Project Context

This position carries the monitoring capability of the Global Capability Centre. Its holder is the person who sees an incident before a user reports it, and who turns raw events into actionable tickets. The second technology is Cisco Catalyst SD-WAN, so that monitoring is performed by someone who understands what the alerts describe rather than by someone forwarding them.

Goals and Deliverables

Responsibilities

Core Responsibilities

- Resolve incidents and service requests within agreed SLA targets, with structured troubleshooting and analysis before any escalation.
- Maintain complete, evidence-based ticket documentation; escalate to Level 3 only with full diagnostic detail.
- Own backlog hygiene, timely stakeholder updates and disciplined shift handovers to guarantee operational continuity.
- Author and maintain Knowledge Base Articles and runbooks; identify repeat incidents suitable for shift-left to Level 1.
- Apply ITIL incident, change and problem management, and comply with internal security and audit requirements.
- Contribute to Major Incident support,



KPI reporting and operational performance reviews, and to problem management investigations.

Specific Responsibilities

- Build, tune and maintain monitoring templates and SNMP onboarding for network devices; keep the alert catalogue current and meaningful.
- Triage alerts, suppress noise, and convert genuine events into qualified incidents in the ITSM platform.
- Operate Cisco Catalyst SD-WAN day to day: vManage, vSmart, vBond and cEdge; control connection failures, Policy Groups & Specific Policies pushes and rollbacks.
- Troubleshoot app-aware routing, QoS, Underlay instabilities/saturation, ZBFW, TLOC and segmentation behaviour, including brownout situations.
- Contribute to the definition of alert thresholds with the Level 3 specialists and the monitoring partner.

Expected Skills

- SD-WAN
- ZABBIX

Other Details Client: GCC and chemical-based company.

Location: Pune

Mode of work: Hybrid

📌 Network Operations Engineer — Monitoring and SD-WAN (Pune)
🏢 Emagine
📍 Pune