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 focus

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