Network Incident Response Engineer

Key Responsibilities

• Respond to and resolve high-priority network incidents, including P1 incidents requiring immediate engagement and rapid service restoration.
• Manage and progress P2 and P3 incidents within the operational support queue.
• Support manufacturing, warehouse, and office locations throughout North America and the broader global enterprise.
• Perform troubleshooting across OSI Layers 1 through 4 to isolate faults and restore services.
• Diagnose network outages, slowness, connectivity issues, hardware failures, software defects, and performance degradation.
• Troubleshoot Layer 2 technologies including VLANs, trunking, MAC address tables, spanning-tree operations, switching loops, and wireless connectivity.
• Troubleshoot Layer 3 technologies including IP addressing, subnetting, inter-VLAN routing, routing tables, WAN connectivity, and BGP operations.
• Analyze Layer 4 connectivity issues involving TCP, UDP, firewall policies, application reachability, session establishment, resets, and timeouts.
• Support SD-WAN operations and troubleshooting activities utilizing Cisco vManage.
• Investigate site outages and node failures to determine root cause and implement corrective actions.
• Coordinate with internet service providers and telecommunications carriers to resolve WAN and circuit-related issues.
• Troubleshoot wireless saturation, RF interference, roaming issues, access point connectivity problems, and endpoint wireless challenges.
• Identify network changes, hardware failures, software bugs, and external factors contributing to incidents.
• Use network monitoring, observability, and troubleshooting platforms to identify affected infrastructure and accelerate service restoration.
• Participate in daily operational review meetings and dashboard reviews to prioritize workload and track incident progress.
• Work alongside senior engineers to learn enterprise troubleshooting methodologies and operational best practices.
• Support incident response activities in a zero-trust network environment.
• Participate in an on-call rotation supporting critical production networks. Day-to-Day Environment
• Review operational dashboards and incident queues daily.
• Manage approximately 120 active operational tickets in a fast-paced support environment.
• Support a network environment experiencing significant annual incident volume.
• Work with multiple monitoring and observability platforms to locate and resolve issues.
• Collaborate with engineering teams, local site contacts, network providers, and internal stakeholders.
• Utilize a broad collection of operational and troubleshooting tools while continuously expanding technical expertise. QualificationsRequired Qualifications
• CCNP certification.
• 6+ years of enterprise network engineering, network operations, or incident response experience.
• Strong hands-on troubleshooting experience in large enterprise environments.
• Deep understanding of TCP/IP networking fundamentals and the OSI model.
• Experience troubleshooting Layer 2 and Layer 3 networking issues.
• Strong knowledge of:
• Switching and routing
• VLANs
• STP (Spanning Tree Protocol)
• BGP (Border Gateway Protocol)
• WAN technologies
• IP subnetting and binary concepts
• LAN and wireless networking
• Experience supporting Cisco enterprise networking environments.
• Experience troubleshooting network hardware failures and software defects.
• Experience working directly with Cisco TAC and third-party service providers.
• Ability to interpret logs, interface statistics, routing information, and network telemetry data.
• Strong understanding of redundant network designs and Layer 2 loop prevention.
• Knowledge of firewall concepts and network traffic flows.
• Excellent communication and customer service skills.
• Ability to work effectively in a high-volume operational environment.
• Self-starter mindset with strong ownership, curiosity, and willingness to learn. Preferred Qualifications
• Experience with Cisco SD-WAN and Cisco vManage.
• Experience supporting manufacturing environments.
• Experience supporting wireless networks at scale.
• Experience with DDI technologies (DNS, DHCP, and IP Address Management).
• Exposure to load balancing technologies.
• Experience working within zero-trust environments. Tools & Technologies
• Cisco SD-WAN (vManage)
• Cisco Catalyst Center
• Cisco Switching and Routing Platforms
• Cisco Wireless Technologies
• ThousandEyes
• ServiceNow
• LiveNX
• Glean
• Network Monitoring Platforms
• ISP and Carrier Portals
• BGP
• STP
• VLANs
• TCP/IP
• UDP
• DDI Technologies Work Schedule
• Hybrid schedule requiring at least 3 days onsite each week in Warren, Michigan.
• One to two remote workdays per week.
• Participation in an on-call rotation:
• Day & Evening (24Hour) on-call assignment approximately once every 10 days.
• Weekend support approximately once every 10 weeks. Weekend coverage runs from Saturday at 6:00 AM through Monday at 6:00 AM.
• Work schedules are adjusted during on-call and weekend support periods. What Success Looks Like
• Begin reviewing and supporting live incidents within the first week.
• Achieve approximately 60-70% operational readiness within the first month.
• Demonstrate strong incident ownership and troubleshooting capabilities.
• Continuously expand technical knowledge through collaboration with senior engineering staff.
• Develop proficiency across enterprise network operations tools, processes, and technologies.