1. Role Summary
Handle escalated incidents, advanced diagnosis, production change execution, problem management and RCA. Not every engineer covers every technology; the pool as a whole must cover WAN, LAN/WLAN, DC/Core, DDI and Security/SASE across all operating hours.
2. Scope and Ownership
Owns
L2 incident diagnosis and restoration
Production change execution
Problem management and RCA
OEM/carrier escalation
Major Incident technical support
Runbook development and operational automation
Hands off
Design and standards changes → SCP / DCP / CAP
New builds → Deployment / Lifecycle
First-line triage stays with NOC
3. Key Responsibilities
Diagnose and restore escalated incidents across WAN, LAN/WLAN, DC and DDI.
Execute approved production changes under CAB, with rollback.
Run problem management and RCA, driving permanent fixes with platform teams.
Escalate to OEMs and carriers and manage them to resolution.
Provide technical leadership on Major Incident bridges.
Troubleshoot Security/SASE connectivity where assigned to the specialist track.
Write and maintain runbooks and transfer knowledge to NOC.
Identify noisy alerts and improve monitoring with platform teams.
Build operational automation (scripts, playbooks, API tooling).
Coach NOC analysts on escalation quality.
4. Required Skills
Technical
Primary Skills
Routing and switching troubleshooting
Versa SD-WAN
Cisco LAN/WLAN
Nexus / ACI
DNS/DHCP/IPAM (Infoblox)
DNAC
DNS/DHCP/IPAM (Infoblox)
Monitoring/observability
Python, Ansible, APIs (strongly preferred)
Depth varies by track; one primary track per engineer
Soft skills
Structured RCA
Vendor management
Clear bridge communication
Mentoring
5. Preferred Skills / Certifications
CCNP Enterprise
CCNP Data Center or Security for specialists
Versa for WAN resources; Infoblox for DDI resources
ITIL Foundation
6. Experience and Education
Approximately 5+ years in enterprise network operations, including escalation/L2 experience.
Degree or equivalent (assumed).
7. Tools and Technologies
ServiceNow
Monitoring/observability platforms
Datadog and Opmanager
Catalyst Center
Versa tools
ThousandEyes
Netskope / Check Point consoles (specialists)
Git, Ansible, Python
8. Work Model
24x7 rotating coverage with on-call (assumed).
Rosters must show each skill track covered across all operating hours.
9. KPIs / SLAs
MTTR by priority
First-time fix rate
Change success rate
RCA completion and recurring-incident reduction
Runbooks delivered
OEM/carrier escalation turnaround
Skill coverage per shift
(Targets to be agreed with Cargill)
10. Escalation Path and Interfaces
Receives escalations from NOC.
Escalates design-level issues to SCP / DCP / CAP and OEM/carrier issues to vendors.
Receives as-builts and runbooks from Deployment; supplies RCA input to platform teams.
11. Common Expectations (all roles)
Operate within Cargill ServiceNow processes, Network CAB / Change Management, and Incident, Major Incident and Problem Management.
Comply with Cargill security and privileged-access controls, documentation and knowledge-management standards, and use Cargill-approved code/configuration repositories.
Work as a staff-augmentation resource embedded in a Cargill-led team.
Build increasing competency in Python, Ansible, APIs, infrastructure/configuration automation, Git version control and automated validation, supporting Cargill's move toward automated and autonomous network operations.
12. Proposed skill mix across the 24-engineer pool (illustrative; Cognizant to finalise)
Track | Primary skills |
WAN / Versa SD-WAN | Versa, BGP/OSPF, carrier troubleshooting |
LAN / Cisco switching | Catalyst, STP, VLAN, routing |
WLAN | WLC/AP, RF, 802.1X/ISE |
DC / Core | Nexus, ACI |
DDI | Infoblox DNS/DHCP/IPAM |
Network Security / SASE | Netskope, Check Point, Versa security |
Monitoring & observability | Alert tuning, dashboards, ThousandEyes |
Automation | Python, Ansible, APIs, Git |
Each engineer holds one primary track and ideally a secondary one to keep shifts covered during absences. Automation and monitoring skills may also be held as secondary skills within other tracks.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
