Technical Analyst 4 (Network Operations)

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Enterprise Network Service provides essential network connectivity and operational services to the Sun Life Financial global community in support of the digital enterprise and business operations worldwide. The Network Operations Team is responsible for maintaining the stability, availability, performance, and operational support of network services across local, regional, and global environments. This role works closely with engineering teams, vendors, and business stakeholders to ensure reliable network operations and effective service delivery.

• Provide operational support and technical expertise to ensure network services remain available, secure, and performant.
• Monitor, troubleshoot, and resolve network incidents, service degradations, and infrastructure issues affecting business operations.
• Participate in a 24x5 operational environment, providing support for Incident Management, service restoration, and Major Incident Management (MIM) activities.
• Perform fault isolation, remediation, capacity planning, availability management, and operational reporting.
• Support solution implementation and transition activities, including documentation, knowledge transfer, operational procedures, and service readiness.
• Contribute to network strategy, technology assessments, roadmap planning, and operational process improvements.
• Collaborate with internal customers, engineering teams, and vendors to ensure successful delivery and support of network services.
• Develop and maintain comprehensive operational and technical documentation.

• 5-8 years of experience supporting enterprise network environments, including Firewall and Load Balancer technologies.
• Experience with cloud networking technologies and services.
• Strong operational skills in troubleshooting, fault isolation, remediation, capacity management, and reporting.
• Experience developing and maintaining network documentation.
• Vendor certifications such as CCSA, CCSE, AWS Cloud Practitioner, AWS Solutions Architect, or equivalent experience.
• Excellent understanding of ITIL processes and service management practices.
• Strong analytical, problem-solving, and decision-making skills.

Network Infrastructure and Operations

• Cisco Data Centre and LAN technologies.
• Firewall and Load Balancing solutions (Checkpoint, F5 LTM/AFM/GTM).
• Cloud technologies including AWS, F5, and Netskope.
• Network operations, service restoration, availability management, and capacity planning.

Network Protocols and Technologies

• OSI Model.
• MPLS, Broadband, BGP, OSPF, HSRP, SIP, and 802.1X.

Tools and Monitoring Platforms

• AlgoSec.
• ScienceLogic.
• LiveNX / LiveAction.
• APM and related monitoring tools.

• Superior written and verbal communication skills.
• Ability to communicate technical concepts effectively to both technical and business audiences.
• Strong interpersonal skills with the ability to collaborate across multiple teams and stakeholders.
• Experience preparing and presenting service updates, incident reports, and operational metrics.

• Build and maintain strong relationships with technology vendors and suppliers.
• Act as a primary operational interface for vendor engagement and incident resolution.
• Review and assess vendor technologies, services, and roadmap alignment.

• Excellent analytical and innovative problem-solving abilities.
• Advanced reasoning skills, including inductive reasoning, abstraction, lateral thinking, and morphological analysis.
• Detail-oriented with strong organizational and time-management skills.
• Ability to remain calm and effective during high-pressure situations.
• Flexible, dependable, and capable of managing multiple priorities in a fast-paced environment.
• Thrive in a dynamic operational environment supporting global business services.

• Bachelor’s degree and relevant industry experience.

• Vendor certifications (CCSA, CCSE, AWS Cloud Practitioner, AWS Solutions Architect) or equivalent work experience.
• Experience supporting enterprise Firewall, Load Balancer, Data Center, and Cloud networking environments.
• Experience working within large-scale global network operations organizations.

Job Category:

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