SDN Technical Support Specialist

Role purpose:

The successful candidate will be part of a team responsible for the monitoring and assurance of complex SD-WAN/SASE solutions provided by Vodafone to Enterprise customers.

The successful candidate will be responsible for pro-actively identifying and rectifying technical and potential security compliance issues , and reactively responding to tickets raised by customers, troubleshooting, rectifying, and resolving the issue/fault .

The successful candidate will be aware of latest technologies, trends, and relevant vendors capabilities in this technology/security sector

Key accountabilities:

- To pro-actively investigate, analyze, and diagnose issues through thorough examination of the data collation and tool sets provided for analysis.

- Undertake or support rapid restoration of services within service level agreement (and prior to critical Service failure or Security breach when possible)

- Take an overall pro-active responsibility for the technical support of issues arising within a customer SDWAN/SASE environment, working with associated Service Desks to ensure the correct action for an incident is taken and posted to the correct resolving agency (with necessary diagnostics / impact assessments)

- To investigate and resolve problems identified using pro-active (management / monitoring) tools - where possible before critical Services are impacted, or security breaches occur.

- Ensure that incidents are escalated accordingly when necessary, and in line with agreed service level agreements.

- Develop / follow documented and agreed business processes / procedures in the event of a fault or Security incident

- Identify and highlight any deficiencies in the business processes / procedures, offering recommendations and undertaking any corrective action if/when approved.

- Ensure that all alerts/events generated are investigated and are effectively communicated in accordance with the agreed operational procedure.

- Investigate and analyse complex incidents / problems and engage with Cisco (or appropriate design authority) resource where necessary

- Assist with analysis of the root cause of faults and the production of subsequent detailed RCA reports

- Engaging with Design functions or Customers to remedy/rectify any discrepancies found during monitoring or troubleshooting.

- Engaging with Vendors / partners to ensure faults are remedied within agreed timeframes and in-line with contracted SLA's.

- Participate and support in a shift team based on rotational schedule

- Become an expert in multi-vendor SD-WAN/SASE technologies

- Completion of in-life changes to the service (adhering to change-management process) , validating and ensuring changes will have no impact to the service or security posture of the solution or the policy compliance.

- Provide feedback, assistance, and guidance from a technological and process perspective to enhance and improve customer experience.

Core competencies, knowledge, and experience:

Essential

• years of Proven expertise/experience in SDN Cisco Meraki Solutions (Routers ,Switches, Access Points,Camera,..tc)
• understanding of Network technologies (SD-WAN, MPLS, Internet, TCP/UDP)
• team player attitude, ability to collaboratively address any complex issues.
• communication and presentation skills
• Customer relations skills
• problem-solving skills.

Desirable

• specific SDN qualifications (e.g., ESMS1,ESMS2)
• of Fixed Networks (Internet,MPLS VPN,..etc)

Python Network Automation

• in working in customer interfacing and operation roles.

Must have technical / professional qualifications:

• University degree in Networking, Computer Science, or a related field.
• and understanding of the enterprise technology market.

Experience of working in a support role for SDN Cisco Meraki Solutions, preferably gained in an international