• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 18 Mar 18

Senior Network SME (Subject Matter Expert)

Senior Network SME (Subject Matter Expert)

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Technology
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17072699


Daily Responsibilities:
  • Provide SME/Expert level  Technical Support for the firm's  global network with a focus on network infrastructure in the Americas region:
    • 75% 'Break/Fix' support of standard enterprise Cisco Internetworking Technology solutions
    • 25% 'Break/Fix' support for Internetworking technology infrastructure solutions such as
    • Load Balancers (F5 and Citrix)
    • Juniper Routers
    • WAN Accelerators/Optimizers (Riverbed)
    • DNS Appliciances, QIP/DHCP services
    • WiFi/Wireless communications support
  • Other small pockets of both new and legacy internetworking technologies managed by NCISServe as a technical escalation point for NCIS TierII support
  • Work collaboratively with TierII and mentor junior technicians in order to improve their technical skill set over the long term
  • Provide expert level technical support on conference calls with cross functional partners throughout the technology organization
  • Conduct in depth technical investigations of ongoing incidents involving degredaed network performance
  • Collaborate directly with Global Network Integration and Architecture and Technology Engineering teams  on large-scale projects. This includes design reviews for technical soundness and operational supportability of proposed deployements
  • Maintain written operational procedures for the NCIS. This includes document reviews at predefined intervals, ad-hoc procedure updates in response to operational events, and consistently high quality document management such that NCIS Procedure documents are ready for audit/scrutiny at any time
  • Perform pre-defined configuration assurance/standard build  checks to satisfy Risk and Control and Safety and Soundness initiatives as part of proactive configuration management of all NCIS managed technology infrastructure. This includes validating proper configuration on all redundant 'A/B' pairs, validating all infrastructure is configured in accordance with document engineering standards, and forumulating remediation plans when exceptions are identified
  • Escalate intenertworking design/architectural issues to Architecture/Network Engineering teams for further analysis
  • Work collaboratively with Engineering counterparts to achieve a design solution to the issues identified during the course of working through operational incidents
  • Evaluate issues for 'global exposure' relative to the install base of the hardware/software solution in question
  • Ensure the remediation plan accounts for remediation of the full exposure
  • Major Incident Support
  • Represent NCIS as the Technical Lead/Expert resource on conference calls for business impacting incidents which may or may not be due to a failure in NCIS managed technology infrastructure
  • Drive major incident conference calls as the lead representative for NCIS through consistent, professional, and highly assertive communication
  • Maintain focus and poise for the duration of the major incident support cycle and work through all challenges with a results-oriented attitude and relentless focus on enhanced customer service through rapid incident resolution
  • Collaborate with SDMs, Network Engineering, Vendor Support Teams, etc, with the goal of aligning all parties towards achieving incident resolution as quickly as possible
  • Communicate with NCIS Management to provide frequent status updates regarding the technical issue, status of the remediation efforts, and ongoing business impact
  • Collaborate with CTI Service Assurnace teams including Incident Management and Problem Management by providing technical input towards the production of incident reports and 'Post Mortem' problem reports for high severity issues
  • Provide definitive and formal 'root cause analysis' for outages caused by a failure in NCIS managed technology infrastructure and put forward recommendations to prevent reoccurrence
Departmental Contributions:
  • Introspectively review NCIS operating procedures, daily support practices, major incident support, etc and provide feedback to the leadership team for the purpose of continuous service improvement and operational excellence
  • Foster innovation
  • Work with SDMs, and Engineering colleagues to ensure NCIS support services stay current/ahead of the market. Think about what we do today versus what we should be doing tomorrow 
  • Drive operational efficiencies
  • Maintain awareness of all NCIS workflows and automation/efficiency opportunities
  • Utilize the wide range of tools to enhance efficiencies within NCIS Operations
  • Provide input to NCIS management on automation enhancements and workflow optimization opportunities


Qualifications/Requisite Knowledge Base:
  • 5+ years of experience in providing network operations support.   Experience supporting a network with 1000+ nodes is preferred. NOC (Network Operations Center) experience is highly preferred
  • Expert level working knowledge of enterprise TCP/IP communications (IPv4, QoS, IPSEC, etc.)
  • Expert level working knowledge of enterprise standard Ethernet media types:  Fastethernet, Gigabit and TenGigabit
  • Expert working knowledge of Cisco routers and switches, WANs, (T1, T3, MPLS)
  • Expert working knowledge of three of the following routing protocols: EIGRP, BGP, OSPF, RIP
  • Expert knowledge of network protocol analysis using industry standard toolsets such as Niksun NetVCRs, Ethereal Wireshark, etc. Familiarity with Netflow data exports and data collection/analysis
  • Expert knowledge of IPSLA probes, application specific network performance analysis, and TCP/IP optimization mechanisms for maximizing application performance across enterprise networks
  • Expert knowledge of common security threats facing enterprise networks including DDOS (Distributed Denial of Service) and various defensive mechanisms and threat mitigation strategies
Any of following Industry Certifications are highly preferred:
  • Cisco Certified Network Professional (CCNP)
  • Juniper Networks Certified Internet Specialist/Professional (JNCIS, JNCIP)
  • Information Technology Infrastructure Library - Version 3 Foundations (ITIL Version 3)
  • A commensurate knowledge base in absence of certification is acceptable
General Attributes, Characteristics, and Capabilities:
  • Highly assertive communications skills, commanding personality
  • Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication
  • Must be aggrsessive but also professional
  • Must show confidence in all communications so that key stake holders are not doubtful of the information being communicated
  • Effective prioritization skills and high energy
  • Ability to work in a fast-paced network operations  environment
  • Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational and project based workload
  • Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience that may lack a deep technical understanding of internetworking technology solutions
  • Ability to drive communication between business leaders and IT
  • Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence
  • High sense of urgency and commitment to exceeding customer expectations
  • Strong personal work ethic, inspires excellence and enthusiasm amongst peer group
  • Resilient and highly responsive in overcoming adversity, ability to work through a multitude of challenges/obstacle in order to achieve the desired end result
  • Ability to provide clear and detailed documentation of all technical troubleshooting tasks performed on all incidents in order to maintain proper continuity in a 24x7 network operations center environment
  • Ability and willingness to operate within tightly controlled operational procedures
  • Proficiency in managing customer satisfaction requirements within the confines or operational procedures to achieve a suitable outcome for all stakeholders
  • Demonstrated technical competencies and history of increased responsibilities during previous three years
  • Strong dedication towards continual growth and self-improvement including year-over-year progression in industry certifications and overall technical proficiencies and knowledge base
  • Strong analytical, organizational, written and interpersonal skills
Singapore Singapore Singapore SG