Sr. Lead - Global Service Operations

Job Summary:

We are seeking a highly skilled and experienced SubjectMatter Expert (SME) in SD-WAN and SASE technologies to lead and support incidentmanagement processes within our network operations. The SME will beresponsible for diagnosing, resolving, and preventing complex networkincidents, ensuring high availability and performance of secure connectivitysolutions across the enterprise.

Key Responsibilities:

• Incident Management:
• Lead the resolution of high-priority incidents related to SD-WAN and SASE platforms(Versa)
• Act as the escalation point for complex network issues.
• Perform root cause analysis (RCA) and drive corrective and preventive actions.
• Collaborate with cross-functional teams to ensure timely incident resolution and communication.
• Technical Expertise:
• Serve as the go-to expert for SD-WAN (VERSA & Fortinet) and SASE (e.g., VERSA ,ZSCALER/ Netskope).
• Maintain deep knowledge of secure access service edge architecture, including Zero Trust Network Access (ZTNA), CASB, SWG, and FWaaS.
• Monitor and optimize network performance and security posture.
• Documentation & Reporting:
• Maintain detailed incident logs, RCA reports, and knowledge base articles.
• Provide regular updates to stakeholders on incident trends and performance metrics.
• Process Improvement:
• Recommend and implement improvements to incident response workflows.
• Participate in change management and post-incident review meetings.
• Training & Mentoring:
• Train L1/L2 support teams on SD-WAN/SASE troubleshooting and best practices.
• Share knowledge and mentor junior engineers.

Required Qualifications:

• Bachelor s degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in network engineering or operations, with at least 3 years focused on SD-WAN and SASE technologies.
• Strong understanding of ITIL-based incident management processes.
• Hands-on experience with monitoring and troubleshooting tools (e.g., SolarWinds, Splunk, Wireshark).
• Relevant certifications (e.g.,VNX 325, Zscaler Certified, NSE4/7) are highly desirable.

Preferred Skills:

• Excellent analytical and problem-solving skills.
• Strong communication and stakeholder management abilities.
• Ability to work under pressure and manage multiple incidents simultaneously.
• Experience in large-scale enterprise environments.

KeyPerformance Indicators (KPIs):

KPI Description

Mean Time to Resolve (MTTR)

• Average time taken to resolve SD-WAN/SASE incidents.

First Time Resolution Rate

• Percentage of incidents resolved without escalation.

Incident Volume Reduction

• Year-over-year reduction in recurring incidents.

Root Cause Analysis Completion Rate

• Percentage of major incidents with completed RCA within SLA.

Availability of SD-WAN/SASE Services

• Uptime percentage of critical network services.

Knowledge Base Contribution

• Number of documented solutions and troubleshooting guides created.

Stakeholder Satisfaction Score

• Feedback from internal teams and clients on incident handling.

Training Effectiveness

• Improvement in L1/L2 team performance post-training.

Compliance with SLAs

• Adherence to defined service level agreements for incident response.

Change Success Rate

• Percentage of changes implemented without causing incidents.