Manager- SDWAN

Functions:Own technical escalations for the incidents and drive it till resolutionCoordinate and participate in troubleshooting efforts between Cross Functional teams, vendors & customersAcknowledge escalation, Isolate faults, manage and resolve incidentsEscalate to resolve incidents within SLASupport IM in major incidentsPerform Root Cause Analysis on the incident and ensure the issue is permanently fixed to avoid repetitionUpskill service desk by delivering training, breakout sessions or on the job guidanceManage and Implement all type of Customer changes following Change Management ProcessParticipation in the on-call rotaSupport CSA for Gold/Gold+ customersII) Person Specification:a) Essential Qualifications: Bachelor's Degree in Electronics, Telecommunications or Equivalentb) Requisite Skills:6+ years of experience in network and SD WAN (Versa/Viptela/Meraki); preferably for a service providerEducation: Graduate BE or B. Tech CCNP or equivalent certification in network and SD WAN3 years of experience in SD WAN only.Excellent oral and written communication skillsProfessional level understanding and experience on the routing & switching technologiesSound knowledge on MPLSUnderstanding and hands on experience on SDWAN deployment & supportUnderstanding of security, firewall, proxy, Knowledge on scripting (PERL/Python) is a plusAbility to communicate effectively and build relationships with customers and cross functional teamsTeam player with good listening skillsVery Strong customer focusPays attention to details, has rigorous coordination skills and is result focusedShould be able to work effectively under pressureProficient with Microsoft Office SuiteVery good aptitude for problem solving and good analysis skillsHas ability to learn new technologies & concepts and has capacity to take initiatives

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