Network System Administrator 1 at Twilio

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Network System Administrator L1 About the job This position is needed as a Network System Administrator L1 at Twilio, you'll be the first line of defense, responsible for resolving network-related incidents and service requests, monitoring infrastructure, diagnosing connectivity and hardware issues, resolving routine incidents, and escalating complex problems to higher support tiers. and ensures high customer satisfaction. Responsibilities: • Operate and support the global Twilio IT network infrastructure. • Keep track of network assets, including network hardware and software. • Monitor the network performance, availability, utilization, throughput and latency, providing measurable metrics to the IT leadership team. • Procure and provision network circuits based on the network design. • Work with network engineers to update network configurations and implement network changes. • Identify and resolve network issues. • Respond to incidents, engage in network troubleshooting activities to determine root cause and resolve network issues. • Perform administration tasks based on set team priorities with Agile framework.. • Analyze the current network structure and collaborate on how to make the network more efficient, scalable and sustainable. • Create and maintain documentation for network design, IT network standards and process. • Research on systems upgrade and expansion options to mitigate new release vulnerabilities and known issues. • Vendor management • Work with vendors for office hardware replacements. • Perform hardware/software troubleshooting and resolve user access issues. • Ticket Management: • Manage end-to-end ticket processes, including escalation, resolution, and closure. • Achieve individual SLA and KPI scorecard targets. • Provide empathetic and patient customer support. • Contribute to the IT Services knowledge base: • Update/create articles to enhance team knowledge and address trending incidents. • Collaborate with the automation team for support and issue resolution: • Utilize scripts and automation tools to streamline problem resolution. • Assist end-users in leveraging native AI products for problem-solving. • Monitor servers, process events, and address issues. • Troubleshooting Zscaler issues on endpoints, proxy issues, and traffic steering problems. • Perform troubleshooting on routers, switches, and firewalls. • Maintain up-to-date documentation for configuration changes, troubleshooting runbooks, and Zscaler policies. • Support automation, incident management, and process improvement. Privacy Elements (Required): • Understanding and adherence to data protection regulations. • Proven commitment to upholding privacy standards. • Implementation of privacy best practices. • Integration of privacy considerations into application development and support processes. • Familiarity with GDPR, CCPA, or other relevant privacy regulations. Required Business Competencies: • Must live and embody Twilio’s values. • Wear our customer’s shoes and understand their perspective when helping with issues and requests. • Customer-centric mindset, understanding, and empathizing with customer perspectives. • Excellent communication skills, including written, verbal, and interpersonal abilities. • Proficiency in supporting endpoint security standards and adhering to defined controls. • Passion for technology and staying up to date with industry trends. • Strong customer service and critical thinking skills, utilizing available resources effectively. • Growth mindset and positive attitude, particularly in ambiguous situations. • Documentation skills, contributing to the knowledge base for self-service support. • Experience using a ticketing system, such as ServiceNow. • Strong organizational, time management, and communication skills. • Flexibility to work in a 24/7 operation and travel between office locations as required. • Humility, willingness to learn and grow from successes and failures. • Adaptability to a fast-paced, changing environment. • Focus on progress rather than perfection. • Transparency, thoughtfulness, and collaboration in business practices. • Willingness to help others and promote a collaborative work environment. • Team player and participate in network global on-call rotation. • Bachelor's in Engineering or a related technical field, or experience equivalent to a Bachelor's degree based on three or more years of work experience Required Technical Skills and Experience: • Cisco Certified Network Associate (CCNA) or equivalent • Installation, management and troubleshooting of Cisco switches, routers and firewalls • Experienced in patching and upgrading Cisco switches, routers and firewalls and Palo Alto Networks firewalls • Knowledge of IEEE 802 standards and core IETF networking protocols including 802.11 suite, TCP/IP, DNS, DHCP, routing and switching protocols • Experience in troubleshooting network problems at different OSI model layer • Setup, management and troubleshooting of VLAN,HSRP,OSPF,BGP. • Knowledge of Cisco Layer 3 switches and network technology • Good understanding of network protocols including TCP/IP, DHCP, BGP, OSPF/IS-IS and MPLS related technologies. • Good understanding of network monitoring protocols and tools, such as SNMP, Sflow/netflow, Telemetry. • Hands-on experience of major network devices, such as Cisco, Juniper, H3C, Huawei and other mainstream vendors. • Knowledge of network protocols and implementation in hyper scale data center networks. • Knowledge of MPLS related Traffic Engineering technologies, such as Segment Routing, RSVP, and LDP etc. • Basic knowledge of public cloud architecture, such as AWS, GCP, Azure, Ali Cloud, OCI, etc. • Experience working on ZScaler or similar security solutions • Good understanding of IPv6 and IPv4-IPv6 co-existence technologies. • Extensive experience with working with Apple, Windows ecosystems. • Basic understanding of automation tools and processes. • Exposure to native AI products and concepts. • Strong problem-solving skills with a focus on finding efficient and automated solutions. • Analytical mindset to troubleshoot and resolve technical issues. • Basic knowledge of automation tools, scripts, and AI concepts. Location This role will be Remote and based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi) What We Offer There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.