InfraOps Network Engineer II, 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 both 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 and works 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, using judgment to determine if an incident requires troubleshooting or routing to a service manager team, working with team members and cross-functional partners to deliver solutions. Use runbooks and technical judgment to determine the scope and severity of incidents, involving stakeholder teams as necessary and escalating roadblocks and risks when needed while learning best practices for operations. Correlate concurrent incidents related to a common root cause and aggregate them into a single parent incident. Make trade-offs between time and resources when managing incidents, balancing multiple priorities in a fast-paced operational 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 regarding office infrastructure health trends as they happen. Participate in Major incident bridges, providing telemetry and driving resolution. Provide verbal and written summaries of events, incidents and problems to leadership teams, communicating technical issues and resolutions.
• 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

• Experience as a network engineer with deployments for large-scale networks in a corporate environment and hands-on experience in physical infrastructure installations including hardware integration, racking, and cabling.
• Experience with physical layer technologies.
• Experience in at least one infrastructure tech domain (e.g. networking, storage, server, OS Windows/Linux platforms).
• Experience with IP networking fundamentals and TCP/IP, UDP, DNS & DHCP.
• Experience in internet routing protocols and concepts: TCP/IP, BGP, MPLS, ISIS and/or OSPF.
• Experience in network administration.
• Experience in project management at enterprise level.
• Work in a 24/7 environment.

Preferred Qualifications

• Experience in networking.
• Experience solving problems with technology in the Telecommunications industry.