Job Description

Rate :

• 130K/M

location :

• HYD

EXP:

• 8+ years

Key Responsibilities:

SD‑WAN (Mandatory)

· Deep hands‑on expertise with SD‑WAN architectures and overlays

(Versa / Aruba Silver Peak / Cisco Viptela or equivalent)

· Troubleshoot complex SD‑WAN issues:

o Tunnel instability, path selection, routing redistribution

o Application‑aware routing, QoS, traffic steering

o Validate hub‑and‑spoke and multi‑hub architectures (on‑prem & cloud)

o Optimize SD‑WAN policies for performance, resiliency, and cost efficiency

o Support SD‑WAN migrations, site onboarding, and large‑scale rollouts

Operations & Governance:

· Define and enforce network standards, best practices, and SOPs

· Support capacity planning, lifecycle management, and upgrade strategies

· Coordinate with OEMs / ISPs / cloud providers for escalations and defect resolution

· Provide technical guidance and mentoring to L1/L2 engineers

· Contribute to network documentation, HLD/LLD validation, and audit readiness

· Participate in major incident management (MIM) and post‑incident reviews

Required Technical Skills:

Mandatory

· Strong hands‑on experience in Enterprise Routing & Switching

· Advanced knowledge of BGP, OSPF, route redistribution, summarization

· Proven experience with SD‑WAN solutions (Versa / Silver Peak / Viptela)

· LAN technologies: Cisco Catalyst (2960/3650/3750/9300/4500 series or equivalent)

· Network troubleshooting using CLI, packet analysis, and monitoring tools

· Change, Incident, and Problem Management in ITIL‑aligned environments

Good to Have:

· Data center networking concepts

· Cloud networking exposure (AWS / Azure VPC/VNet, TGW, VPN)

· Network security fundamentals (ACLs, IPSec, firewalls)

· Monitoring tools: Solar Winds, Ops Ramp, Forti Analyzer, SNMP‑based platforms

Soft Skills & Behavioral Expectations:

· Strong analytical and problem‑solving skills

· Ability to explain complex technical issues to non‑technical stakeholders

· High ownership during outages and critical escalations

· Excellent documentation and communication skills

· Experience working in 24x7 operations / global delivery models

Educational Qualifications:

· B.E. / B.Tech / M.Tech in Computer Science, Electronics, or equivalent

· Relevant certifications (preferred):

· CCNP / CCIE (Routing & Switching or Enterprise)

· SD‑WAN vendor certifications (Aruba, Cisco, Versa)

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Do

- **Ensure timely response of all the tickets raised by the client end user**

- Service requests solutioning by maintaining quality parameters

- Act as a custodian of client’s network/ server/ system/ storage/ platform/ infrastructure and other equipment’s to keep track of each of their proper functioning and upkeep

- Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe

- Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction

- Provide an acceptance and immediate resolution to the high priority tickets/ service

- Installing and configuring software/ hardware requirements based on service requests

- 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations

- Provide application/ user access as per client requirements and requests to ensure timely solutioning

- Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer

- Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction

- Coordinate with on-site team for complex problem resolution and ensure timely client servicing

- Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner

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Deliver

		No
		Performance Parameter
		Measure

		1.

		100% adherence to SLA/ timelines

		Multiple cases of red time

		Zero customer escalation

		Client appreciation emails

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