Assistant Manager - Global Customer Service Operations

We are seeking a highly capable and experienced L2 SD-WAN Engineer to join the Network Operations team. The candidate will be responsible for the day-to-day operation, monitoring, troubleshooting, configuration, maintenance, and implementation of multi-vendor SD-WAN Zscaler environments.

The role requires strong hands-on experience in SD-WAN technologies and enterprise networking, with the ability to work across different OEM platforms. The candidate will work closely with L3 ISP and other teams to ensure high availability optimal performance.

• Perform day-to-day operational support and troubleshooting of SD-WAN devices, controllers, orchestrators, and management platforms.
• Troubleshoot SD-WAN connectivity issues involving MPLS, Internet, broadband, LTE/4G/5G, and other WAN transport technologies.
• Troubleshoot and resolve issues related to IPsec tunnels, overlay connectivity, routing, VPN/VRF, BGP, OSPF, static routes, and route propagation.
• Analyze SD-WAN alarms, events, logs, and performance metrics to identify and resolve network incidents.
• Configure and troubleshoot application-aware routing, traffic steering, SLA-based path selection, QoS, and bandwidth utilization.
• Troubleshoot performance issues related to latency, packet loss, jitter, bandwidth utilization, and application performance.
• Coordinate with ISPs and telecom service providers for resolution of WAN link-related incidents and performance issues.

• Versa SD-WAN, MERAKI, Zscaler
• Strong knowledge of TCP/IP, IPv4/IPv6, VLAN, NAT, DNS, DHCP, ACL, IPsec, GRE, and routing concepts.
• Good hands-on knowledge of BGP, OSPF, static routing, route redistribution, and routing policies.
• Good understanding of MPLS, Internet, broadband, LTE/4G/5G and hybrid WAN connectivity.
• Experience in troubleshooting IPsec tunnels, overlay/underlay connectivity, routing issues, packet loss, latency, jitter, and application performance.
• Strong communication and coordination skills for working with L1/L3 teams, OEMs, ISPs, and client stakeholders.
• Willingness to work in 24 7 operations / rotational shifts, including weekends and holidays, as required by business needs.