Network Operations Engineer — Monitoring and SD-WAN RFP-265382-1

emagine Polska operates a Global Capability Centre focused on network operations and service continuity in Pune.

• Experience with Cisco Catalyst SD-WAN technologies.
• Proficiency in network monitoring tools, specifically Zabbix.
• Strong understanding of TCP/IP networking.
• Knowledge of SNMP protocols.
• Experience with VLAN configurations.

Nice to Have:

• Certifications in ITIL or SD-WAN technologies.
• Familiarity with ITSM platforms.
• Experience in contributing to major incident response frameworks.

• Resolve incidents and service requests within agreed SLA targets through structured troubleshooting and analysis before escalation.
• Maintain complete, evidence-based ticket documentation; escalate to Level 3 only with full diagnostic detail.
• Own backlog hygiene, provide timely stakeholder updates, and ensure disciplined shift handovers for operational continuity.
• Author and maintain Knowledge Base Articles and runbooks, identifying repeat incidents suitable for escalation to Level 1.
• Apply ITIL incident, change, and problem management, complying with internal security and audit requirements.
• Contribute to Major Incident support, KPI reporting, operational performance reviews, and problem management investigations.
• Build, tune, and maintain monitoring templates and SNMP onboarding for network devices; keep the alert catalogue current and meaningful.
• Triage alerts, suppress noise, and convert genuine events into qualified incidents in the ITSM platform.
• Operate Cisco Catalyst SD-WAN daily: vManage, vSmart, vBond, and cEdge; manage connection failures and policy updates.
• Troubleshoot application-aware routing, QoS, underlay instabilities/saturation, ZBFW, TLOC, and segmentation behavior in varying conditions.
• Assist in defining alert thresholds alongside Level 3 specialists and the monitoring partner.

This role requires candidates to be preferably immediate joiners or currently serving notice with 15–20 days remaining. The position is hybrid based in Pune with 3 days at the office and 2 days WFH.