Network Engineer L2 – Operations - RnS

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)