SDWAN Technical Analyst

4 days ago

Delhi, India Vodafone Full time
Role purpose:

Incumbent on this Technical Analyst role will be an integral part of VBTS Intelligent Operations team from Business VOIS. Operating within B _VOIS This position will perform a combination of SD WAN specific support services work, as well as enhancements to current products. The core activities include customer liaison, Diagnosis, Audits, investigation into venerability’s, planning and implementing of change and offering technical advice/ support to customers.He/She will be a proven trouble-shooter with an excellent understanding of the network elements with strong analytical networking skills, ideally with a cross skill of Network and Security products such as Cisco, Juniper, Fortinet, VMWare etc.This position is responsible for the support of the production environment which ensures the appropriate network security policies and practices are implemented and enforced

In-region technical resource who drives technical service improvements post major incidents & outages by liaising with Major Incident teams, Problem management team as well as core network and service support teams.Support customer front ending teams such as Service Management & GAMs by translation technical problems/opportunities into business problems/solutions on any ongoing/chronic technical issues and support with a robust action plan.Take ownership and accountability of on-demand requirements/projects such as inventory/network/support model audits according to the scope assigned by the managerDrive and provide all support for technical troubleshooting, investigation etc. (3rd line and above levels)Have technical skills of 3rd line and above capability to resolve complex faults, & support complex provide & change issues on a 24/7 basis (where required).

Key accountabilities and decision ownership

Have the accountability to solve complex & chronic product related problems working closely with the Service Manager, Vendors, Suppliers, Product Team, Network Standards & UK/DE/ES OpCo’sArticulate problems in the best possible way to peers, subordinates, senior managers as well as C-Levels where requiredCreate presentation packs & Visio diagramsProvide consulting support the customer front ending teams like Service desks, Service management & account managers / sales managers where required on chronic technical issues governing/driving a robust action plan either through Vodafone operation or an external carrier or third party.Take Proactive action when deficiencies in the Service Design or Product RUN lifecycle are highlighted to co-ordinate resources across stakeholder groups from beginning to resolutionCo-ordinate with Product owner or Product architect based on the escalation types.Ability to educate stakeholders on operational experience to help shape the future operating model, PoC & Pilot test with other internal and external teams and contribute constructivelyWork closely on initiatives such as Zero Touch Intelligent Operations to help automate a significant number of transactional events, alarms & ticketsSupport the Platforms & Design teams in building to shape the future assurance architecture in the best possible way that solves customer problems and puts Vodafone as the front runner in this capability.Provide governance to the Change Managers and ensure that the Changes are managed efficiently, such as ensuring Inventory, Incident, Alarm & Reporting systems remain accurate and in compliance with Vodafone governance standards (MVS)Represent the domain & Service community in Product Development forums, whilst acting as the SME and Co-ordinator to ensure the RUN activities are aligned and managed as dependencies to any wider delivery.Partner with the Distributed MEC Service Manager to ensure key metrics are analysed, surfacing themes, feedback, and improvement opportunities for either resolution or consideration in NPD teams.Understand complex contractual points and interpret them when reviewing scope and looking to deliver compliance.Comfortable leading resolution of issues, guiding, influencing and directing up to E band to ensure remediation plans are scoped, agreed and co-ordinated through to resolution.Ensure implementations drive the best outcome for Vodafone, removing risk and possibility of SLA breach and revenue exposure – whilst also ensuring action taken is data driven, e.g. ensuring alarming & Incident Processes include tolerance to allow our teams to take action before contractual criteria is exposed.

Core competencies, knowledge, and experience:

Ideal candidate on this role should be able to demonstrate5-10+ years of relevant experienceMust have hands on experience in terms of configuring & troubleshooting the SDWAN solution at a Level 2 or expert level and certifications of the above OEMs (CCNP level) or equivalent e.g. Fortinet Certified / VMWare Certified would be highly desiredExpert product knowledge and across SDN Technologies (with expertise in one of them (Meraki, Viptela, Fortinet, VMware) and support all types of services across Vodafone Enterprise products.Solid understanding of networks and how networks contribute to overall success of business products in Telecom industryInnovative mindset – think beyond boundaries and contribute towards adoption of latest tools/technologies that make us more efficientExperience in agile ways of working

Must have technical / professional qualifications :

Engineering background with specialization in Networking or equivalentITSM or equivalent CertificationsITIL knowledge and understanding

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