Network Operations Analyst

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees. We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

Our Mission: We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

EOTSS is seeking to hire a Network Operations Analyst to join the EOTSS Network Ops team. The Network Operations Analyst will be responsible for reviewing and implementing network-related changes to support our Internet, Intranet, Extranet, Cloud and WAN environments. The incumbent will provide Tier II Support for all Enterprise Network and Connectivity. The incumbent will troubleshoot network and security related issues, provide end-to-end resolution or support of all network and security related incidents by utilizing, network, monitoring and security tools and resources including joint resolution with application groups, systems groups, engineering teams, multiple vendors and customers. The Network Operations Analyst will configure and support enterprise management tools to automate tasks in the daily operation of the network and deliver service solutions for the customer.

The Network Ops team provides service to all Executive Branch Secretariats and agencies, Judicial branch, Legislative branch and others at various levels of local, State and Federal government. Where and when applicable the individual will be responsible for onsite resolution to firewall outages when such problems cannot be resolved remotely. The incumbent will also work closely with our Security Operations Center staff for constant collaboration.

The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST. This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. Occasional travel to local offices may be required.

Off-hours/On-call support may be required as determined by the Manager of Network Engineering. On-Call is defined as “non-work time, during which members of staff are required to be available to handle job-related activities and emergencies off hours”. Staff are compensated per the Collective Bargaining agreement for stand-by pay and callback.

Duties and Responsibilities:

• Provide support to teams and departments with technical expertise in TCP/IP, Ethernet, routing and switching.
• Responsible for leading joint resolution teams for critical enterprise service availability incidents
• Provide network services for large-scale N-Tier application deployments.
• Assist in network incident resolution for layer 2 and 3 availability incidents, performance incidents, and resolutions requiring team-based resolution with peers and vendors.
• Experience in a packet capture solution to assist with isolating abnormal client-host communication.
• Implement customization for enterprise network management tools
• Support with technical documentation, including VISIO, SharePoint, and knowledge base articles.
• Configuration of Cisco, Juniper and other manufacturers switches and routers, including Nexus platform.
• Perform on-site service and performance analysis for all customers in the campus backbone and Wide Area Network.
• Work to resolve incidents and implement configuration changes to network devices integrated with firewalls.
• Resolve cyber threat incidents including analysis of network attack profiles, design of network isolation solutions, and implementation of proper access lists when applicable.
• Work to customize and implement SNMP on all routers and switches.
• Prior experience with syslog messages required to create, customize, and properly react to all messages required.
• Assist in wireless support, troubleshooting and incident management, work with Cisco controllers and DNAC as well as Juniper Mist to identify AP status, and troubleshoot.
• Assist with Network Projects with our network Engineering teams when applicable.

Preferred Knowledge, Skills and Abilities:

• At least three (3) years of IT related experience focused on enterprise network operations.
• At least three (3) years of experience with configuration, implementation, and maintenance of Cisco and/or Juniper routers and switches, including wireless technology.
• Working knowledge of cyber threat technical signatures and methods for detection and isolation.
• Experience with Enterprise wide NetFlow solution.
• Possess an understanding of VoIP and troubleshooting performance issues associated with a large enterprise voice over IP deployment.
• Strong knowledge and hands-on experience using enterprise network management tools such as:

-Orion Solar Winds

-Riverbed technologies

-Cisco DNAC

-F-5 Load Balancers

-Aruba ClearPass

-Juniper Mist (wireless)

-Checkpoint and Palo Alto firewall management console

-Juniper Space and Security Director

-SPLUNK

• Proficient knowledge and hands-on experience with the following technical skillsets:

-Cisco IOS, Juniper and Nexus platforms

-Routing protocols such as OSPF and BGP

-LAN/WAN troubleshooting, Network Management Systems

-Amazon Web Services (AWS) is a plus

-Proficient knowledge of Wi-Fi services

• Strong oral and written communication skills with the ability to communicate at all levels of the organization.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, SharePoint, Access, and Visio).
• Ability to analyze, identify and resolve network problems independently and within a team environment.
• Cisco CCNA Certification and/or Juniper Networks Certified Internet Associate JNCIA is preferred but not required