Domain - SDN Technical Assure Specialist VOIS

- To pro-actively investigate, analyse, and diagnose issues through thorough examination of the data collation and tool sets provided for analysis.
- Undertake or support rapid restoration of services within service level agreement (and prior to critical Service failure or Security breach when possible)
- Take an overall pro-active responsibility for the technical support of issues arising within a customer SDWAN/SASE environment, working with associated Service Desks to ensure the correct action for an incident is taken and posted to the correct resolving agency (with necessary diagnostics / impact assessments)
- To investigate and resolve problems identified using pro-active (management / monitoring) tools - where possible before critical Services are impacted, or security breaches occur.
- Ensure that incidents are escalated accordingly when necessary, and in line with agreed service level agreements.
- Develop / follow documented and agreed business processes / procedures in the event of a fault or Security incident
- Identify and highlight any deficiencies in the business processes / procedures, offering recommendations and undertaking any corrective action if/when approved.
- Ensure that all alerts/events generated are investigated and are effectively communicated in accordance with
agreed operational procedure.
- Investigate and analyse complex incidents / problems and engage with Cisco (or appropriate design authority) resource where necessary
- Assist with analysis of the root cause of faults and the production of subsequent detailed RCA reports
- Engaging with Design functions or Customers to remedy/rectify any discrepancies found during monitoring or troubleshooting.
- Engaging with Vendors / partners to ensure faults are remedied within agreed timeframes and in-line with contracted SLA’s.
- Participate and support in a shift team based on rotational schedule
- Become an expert in multi-vendor SD-WAN/SASE technologies
- Completion of in-life changes to the service (adhering to change-management process) , validating and ensuring changes will have no impact to the service or security posture of the solution or the policy compliance.
- Provide feedback, assistance, and guidance from a technological and process perspective to enhance and improve customer experience.