Responsibilities:

• 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.

Qualifications:

• 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.
  • Experience with AI/Automation tools and technologies
• Skills:
  • 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.
• Preferred:
  • 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.