- Responds to and troubleshoots alerts from monitoring tools and product incidents reported by peer groups, stakeholders and support teams. Works on issues related with our SD-WAN (Viptela) environments, Cisco SDN (ACI), FTD, network infrastructure and Security infrastructure.
- Verifies that all reported Incident and Problem Management tickets created for application and infrastructure supporting our product are accurate and kept up to date; Acts as second tier response and technical support for incident management and resolution.
- Verifies that all incoming incidents are in the ticketing system. Responsible for escalating and prioritizing any unresolved issues to the appropriate on-call staff and facilitating ticket closure in a timely manner.
- Manages Incident Communications regarding product availability, product degradation, major Incidents, or customer reported issues to Ops Managers and other teams or personnel within SLA parameters.
- Performs timely notification updates to middle and senior management electronically and via established communication channels for extended outages and maintenance windows.
- Responds and delivers to requests relating to operational efficiency, security practices, capacity management, service management and product reliability
- Responsible for the Outage and Maintenance, the accuracy of the official Product Status Announcement Templates, and all other associated reports and documentation.
- Meets regularly with operations teams, development, and other Site Reliability staff to prioritize upcoming stage and live application, deployment, or project tasks.
- Manages priorities with occasional guidance from peers and management.
- Researches and recommends solutions for repeated manual procedure and lengthy operations.
Job Location: Delhi