Service Delivery - Network Operations Lead

At DuPont, our purpose is to empower the world with essential innovations to thrive. We work on things that matter. Whether it’s providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the world. Discover the many reasons the world’s most talented people are choosing to work at DuPont. Why Join Us | DuPont Careers SD-WAN and Data Center   Global SD-WAN infrastructure support (Palo Alto Prisma SD-WAN): site connectivity, HA, circuit and path troubleshooting, controller connectivity, templates and upgrades.  Data center network support and coordination, including application connectivity at data centers and engagement of hosting and data center support teams.  Maintain mapping between SD-WAN devices, ISP circuits, carrier handoffs, bandwidth and failover design. 

Firewalls and Network Security   Operational support of Palo Alto and Fortinet (FortiGate) environment: incident diagnosis, policy-change coordination, upgrade and rollback planning, certificate dependencies and recurring defects.  Support the Palo Alto Prisma Access environment and remote/branch secure access.  Review firewall rule requests through the policy management process, follow up on implementation, validate rules and lead troubleshooting when rules do not work as expected.  Own firewall and SD-WAN configuration standards, templates and approved exceptions. 

AP Regional TCOM Lead   Primary technical focal point and escalation point for AP-region incidents, changes, projects, suppliers and regional stakeholders.  Support regional and global projects, including M&A, network refresh, site openings/exits, ISP orders and decommissions.  Manage regional TCOM financials, POs, contracts and capital projects with procurement and vendors.  Participate in P1/P2 follow-the-sun support and represent the region in RCA and change management processes. 

Operations, Incidents and Vendors   Lead technical discussions with vendors (manufacturer TAC support, carriers and the managed service provider) and internal stakeholders.  Join and drive global P1/P2 and complex data center incident calls: gather evidence, ensure the right teams are engaged and support teams on firewall, SD-WAN and LAN issues.  Analyze issues across LAN, WAN and security layers and coordinate troubleshooting with support vendors; support Root Cause Analysis.  Maximize network performance by monitoring, troubleshooting outages, scheduling upgrades and working with other network leads on optimization.  Manage the TCOM processes (incidents, problems, changes, requests) by review and approve change requests.  Create and maintain SOPs, runbooks, KB articles and architecture documentation; support CMDB and asset alignment.  Work with global vendors, solution architects and project managers to implement new global technology solutions, and support monitoring and automation initiatives.  Coordinate with global infrastructure groups and ensure consistent adherence to IT standards and security policies. 

Required Skills and Experience  Minimum 8–10 years of experience in enterprise network operations and engineering.  Technologies: Palo Alto Prisma SD-WAN (ION), Palo Alto Prisma Access, Palo Alto NGFW (Panorama), Fortinet (FortiManager / FortiAnalyzer), Cisco routing & switching, Cisco Wireless LAN.  Strong experience implementing LAN and WAN services (LAN, WLAN, MPLS VPN, QoS, routing protocols, SD-WAN).  Strong L2 and L3 troubleshooting across WAN and security layers.  Good understanding of routing protocols (BGP, OSPF, RIP, static routing) and Layer-3 routing.  Excellent understanding of LAN, Wireless LAN and WAN (IPsec, GRE), including site-to-site VPN and multi-vendor firewall interoperability.  Good understanding of large data center network infrastructure and interconnect firewalls.  Good understanding of NAT, DNS, TCP/IP addressing, security zones and policy design.  Experience with ITSM tools, network monitoring and firewall policy management tools.  Experience working with managed service providers and carriers in a multi-region environment. 

Preferred Qualifications  Palo Alto certifications (PCNSE, Prisma SD-WAN) and/or Fortinet certifications (NSE 4 or higher / FCP / FCSS).  Cisco certification (CCNP Enterprise or equivalent).  Exposure to network automation and scripting (Python, PowerShell, APIs). 

Competencies  Good communication skills, with the ability to lead technical calls and report to management.  Ownership and accountability for regional service quality and vendor performance.  Ability to work across time zones and support follow-the-sun operations. 

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