Network Operations Engineer
| Company | Moderna |
|---|---|
| Location | Cambridge, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- 3-5 years of experience in network operations or a related field, with a focus on Tier 1 and Tier 2 support.
- Solid understanding of network fundamentals including routing, switching, and basic network security principles.
- Familiarity with network monitoring tools and ITSM systems to manage incidents and service requests.
- Strong problem-solving skills, effective communication, and a customer-first approach.
Responsibilities
- Monitor and maintain Tier 1 and Tier 2 network operations, ensuring prompt incident response, effective troubleshooting, and timely resolution of service requests.
- Assist in the escalation process by gathering initial details and transferring unresolved issues to the Network Engineering team as needed.
- Follow and update standard operating procedures (SOPs), troubleshooting documentation, and playbooks to support continuous improvement.
- Use observability tools to continuously monitor network performance, helping detect and resolve issues in a timely manner.
- Collaborate with monitoring teams to ensure effective alerting and complete visibility across network sites.
- Contribute to regular performance reviews by tracking and reporting key network metrics.
- Participate in on-call rotations to help ensure 24/7 support for critical network incidents.
- Support incident management efforts by coordinating with cross-functional teams during outages and assisting with post-incident reviews.
- Assist in managing vendor support contracts and work with third-party service providers (Cisco, Palo Alto, etc) to resolve network issues efficiently.
- Collaborate with the Service Manager and other stakeholders to help enforce SLAs and optimize change management practices.
Preferred Qualifications
- Experience in high-growth industries such as biotech, pharmaceutical, or healthcare.
- Exposure to network observability platforms (e.g., Splunk, SolarWinds) and hands-on experience with ITSM tools (e.g., ServiceNow, JIRA).
- Industry certifications such as CCNA or equivalent network operations credentials are a plus.
- A proactive, innovative mindset with a passion for continuous improvement and operational excellence.
- Demonstrated ability to collaborate effectively with cross-functional teams and manage vendor relationships.