Domain - SDN Technical Assure Specialist VOIS - Cairo, مصر - vodafone egypt

وصف

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 proactive 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 proactive (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

• 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 inline with contracted SLA's.
• Participate and support in a shift team based on rotational schedule
• Become an expert in multivendor SD-WAN/SASE technologies
• Completion of inlife changes to the service (adhering to changemanagement 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.