- Monitor and respond to branch-related incidents, including:
- Branch connectivity outages
- SD-WAN tunnel failures
- WAN circuit issues (primary/secondary links)
- Branch device down alerts
- Analyse and act on alerts raised via SD-WAN, SolarWinds, and monitoring tools.
- Perform initial diagnostics:
- Verify primary vs secondary carrier status
- Check link flapping and uptime
- Validate branch reachability and health
- Restore service or escalate issues based on defined runbooks.
Carrier & SD-WAN Coordination
- Coordinate with telecom carriers and SD-WAN providers for:
- Circuit outages
- Packet loss / latency issues
- Carrier-acknowledged incidents
- Open, track, and manage carrier tickets through resolution.
- Provide timely updates and ETAs to stakeholders.
Branch Monitoring & Health Checks
- Monitor branch infrastructure health, including:
- SD-WAN appliance status
- Branch network devices (routers, switches)
- Site availability indicators
- Identify recurring branch issues and participate in problem analysis.
- Work with Network Engineering on long-term fixes for unstable sites.
- Major Incident Support
- Participate in major incident (MI) bridges where branch outages impact business operations.
- Support Situation Managers with technical updates, timelines, and validation.
Network Troubleshooting, Communication Skills, Switches, Routers