Summary

This position is essential for the Global Capability Centre, focusing on proactive incident monitoring and effective ticket management to ensure uninterrupted service.

Responsibilities

- Resolve incidents and service requests within agreed SLA targets through structured troubleshooting and analysis before escalation.
- Maintain complete, evidence-based ticket documentation; escalate to Level 3 only with full diagnostic detail.
- Own backlog hygiene, provide timely stakeholder updates, and ensure disciplined shift handovers for operational continuity.
- Author and maintain Knowledge Base Articles and runbooks, identifying repeat incidents suitable for escalation to Level 1.
- Apply ITIL incident, change, and problem management, complying with internal security and audit requirements.
- Contribute to Major Incident support, KPI reporting, operational performance reviews, and problem management investigations.
- 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 daily: vManage,



vSmart, vBond, and cEdge; manage connection failures and policy updates.
- Troubleshoot application-aware routing, QoS, underlay instabilities/saturation, ZBFW, TLOC, and segmentation behavior in varying conditions.
- Assist in defining alert thresholds alongside Level 3 specialists and the monitoring partner.

Key Requirements
- Experience with Cisco Catalyst SD-WAN technologies.
- Proficiency in network monitoring tools, specifically Zabbix.
- Strong understanding of TCP/IP networking.
- Knowledge of SNMP protocols.
- Experience with VLAN configurations.

Nice to Have
- Certifications in ITIL or SD-WAN technologies.
- Familiarity with ITSM platforms.
- Experience in contributing to major incident response frameworks.

Other Details This role takes place within a collaborative workplace focused on operational excellence, and reports to a Level 3 technical manager.

Location: Pune – Hybrid (3 days work from office, 2 days WFH)

Notice Period: Preferably immediate joiners or candidates currently serving notice with 15–20 days remaining.

📌 Network Operations Engineer — Monitoring and SD-WAN2-1 (Pune)
🏢 Emagine
📍 Pune