Job Description

The purpose of the Lead Network Engineer is to play a lead specialist role in the setting up, developing, and maintaining computer networks within the organisation. This role is applying in-depth expert level knowledge of technical support to manage and lead user support and the troubleshooting and resolution of network problems and client queries, and efficiently configure, test, monitor and control the performance, status, and maintenance of computer networks within the organisation. This role will be responsible for managing incidents of high complexity, conduct advanced and complicated tasks, and provides resolution to a diverse range of complex problems. The role uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise to achieve the desired outcomes, while coaching and mentoring team members across functions. This role further coordinates and liaises with vendors and internal teams to monitor the installation and integration of network and security technologies including support for escalated incident resolutions.Job Advert Details
Job Category IT
Job ObjectivesCapacity and Performance management:
Maximise network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades, and collaborating with service providers.
Work closely with Network Architect to develop future networks
Manage multiple small and large-scale technology deployments - Planning activities and projects well in advance and considering possible change circumstances.
Contribute to change management process by ensuring that all changes are assessed for their impact on capacity and performance and attending change meetings when appropriate
Assist with capacity management and audit of all Networks and Security within the group
Understanding the current usage of the infrastructure and IT services, and the maximum capacity of each component
Analysis of usage and performance data, and reporting on Service and Component performance against targets contained in SLAs
Develop and modify capacity management reports
Participate in the acceptance, on-boarding and early life support of new services.
Support the design, agreement and implementation of the relevant service model standards and processes across all relevant suppliers.
Manage and maintain capacity and network management tools (CA Performance Center, NFA, Velocloud Orchestrator).Network equipment monitoring:
Ensure that the network equipment deployed is being monitored by Spectrum, Performance Manager and NFA.
Work closely with the vendors to ensure that the network setup performs optimally, including the up/down parameter configurations on the network equipment for monitoring purposes.
Continually monitor for high link utilisation and take appropriate proactive actions.
Ensure that Shoprite monitoring requirements are implemented and maintained by vendors.
Perform failover testing with vendors when required.
Execute configurations and pre-builds for network and data solutions prior to installation, and ensure continuous service on all network services
Identify problems and errors before they impact a users service.Network incident management:
Provide technical support on any networking related incidents according to established Service Level Agreements (SLA) and support priority guidelines as set out by the department, and ensure the client is informed within the various support stages.
Understand and adhere to the different levels of authority of users and accompanying SLAs
Assist with network related training and/or guidance for 1st and 2nd line technicians where required.
Communicate with other teams and clients for extending support.
Incident Management & Technical Support
- Provide 3rd level support to complex incidents, request and identify the root cause of incidents and problems
- Provide technical support queries regarding network services, determining the root cause of the problems, implementing corrective measures, and utilising applicable tools to monitor network performance and prevent further recurrence.
- Provide remote troubleshooting and fault finding if problems occur.
- Conduct data network fault investigations in local and wide area environments using information from multiple sources.
- Identify and manage or escalate as appropriate capacity service risks and issues when they arise.
- Update tickets with resolution task performed.Vendor Management:
Liaise and Manage Third Party vendors to perform installations and resolve incidents or maintenance or upgrades.
Ensure that the vendors comply with the installation standards, including the installation and configuration of network devices as part of rollout projects according to service level agreements.
Ensure efficient support, resolve, and provide feedback on any escalated incidents/queries.
Assist vendors with onsite contacts when required.Planning and management of network changes:
Adhere to Shoprite change management process guidelines to manage changes.
Apply technical specialist knowledge to properly understand and communicate the impact of changes for the business and users.
Ensure changes implemented by vendors are sound and tested thoroughly.QualificationsDegree or Diploma in IT computer networking, electronics or equivalent.
Relevant network infrastructure certificates such as:
- Cisco (CCNP).
- CCDP (Design).
- F5.
- Fortigate Firewall
- Cisco Data Centre Switching
- Large Scale Wireless Tecnologies
Experience3-5 years' experience in a Senior Network Engineering role or similar, with in-depth specialist experience implementing, efficiently supporting, and managing large scale and complex network infrastructure.
+10 years' experience working in IT systems or IT operations in a large-scale network engineering environment.
Extensive experience managing vendor relationships within the context of network infrastructure technology supply and support services.
Knowledge and SkillsAdvanced knowledge and experience with the setting up, configuring and supporting network topologies and Security. - (essential).
Strong proficiency in Microsoft Office 365.
Experience in a retail, commercial or IT environment.
Experience working in an Agile environment.
Knowledge of and practical experience with:
- Distribution Centres
- Working with ISE
- Enterprise Wireless Technologies
- Working with Data Centre Networks
- Enterprise Monitoring
- Understanding Protocols such as (HTTP/S, DHCP, DNS, SMTP, SNMP, NTP, SSH, FTP and other web-based protocols)
- Enterprise-scale LAN systems (STP, VTP, Port-channel, Trunking, VLANs, VACLs, Stacking)
- Networking technologies, principles and protocols based on OSI model, TCP/IP, UDP, IP addressing, and MAC addresses etc.
- Enterprise Wi-Fi technologies
- High Level Understanding of Routing Protocols such as (EIGRP, OSPF and BGP)
- Incident management systemsKnowledge of and exposure to:
- Networking Technologies (/Data Centre)
- Firewall Security
- Wireless Technologies
- BIG-IP F5 Load Balancing TechnologiesKnowledge of and exposure to:
- Managing Small to Medium Projects/Installs
- Familiar with Service Delivery life cycle
- ITIL / Cabling Standards / ITSM (Helix) / Logic MonitorStrong technical aptitude with a passion and excitement for engineering infrastructure systems, new technologies and solutions and its range of possibilities, applications and value for the business.
Critical thinker - Able to collect, organise and assimilate disparate, multiple, and complex pieces of data to arrive at optimal solutions and embed the right structures. Demonstrates an understanding of how one issue may be a part of a much larger system.
Takes Initiative - proactively decides and act without relying on the direction of others or with minimal guidance. Able to promote self-directed behaviour in team members.
High level of self-motivation and drive to meet and exceed on goals and expectations and engage and energise others to deliver on expectations. Comfortable taking decisions and dealing with a range of problem-solving challenges independently.
Detailed, organised and quality focused - Has an affinity for detail, structure and efficiency, balancing planning, and execution. Is diligent and vigilantly watches over work processes, tasks, and outputs to ensure accuracy while independently actioning and correcting any quality concerns.
Strong communicator and presenter - Inspire commitment. Can confidently explain and simplify complex technical concepts and their real-world advantages/disadvantages to a diverse business audience.
Collaborative partner - Works effectively across functions and as part of a multi-disciplinary team. Is collaborative and able to build sound, professional relationships with internal and external stakeholders.
Leadership skills - Natural leader with the ability to easily establish trust-based relationships. Coaches and mentors' others to deliver end-to-end business solutions in a collaborative and professional manner.
Ability to work under pressure and under tight time constraints, efficiently prioritising workloads, balancing multiple and competing priorities and managing time effectively in a high-volume, fast moving environment. Enjoys challenging work and has the proven ability to effectively adapt to and manage change.
Is curious and adaptable, finds agile and rapid ways of answering business questions and implementing solutions fast.
Passionate about continuous learning and self-develop - Demonstrates eagerness to acquire necessary technical knowledge, skills, and judgment to be an excellent resource to meet the customers needs effectively. Has desire and drive to acquire knowledge and skills necessary to perform the job more effectively.
Creating & Conceptualising - Learning and Researching - Actively seeks out new information and understanding through dedicated research and learning efforts. Demonstrates innovative thinking and the ability to conceptualise new ideas based on acquired knowledge.

Shoprite Holdings