Network Operations Engineer — Monitoring and SD-WAN RFP-265382-1

Summary

This position is essential for the Global Capability Centre, focusing on proactive incident monitoring and effective ticket management to ensure uninterrupted service.

Responsibilities:

• Resolve incidents and service requests within agreed SLA targets through structured troubleshooting and analysis before escalation.

• Maintain complete, evidence-based ticket documentation; escalate to Level 3 only with full diagnostic detail.

• Own backlog hygiene, provide timely stakeholder updates, and ensure disciplined shift handovers for operational continuity.

• Author and maintain Knowledge Base Articles and runbooks, identifying repeat incidents suitable for escalation to Level 1.

• Apply ITIL incident, change, and problem management, complying with internal security and audit requirements.

• Contribute to Major Incident support, KPI reporting, operational performance reviews, and problem management investigations.

• 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 daily: vManage, vSmart, vBond, and cEdge; manage connection failures and policy updates.

• Troubleshoot application-aware routing, QoS, underlay instabilities/saturation, ZBFW, TLOC, and segmentation behavior in varying conditions.

• Assist in defining alert thresholds alongside Level 3 specialists and the monitoring partner.

Key Requirements:

• Experience with Cisco Catalyst SD-WAN technologies.

• Proficiency in network monitoring tools, specifically Zabbix.

• Strong understanding of TCP/IP networking.

• Knowledge of SNMP protocols.

• Experience with VLAN configurations.

Nice to Have:

• Certifications in ITIL or SD-WAN technologies.

• Familiarity with ITSM platforms.

• Experience in contributing to major incident response frameworks.

Other Details

This role takes place within a collaborative environment focused on operational excellence, and reports to a Level 3 technical manager.
Location: Pune – Hybrid (3 days work from office, 2 days WFH)

Notice Period: Preferably immediate joiners or candidates currently serving notice with 15–20 days remaining.