools like Remedy, Putty, Windows PowerShell, Bluecat, and Vital QIP.
• Strong networking knowledge.