Network Engineer SDWAN

Infosys Petaling Jaya, Selangor, Malaysia

Responsibility : SD-WAN Operations :

• Assist the Team Lead in ensuring smooth operations of SD-WAN platforms by adhering to established tasks, processes, and Service Level Agreements (SLA).
• Optimize SD-WAN platform performance to ensure cost-effective and sustained availability for corporate customers.
• Incorporate continuous improvement processes through constant monitoring, reporting, evaluation, and enhancement of operation metrics.
• Ensure adherence to operational standards, processes, and guidelines in line with industry best practices.

Team Collaboration and Vendor Management :

Work collaboratively with cross-functional teams and vendors to deliver high-quality solutions on schedule, within budget, and meeting customer requirements.

Assist the Team Leader in managing vendor relationships and ensuring deliverables meet agreed-upon service levels.

Support in managing operational challenges, including incident, problem, and change management and providing resolutions to escalated issues.

Shift and Availability :

Participate in a 24x7 shift rotation (14-16 days), ensuring continuous operational support across various time zones and shifts.

Ensure the alignment of operational practices with strategic objectives.

Drive continuous improvement efforts to align SD-WAN operations with evolving industry standards and best practices.

Technical Responsibilities :

Analyze, troubleshoot, and correct network problems.

Perform escalation to internal product domain experts and / or external vendors.

Work with internal experts / external vendors to resolve technical issues.

Respond to inbound Change Requests (CRs), Service Requests (SRs), and Queries on managed network technologies (Cisco routers / switches, SDWANs, uCPE, Meraki) in a timely manner (within stipulated SLA).

Generate monthly reports according to service scope requirements.

Perform change request on supported SDWAN platform and traditional Cisco routers / switches.

Adhere to policies, procedures, and security best practices.

Resolve problems independently and understand escalation procedures.

Provide knowledge transfer / training (if required) to team members on supporting daily operations.

Perform User Account Management (UAM) based on established processes.

Any other duties as required / assigned.

Products Supported :

Viptela

VeloCloud

SilverPeak

RANSNET

Fortinet

Meraki

Dell ADVA

Experience and Technical Skill Requirements :

Networking Concepts : Basic understanding of TCP / IP, routing, and switching.

SD-WAN Technologies : Familiarity with Viptela, SilverPeak, VeloCloud, RANSNET, Fortinet, Meraki, and Dell ADVA.

Experience in configuring and troubleshooting Cisco routers / switch in enterprise environment.

General Requirements

At least 1 year working experience in IT Operation and / or Support (LAN / WAN / Cloud)

Working experience with any of the SD-WAN solutions (e.g. Cisco Viptela, VeloCloud, Fortinet, Silver Peak).

Sound fundamental knowledge on IP networking (e.g. TCP / IP, routing, etc.) and operation systems (e.g. Windows, Linux, etc.)

Candidates with at least CCNA / CCNP level certification or its equivalent

Strong critical thinking and problem-solving skills and a passion for networking / IT

Fluent communicator in both written and spoken English; Good interpersonal skills.

Preferred Qualifications :

Experience with network monitoring tools and software.

Previous experience in a technical support or helpdesk role.

Soft Skills :

Operations Management : Change management, problem management,

Customer Engagement : Customer-focused, resourceful, and possess a strong initiative.

Vendor Management : Ability to manage vendor relationships effectively.

Team Player : Good communication skills and a collaborative attitude.

Learning Attitude : Willingness to learn and adapt.

Work Schedule

Rotational Shift : 12-hour shifts alternating between day shift and night shift each starting at 7am and 7pm

2 days of day shift (7am-7pm)

2 days off

2 days of night shift (7pm-7am)

2 days off

You may also be required to work during business hours 8 : 30am to 6 : 00pm depending on business and operational needs.

Additional Responsibilities : You may be required to be on standby for overtime depending on operational needs

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