Manager - Global Network Operations
2 weeks ago
Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in respective areas of Network/SDWAN/Cloud and security/Unified Collaboration/Mobility and IoT/other domains. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
Purpose - Broad objective of the role
Size and Scope of Role - No. of direct reports
Key Objective / Purpose of the Job:This is a core technical position that acts as a SDWAN NOC lead for Versa SDWAN customersb) Major ActivitiesProvide earliest fault isolation & resolution of issues pertaining to Versa SDWAN platform and customer services.Should play key role in maintenance of Versa Head-End platform & customer services.Manages network incidents, owns earliest fault isolation, periodic technical updates, Root Cause Analysis (RCA), Permanent Corrective Action (PCA) with adherence to timelines.Works with OEM and engineering for platform performance improvement, upgrades, & moves/adds/change/delete (MACDs).Develops Versa LAB for testing of code, hot-fix & POCs.
Size and Scope of Role - Total team size
Conducts platform audits to identify design, config gaps, present it within TAC & engineering for review and work for fix.Conducts internal training on acquired skill sets through day-to-day learnings for NOC L1 & L2 members.Keep eye on repeat incidents & work out for permanent fix through problem management process.Arrange periodic service & platform performance dashboards.Will have to attend service performance review meeting with internal & external customers.
Minimum qualification & experience
Bachelor's Degree in Telecommunications, Engineering, Computer Science, Management Information Systems or related field, or equivalent experience.Versa SDWAN VNX 100 certification is mandatory & VX300 will be preferrable.
Other knowledge/skills
Experience in provisioning of Versa, Fortinet, Viptela \On-Prem & Cloud based deployments.Expert level understanding & hands-on Versa SDWAN Major release Versa 20.2.3 and above.Expert level understanding & hands-on IPSEC, BGP, MPLS, MP-BGP, ESP, vxLAN, TLS, DTLS, TLOC, DMVPN, ADVPN, NAT, PAT.Expert level understanding & Hands-on Firewall Policies, Threat Protection, Content Filtering, HSRP, VRRP, GLBP, Access-list, , DHCP, SSID, VLAN, WLAN, STP, NAT, 802.11a/b/g/n/ac wireless.Expertise in earliest fault isolation on Versa SDWAN.
Key Responsibilities
Good Analytical, Diagnostic and Problem-Solving skills, Customer Centricity, Dealing with ambiguity.Good aptitude to learn new technology.Self-motivated and works well under pressure.Should be a good team player.
Technical Competencies
5-6 years’ experience in -Experience in provisioning of Versa SDWAN Head-End & Customer services.Expert level understanding & hands-on SDWAN Major release Versa 20.2.3 and above.Expert in earliest fault isolation pertaining to versa SDWAN platform & customer solution.Expert level understanding & hands-on MPLS, BGP, MP-BGP, IPSEC, ESP, vxLAN, TLS, DTLS, TLOC, DMVPN, ADVPN, NAT, PAT.Expert level understanding & Hands-on Firewall Policies, Threat Protection, Content Filtering, , HSRP, VRRP, GLBP, Access-list, , DHCP, SSID, VLAN, WLAN, STP, NAT, 802.11a/b/g/n/ac wireless.Expert in troubleshooting for issue pertaining to VLAN, WLAN, NAT, PAT, firewall policies, BGP, HSRP, VRRP, GLBP protocols, internet.
Knowledge / Skills
Communication Skills
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