Sr. Network Operations Engineer
| Company | Moderna |
|---|---|
| Location | Cambridge, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 7+ years of experience in network operations or a related field, with a strong focus on Tier 1/2 support and incident management
- Proven expertise in monitoring network performance, troubleshooting issues, and managing daily operations in a 24/7 global environment.
- Solid technical background in network fundamentals including routing, switching, and basic network security principles.
- Proficiency with network monitoring tools and ITSM systems to manage incidents and service requests.
- Excellent problem-solving skills, strong communication abilities, and a customer-first mindset.
Responsibilities
- Oversee Tier 1 and Tier 2 network operations, ensuring prompt incident response, effective troubleshooting, and timely resolution of service requests.
- Serve as an initial escalation point for Tier 3 issues, providing detailed analysis and facilitating seamless handoffs to the Network Engineering team where required.
- Maintain and update standard operating procedures (SOPs), troubleshooting documentation, and playbooks to enhance team self-sufficiency.
- Continuously monitor network performance using observability tools to detect and remediate issues proactively.
- Collaborate with monitoring teams to optimize alerting mechanisms and ensure full visibility across global network sites.
- Track network performance metrics and contribute to regular performance reviews and reporting initiatives.
- Participate in on-call rotations, ensuring 24/7 coverage and rapid response for critical network incidents.
- Act as a key contributor in incident management, coordinating with cross-functional teams during major outages and facilitating post-incident reviews and root cause analyses.
- Assist in managing vendor support contracts and work closely with third-party service providers to ensure efficient issue resolution.
- Partner with the Service Manager and other stakeholders to drive process improvements, enforce SLAs, and optimize change management practices.
Preferred Qualifications
- Experience working in GxP-regulated environments is a plus. If no prior GxP experience, the engineer should be capable of quickly learning GxP requirements and applying best practices for compliance in network operations.
- Experience in high-growth industries such as biotech, pharmaceutical, or healthcare.
- Advanced knowledge of network observability platforms (e.g., Splunk, SolarWinds, etc.) and hands-on experience with ITSM tools (e.g., ServiceNow, JIRA).
- Industry certifications such as CCNA/CCNP 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.