Senior Sd-Wan Network Engineer

Functieomschrijving

You will be responsible for the validation of the service integrity of the deployed and supported networks. This will include the validation of the report integrity for customer interaction.

The role requires close interaction with the deployment and support teams to identify any changes that would be required to further enhance the service delivery. Regular interaction is expected with the Client and Service Delivery Management functions to provide proper context to the client reports.

Key Roles and Responsibilities:

• Participate in the evaluation and definition of design standards, including detailed technical design documents and maintaining network diagrams.
• Coordinate and engage external vendors for solution evaluation and customization.
• Provide expertise and guidance to junior team members.
• Assist with the development of tools for continuous delivery and deployment automation.
• Serve as network subject matter expert, providing technical expertise, design skills, and expert operational support.
• Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.
• Assist with implementation of upgrades and enhancements to WAN services, including communications, preparation of documentation and training.
• Create, review and/or vet technical functional specifications and low-level network solutions design documentation, ensuring those are complete, correct and kept current.
• Position occasionally requires providing engineering-level support for Operations, including maintenance windows/off-hour support.
• Effectively work with cross-functional teams or vendors to resolve major customer issues.
• Participate in root cause analysis on incidents, helping to drive identification of preventative actions meant to ensure problems don't recur, and delivering on the tasks within those actions.
• Continually review, test, debug, and enhance existing/new capabilities and features.
• Provide rotational after hours escalation services.
• Determine the events logged in the tools that require action and the associated actions.
• Analyse network performance metrics and identify service affecting root causes to customer chronic and systemic issues.
• Collaborate with cross-organizational teams to promote efficient business processes.
• Analyse problems and design & implement effective solutions.
• Apply data-driven approach to collect and analyze customer data.
• Consult technical documentation, bulletins and release notes for known problems.
• Perform technical training to junior operations/engineering team members.
• Interface with customers to help educate them on the use and functionality of their service.
• Collaborate with customer, Internal Engineering, and Vendor during in-depth troubleshooting.
• Perform deep dives and root cause analysis into incidents and systemic problems.
• Coordinate and implement patches in the production environment to resolve systemic or client specific problems.
• Collaborate with project stakeholders to identify tool and technical requirements to support Operations.
• Conduct analysis to determine integration needs.
• Continually review, test, debug, and enhance existing/new capabilities and features.
• Recommend corrective actions based on analysis.
• Conduct regular network performance tests.
• Monitor system resource utilization, trends, and capacity planning.
• Review and analyze log files and performance metrics.
• Work within established configuration and change management policies to ensure awareness, approval and success of changes made to network infrastructure.
• Report compilation.
• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Drive efficiencies, results and growth.
• Back up your team members where required.

Knowledge, Skills and Attributes:

• Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
• Deep technical skills in relevant functions.
• Excellent client service orientation and passion for achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work well in a pressurised environment.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting.
• Ability to adapt to changing circumstances.
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.

Requirements Academic Qualifications and Certifications:

• A qualification (certificate/degree/diploma) in Information Technology or Computer Science or related field.
• Pertinent Technology specific certifications – Cisco CCNP.
• Fortigate – Fortinet NSE2, Fortinet NSE 4.

Required Experience:

• Work experience in a technical implementation or engineering support or similar role – 7 years working with Cisco, Fortinet or PaloAlto.
• Advanced understanding of SD-WAN.
• Fortinet experience – 3 years preferable.