Manager - Cloud & Security Customer Service Operations

Job Description Job Description: Network Security Manager (Secure SD-WAN & IP/MPLS) Role Summary We are seeking a highly skilled and experienced Senior Network Architect/Engineer to lead the design, implementation, and operation of our next-generation secure Wide Area Network (WAN). This critical role requires deep, hands-on expertise in FortiGate Secure SD-WAN for distributed enterprise connectivity, coupled with an expert-level understanding of Nokia Service Router (SR) platforms and associated IP/MPLS routing technologies for our backbone or core network infrastructure. The role requires deep operational expertise in routing, traffic steering, SD-WAN overlay/underlay connectivity, and proactive fault detection in a 24x7 network operations environment. The engineer will ensure network stability, performance, and security through structured incident handling, service management, and coordination with OEM and internal engineering teams. Key Responsibilities - Network Design & Architecture: Design, plan, and optimize complex network topologies integrating FortiGate SD-WAN solutions with the core Nokia IP/MPLS network for seamless, secure, and high-performance connectivity. - FortiGate SD-WAN Implementation: Lead the deployment, configuration, and management of FortiGate devices for SD-WAN, including Zero-Touch Provisioning (ZTP), advanced security policies (NGFW, UTM), dynamic path selection, and application steering. - Nokia Routing Operations: Configure, maintain, and troubleshoot mission-critical Nokia Service Routers (e.g., 7750 SR, 7210 SAS), focusing on core routing protocols (BGP, OSPF, IS-IS) and advanced MPLS services (VPLS, VPRN, Segment Routing). - Security Integration: Ensure a cohesive security posture by integrating FortiGate's security features with the wider network infrastructure, establishing secure VPNs (IPsec/SSL), and defining network segmentation. - Troubleshooting & Resolution (Tier 3/4): Serve as the highest escalation point for complex, multi-vendor network and security incidents, diagnosing issues across both the FortiGate overlay and Nokia underlay networks. - Documentation & Standards: Create and maintain high-quality documentation (HLD/LLD), operational runbooks, and configuration templates to ensure standardization and compliance. - Core IP Network Operations: Administer and troubleshoot Nokia Router platforms (e.g., Service Routers) and related protocols (BGP, OSPF, MPLS, RSVP, LDP) essential for core Telco service delivery. Key Skills & Proficiencies Fortinet SD-WAN & Security - Deep Expertise in FortiOS: Mastery of FortiGate firewall and security features (NGFW, UTM, IPS, Web Filtering, Application Control). - SD-WAN Fabric: Comprehensive knowledge of FortiGate SD-WAN architecture, including SD-WAN Rules, performance SLAs, and centralized management using FortiManager. - Automation: Experience with Fortinet Fabric Connectors, automation stitches, and scripting for large-scale SD-WAN deployments. - Analytics: Proficiency in utilizing FortiAnalyzer for log analysis, reporting, and proactive monitoring of security and network performance. Nokia IP Routing & MPLS - Service Router OS (SR OS): Expert-level configuration and troubleshooting on Nokia Service Router platforms. - Core Routing: In-depth knowledge of BGP (IBGP/EBGP, Route Reflectors), OSPF/IS-IS, and routing policy/manipulation (route-maps, prefix-lists). - MPLS & Services: Strong understanding and experience with MPLS, LDP, RSVP-TE, and Layer 2/Layer 3 VPN services (VPLS, VPRN). - QoS (Quality of Service): Designing and implementing complex QoS policies for differentiated traffic handling across the Nokia core. General Network & Soft Skills - Protocols: Expert knowledge of TCP/IP, Ethernet, L2/L3 technologies, IPsec, and network virtualization concepts. - Problem-Solving: Exceptional analytical and structured troubleshooting skills in a multi-vendor environment. - Communication: Ability to clearly articulate complex technical issues and solutions to both technical and non-technical audiences. Recommended Certifications Certifications from both Original Equipment Manufacturers (OEMs) are crucial to validate the dual expertise required for this role. Certification Level FCSS - Network Security (SD-WAN) FCP - Network Security (NSE 4/5) NRS II (Nokia Routing Specialist II) SRA (Service Routing Architect) NOC Management & Operations Requirements The candidate will be a key resource for the Network Operations Center (NOC), defining tools and processes for managing the combined environment. - Centralized Management Tools: - FortiManager/FortiAnalyzer: Must be able to leverage these tools for centralized configuration, policy rollout, and security event correlation across the SD-WAN estate. - Nokia Network Management: Experience with Nokia's management tools (e.g., Network Services Platform - NSP) or similar carrier-grade platforms for fault, configuration, accounting, performance, and security (FCAPS). - Proactive Monitoring & Alerting: - Define and implement monitoring strategies for both SD-WAN overlay quality (latency, jitter, loss) and Nokia underlay health (interface status, CPU, memory, routing protocol peering). - Integrate FortiGate/FortiAnalyzer and Nokia platform alarms with the centralized NOC ticketing and monitoring systems (e.g., Nagios, Zabbix, Splunk, ServiceNow). - Incident & Change Management: - Adhere to strict ITIL-based processes for managing high-risk changes on core Nokia routers and mass deployments/changes on the FortiGate SD-WAN fabric. - Develop and manage Standard Operating Procedures (SOPs) for common Level 1/2/3 NOC tasks, enabling efficient first-line support. - Automation Focus: - Advocate for and implement automation solutions (e.g., Ansible, Python scripting) to reduce manual configuration errors and accelerate deployment/troubleshooting on both the Fortinet and Nokia platforms. - Performance Reporting: Responsible for generating operational reports, tracking key performance indicators (KPIs) like availability and incident resolution times (MTTR), and presenting findings to management