Project Role : Technology Support Engineer

Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills : SD-WAN Operations

Good to have skills : Palo Alto Networks Firewalls, Fortinet FortiGate Firewall

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

As a Technology Support Engineer, a typical day involves addressing and resolving incidents and problems that affect various business system components to maintain smooth and stable operations. The role includes managing change requests and continuously updating documentation to enhance troubleshooting efficiency. Collaboration with external vendors and internal service management teams is a key part of the daily routine, ensuring timely analysis and resolution of issues that impact business continuity. This position requires a proactive approach to maintaining system reliability and supporting operational excellence across multiple teams.

Roles & Responsibilities:

Expected to be an SME, collaborate and manage the team to perform.
Responsible for team decisions.
Engage with multiple teams and contribute on key decisions.
Provide solutions to problems for their immediate team and across multiple teams.
Coordinate with vendors and service management teams to facilitate issue resolution and improve service delivery.
Lead efforts to document and update knowledge base articles to support efficient troubleshooting and knowledge sharing.
Monitor operational stability and proactively identify areas for improvement to minimize disruptions.
Support junior team members by providing guidance and sharing expertise to foster professional growth.

Professional & Technical Skills:

Must To Have Skills: Proficiency in SD-WAN Operations.
Good To Have Skills: Experience with Palo Alto Networks Firewalls, Fortinet FortiGate Firewall.
Strong understanding of network infrastructure and security principles related to wide area network technologies.
Experience in incident management and problem resolution within complex IT environments.
Ability to create and implement Requests for Change while adhering to organizational policies and procedures.
Skilled in collaborating with cross-functional teams and external vendors to ensure seamless operational support.

Additional Information:

The candidate should have minimum 7.5 years of experience in SD-WAN Operations.
This position is based at our Gurugram office.
A 15 years full time education is required.