Network Operations Engineer — Monitoring and SD-WAN

Project Context

This position provides monitoring capability for the Global Capability Centre. The role holder detects incidents before users report them and turns raw events into actionable tickets. Monitoring includes Cisco Catalyst SD-WAN, requiring an understanding of what alerts describe rather than simply forwarding them.

Responsibilities

Core Responsibilities

• Resolve incidents and service requests within agreed SLA targets, using structured troubleshooting and analysis before 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 ensure 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, operational performance reviews and 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; manage control-connection failures, Policy Groups and Specific Policies pushes and rollbacks.
• Troubleshoot app-aware routing, QoS, underlay instabilities or saturation, ZBFW, TLOC and segmentation behaviour, including brownout situations.
• Contribute to defining alert thresholds with Level 3 specialists and the monitoring partner.

Expected Skills

• SD-WAN
• ZABBIX