Network Investigations Analyst

FiberLight LLC•Plano, TX

About The Position

The Network Investigations Analyst is responsible for identifying, analyzing, and resolving network issues to ensure the stability and reliability of the company's network infrastructure. This role involves detailed investigation of network incidents to determine the root cause and provide a comprehensive Reason for Outage (RFO) report. The engineer will work closely with various teams to implement corrective actions and prevent future occurrences.

Requirements

Bachelor’s degree in computer science, Information Technology, Telecommunications, or related field, or equivalent combination of education and experience.
3-5 years of experience in network operations, analysis, or engineering roles.
Demonstrated experience conducting root cause analysis and developing corrective action plans.
Proven track record working within ITIL or similar IT service management frameworks.
Experience with network monitoring tools, ticketing systems, and documentation platforms.

Nice To Haves

Strong understanding of network protocols (TCP/IP, BGP, OSPF, VLANs, spanning tree, etc.).
Proficiency with network diagnostic tools (Wireshark, ping, traceroute, SNMP).
Experience with network monitoring and management platforms (SolarWinds, Nagios, PRTG, or similar).
Hands-on experience with ticketing and workflow systems (ServiceNow, Remedy, Jira, or similar).
Excellent analytical and critical thinking abilities with a systematic approach to complex problem-solving.
Strong written and verbal communication skills for technical documentation and reporting.
Collaborative mindset with demonstrated ability to work across functional teams.
Relevant certifications, such as CCNA or ITIL Foundation, are a plus.

Responsibilities

Lead and facilitate Root Cause Analysis (RCA) sessions for network incidents and outages, ensuring adherence to established RCA methodology and frameworks.
Conduct thorough investigation of network events, synthesizing technical data from multiple monitoring systems, logs, and diagnostic tools.
Document comprehensive RCA findings with clear problem statements, contributing factors, and impact assessments.
Develop detailed recommendations and action plans addressing immediate remediation needs and long-term preventive measures.
Review, validate, and process Requests for Outage (RFOs) in accordance with change management procedures.
Monitor network performance metrics and identify degradation trends before they impact service delivery.
Create and maintain comprehensive documentation of network incidents, analyses, and resolutions.
Serve as liaison between Network Operations Center (NOC) and other IT teams, facilitating cross-functional problem resolution.
Prepare and deliver incident reports, trend analysis, and improvement recommendations to management.
Collaborate with vendors and service providers on escalated issues and service improvement initiatives.
Proactively monitors network health using Network Management System (NMS) tools to identify and address performance bottlenecks and capacity issues