Sr Technical Lead (Support & Operations)

Job Summary

We are looking for a skilled SD-WAN L2 Engineer with 6+ years of experience and having hands-on experience in monitoring, troubleshooting, and managing enterprise SD-WAN environments. The candidate will be responsible for providing Level-2 operational support, incident resolution, change implementation, and ensuring the availability and performance of WAN services across multiple branch locations.
The ideal candidate should have experience with SD-WAN technologies, routing protocols, VPNs, and network troubleshooting in a large-scale enterprise environment.
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Key Responsibilities

SD-WAN Operations & Support
•  Provide L2 support for SD-WAN infrastructure and branch connectivity.
•  Monitor SD-WAN health, performance, and availability using monitoring tools.
•  Troubleshoot WAN, LAN, and application routing issues.
•  Participate in major incident and outage management activities.
•  Knowledge of Routing protocols (OSPF, EIGRP, BGP etc…) and Switching.

Skill Requirements

SD-WAN Operations & Support
•  Provide L2 support for SD-WAN infrastructure and branch connectivity.
•  Monitor SD-WAN health, performance, and availability using monitoring tools.
•  Troubleshoot WAN, LAN, and application routing issues.
•  Participate in major incident and outage management activities.
•  Knowledge of Routing protocols (OSPF, EIGRP, BGP etc…) and Switching.
Incident & Change Management
•  Resolve incidents and service requests within defined SLA timelines.
•  Implement approved network changes and service requests.
•  Perform impact analysis before executing changes.
•  Update ticketing systems with troubleshooting details and resolutions.
Configuration & Maintenance
•  Support branch onboarding and provisioning activities.
•  Configure SD-WAN templates, policies, and routing parameters.
•  Validate connectivity after changes and upgrades.
•  Assist in software upgrades and patch implementation.
Documentation & Compliance
•  Maintain SOPs, runbooks, and operational documentation.
•  Prepare incident reports and RCA inputs when required.
•  Ensure compliance with organizational security and change management policies.
•  Participate in governance and operational review meetings.
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Technical Skills
SD-WAN Technologies
•  Cisco SD-WAN (Viptela) – Preferred
•  Fortinet SD-WAN
•  Versa SD-WAN (Good to Have)
Routing & Switching
•  BGP
•  OSPF
•  EIGRP
•  Static Routing
•  VLANs
•  TCP/IP Fundamentals
VPN & Security
•  IPsec VPN
•  Site-to-Site VPN
•  Remote Access VPN
•  Basic Firewall Concepts
Monitoring & Tools
•  SolarWinds
•  PRTG
•  ManageEngine
•  Cisco vManage
•  ServiceNow/Ticketing Tools

Other Requirements

Required Qualifications
•  Bachelor's Degree in Engineering, Computer Science, or related field.
•  6+ years of experience in Network Operations and SD-WAN support.
•  Hands-on experience in enterprise WAN environments.
Preferred Certifications
•  CCNA / CCNP Enterprise
•  Cisco SD-WAN Training/Certification________________________________________
Desired Competencies
•  Strong troubleshooting and analytical skills.
•  Good understanding of WAN technologies and network protocols.
•  Ability to work in a 24x7 support environment.
•  Effective communication and stakeholder management.
•  Experience working in an ITIL-driven support organization.
•  Ability to collaborate with L1, L2, and L3 teams for issue resolution.

Key Performance Indicators (KPIs)
•  SLA Compliance for Incident and Service Request Resolution.
•  Network Availability and Stability.
•  Successful Change Implementation Rate.
•  Customer Satisfaction and Service Quality.