Lead - Captive Operations

Job Summary

The L2 SD WAN Operations Engineer will be responsible for the day to day operation, maintenance, and troubleshooting of the company s SD WAN infrastructure. This role involves providing technical support, implementing changes, and ensuring the stability, performance, and security of the SD WAN environment. The L2 SD WAN Operations Engineer will collaborate closely with cross functional teams to deliver reliable and efficient network services to the organization.

Responsibilities

Provide tier 2 technical support for SD WAN related incidents, service requests, and escalations, ensuring timely resolution and adherence to service level agreements SLAs.

Perform routine maintenance activities, such as software upgrades, patches, and configuration changes, to maintain the health and stability of the SD WAN infrastructure.

Monitor the performance and utilization of SD WAN devices, circuits, and applications, and take proactive measures to optimize performance and mitigate issues.

Troubleshoot connectivity issues, packet loss, latency, and other network related problems affecting SD WAN services, utilizing diagnostic tools and methodologies.

Collaborate with network architects, engineers, and vendors to design, implement, and validate SD WAN solutions, ensuring alignment with business requirements and best practices.

Participate in change management processes, including reviewing proposed changes, conducting impact assessments, and implementing changes in accordance with change management policies.

Document operational procedures, configurations, and troubleshooting steps, and contribute to the development of knowledge base articles and training materials for SD WAN support teams.

Stay updated on industry trends, emerging technologies, and best practices related to SD WAN, and provide recommendations for continuous improvement and optimization of the SD WAN environment.