Manager - Global Network Operations

Broad outline of the Role

• 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 customers

b) Major Activities

• Provide 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