NOC Support Engineer

Transaction Network Services•Blaby, NV

About The Position

The NOC Support Engineer supports the stability and availability of TNS Financial Markets infrastructure and services as part of the Financial Markets Global IP Desk. The role raises and assigns service incident tickets, provides second-level support for IP-related Network Control Center issues, and troubleshoots complex IP network routing, hardware, and protocol problems across the TNS global core and Financial Markets network. The engineer works with vendor help desks, including Cisco and Juniper TAC, and escalates issues to engineering when needed, while maintaining assigned tickets and keeping customers informed. This is a customer-facing role requiring technical understanding of networks, systems infrastructure, and datacenters, as well as familiarity with financial markets and exchanges. The engineer monitors event management systems and inbound customer communications, responds to calls, triages incidents using runbooks, and engages NOC engineers to drive incidents through resolution. The Global IP Desk provides 24x7 coverage on a rotating basis, including rotating after-hours on-call escalation. The role also supports network maintenance and change management, and performs final operational readiness checks for project handover to the NOC.

Requirements

Knowledge of TCP/IP, VPN, MPLS, and routing protocols including OSPF, BGP, EIGRP, RIP, and IS-IS.
Hands-on experience configuring Cisco, Arista, and Juniper routers and switches.
ITIL certification.
Experience with Microsoft Office software, communications software, and Visio.
Experience working with external customers and providing support in NOC environments.
Three to five years of experience troubleshooting circuits.
Three to five years of experience in network operations and troubleshooting.
Excellent communication, customer-service, and time-management skills; strong written and verbal communication skills.
Ability to multitask; hardworking, focused, thorough, punctual, self-starting, and attentive to detail; able to work as part of a team.

Nice To Haves

A Computer Science or applicable degree, or equivalent work experience.
Experience in a financial-industry support role, preferably with a Financial Markets managed service provider or independent software vendor.
Understanding of Financial Markets, including equity, futures, and options.
Advanced knowledge of exchange market data and order-routing protocols.
Experience supporting and troubleshooting multicast market data streams.
Experience with change management processes.
Direct trading experience.

Responsibilities

Support global, large-scale TCP/IP, VPN, and MPLS networks, including OSPF, BGP, EIGRP, RIP, and IS-IS protocols.
Configure and troubleshoot Cisco, Arista, and Juniper routers and switches.
Manage vendor support interactions, including extensive coordination with Cisco and Juniper TAC.
Perform second-level network and protocol troubleshooting and debugging.
Coordinate, schedule, and support network maintenance and change management activities in accordance with the Change Management Policy, including second-person review of changes.
Provide rotating on-call escalation support, including after-hours availability.
Perform operational readiness and final checks for project acceptance and handover to the NOC.
Manage incidents to restore client and network services with minimal impact.
Monitor TNS event management systems.
Monitor and manage inbound customer email and respond to inbound telephone calls to TNS Network Operations.
Raise incident tickets in the TNS Incident Management system and provide incident triage following defined runbooks.
Engage NOC engineers and follow incidents through to successful resolution.
Contribute to a global team providing 24x7 IP Desk coverage on a rotation basis.