Build and utilize capacity dashboards to proactively identify and address network stockout issues. Investigate and resolve network incidents, outages, and connectivity problems related to customer capacity limitations.
Review network traffic, bandwidth utilization, latency and identify potential capacity constraints. Monitor customer usage patterns and proactively identify potential capacity needs.
Collaborate with the Operations Lead, customer engineers, and other team members to diagnose and resolve complex issues affecting customer capacity.
Apply troubleshooting methodologies and best practices to restore services and customer capacity quickly.
Maintain accurate and up-to-date network documentation, including diagrams, configurations, and troubleshooting guides, with a focus on customer capacity details.
Document incidents, resolutions, and capacity-related changes in a knowledge base to facilitate future troubleshooting and capacity planning efforts.
Education: Associate's degree in Computer Science, Networking, or a related field.
Experience:
5+ years of experience in network operations or a related field, with a focus on cloud environments.
Experience with cloud networking platforms (e.g., AWS, Azure).
Familiarity with network monitoring and troubleshooting tools.
Experience working with customer support or customer success teams.
Strong understanding of network protocols and technologies (TCP/IP, routing, switching).
Proficiency in troubleshooting network issues at various layers (physical, data link, network).
Ability to work independently and as part of a team.
Excellent communication and customer service skills.
Certifications in networking (e.g., CCNA, Network+).
Experience with scripting or automation tools for capacity management.
Knowledge of cloud capacity planning and scaling best practices.