Network Operations Engineer — Monitoring and SD-WAN
Project Context
This position carries the monitoring capability of the Global Capability Centre. Its holder is the person who sees an incident before a user reports it, and who turns raw events into actionable tickets. The second technology is Cisco Catalyst SD-WAN, so that monitoring is performed by someone who understands what the alerts describe rather than by someone forwarding them.
Goals and Deliverables
Responsibilities
Core Responsibilities
Resolve incidents and service requests within agreed SLA targets, with structured troubleshooting and analysis before any escalation.
Maintain complete, evidence-based ticket documentation; escalate to Level 3 only with full diagnostic detail.
Own backlog hygiene, timely stakeholder updates and disciplined shift handovers to guarantee operational continuity.
Author and maintain Knowledge Base Articles and runbooks; identify repeat incidents suitable for shift-left to Level 1.
Apply ITIL incident, change and problem management, and comply with internal security and audit requirements.
Contribute to Major Incident support, KPI reporting and operational performance reviews, and to problem management investigations.
Specific Responsibilities
Build, tune and maintain monitoring templates and SNMP onboarding for network devices; keep the alert catalogue current and meaningful.
Triage alerts, suppress noise, and convert genuine events into qualified incidents in the ITSM platform.
Operate Cisco Catalyst SD-WAN day to day: vManage, vSmart, vBond and cEdge; control connection failures, Policy Groups & Specific Policies pushes and rollbacks.
Troubleshoot app-aware routing, QoS, Underlay instabilities/saturation, ZBFW, TLOC and segmentation behaviour, including brownout situations.
Contribute to the definition of alert thresholds with the Level 3 specialists and the monitoring partner.
Expected Skills
SD-WAN
ZABBIX
Other Details
Client: GCC and chemical-based company.
Location: Pune
Mode of work: Hybrid