Locuri de muncă în Bucharest, bucharest, romania

Mission

• The successful candidate will be part of a team responsible for the monitoring and assurance of complex SD-WAN / SASE solutions provided by the company to Enterprise customers
• The successful candidate will be responsible for pro-actively identifying and rectifying technical and potential security compliance issues , and reactively responding to tickets raised by customers, troubleshooting, rectifying, and resolving the issue / fault
• The successful candidate will be aware of latest technologies, trends, and relevant vendors capabilities in this technology / security sector

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 pro-active 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 pro-active (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 incidents

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 the agreed operational procedure.

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 in-line with contracted SLA’s.

Participate and support in a shift team if applicable

Become an expert in multi-vendor SD-WAN / SASE technologies

Completion of in-life changes to the service (adhering to change-management 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.

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