SENIOR ENGINEER - Network Troubleshooting

Branch Incident Management

• Monitor and respond to branch-related incidents, including:
  • Branch connectivity outages
  • SD-WAN tunnel failures
  • WAN circuit issues (primary/secondary links)
  • Branch device down alerts
• Analyse and act on alerts raised via SD-WAN, SolarWinds, and monitoring tools.
• Perform initial diagnostics:
  • Verify primary vs secondary carrier status
  • Check link flapping and uptime
  • Validate branch reachability and health
• Restore service or escalate issues based on defined runbooks.

Carrier SD-WAN Coordination

• Coordinate with telecom carriers and SD-WAN providers for:
  • Circuit outages
  • Packet loss / latency issues
  • Carrier-acknowledged incidents
• Open, track, and manage carrier tickets through resolution.
• Provide timely updates and ETAs to stakeholders.

Branch Monitoring Health Checks

• Monitor branch infrastructure health, including:
  • SD-WAN appliance status
  • Branch network devices (routers, switches)
  • Site availability indicators
• Identify recurring branch issues and participate in problem analysis.
• Work with Network Engineering on long-term fixes for unstable sites.
• Major Incident Support
• Participate in major incident (MI) bridges where branch outages impact business operations.
• Support Situation Managers with technical updates, timelines, and validation.