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

Summary

This position supports the Global Capability Centre through proactive incident monitoring and effective ticket management to help 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 while 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, including vManage, vSmart, vBond, and cEdge; manage connection failures and policy updates.
• Troubleshoot application-aware routing, QoS, underlay instabilities and 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 contributing to major incident response frameworks.

Other Details

This role is in 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.