SME - SDWAN

 Job Summary

We are looking for an experienced SD-WAN Subject Matter Expert (SME) to lead multi-vendor SD-WAN operations, provide technical leadership, manage customer escalations, and ensure compliance with defined KPIs, SLAs, security standards, and operational processes.

The candidate will be responsible for managing SD-WAN solutions across Cisco, Fortinet, Cisco Meraki, and Versa platforms, ensuring network availability, service performance, operational excellence, and continuous improvement. The role also requires strong expertise in MPLS, ISP connectivity, routing protocols, underlay and overlay troubleshooting, controller management, and technical team development.

2. Key Roles and Responsibilities

A. SD-WAN Technical Leadership

Act as the technical SME and lead for multi-vendor SD-WAN technologies, including Cisco, Fortinet, Cisco Meraki, and Versa.

Provide technical leadership for SD-WAN deployment, migration, upgrades, configuration changes, and service assurance.

Review and validate High-Level Designs (HLDs), Low-Level Designs (LLDs), and Method of Procedures (MOPs).

Troubleshoot complex underlay and overlay connectivity issues, routing instability, tunnel failures, and application performance problems.

Drive root cause analysis (RCA) and implement preventive measures for recurring network incidents.

B. Day-to-Day Network Operations

Oversee daily SD-WAN and WAN operations across enterprise managed services environments.

Ensure proactive monitoring, incident management, problem management, and change management.

Manage SD-WAN controllers, orchestrators, management platforms, and associated components.

Coordinate network upgrades, device replacements, configuration changes, and planned maintenance activities.

Ensure network availability, stability, and service continuity across customer environments.

C. KPI and SLA Management

Track and review operational KPIs, SLAs, MTTR, incident trends, availability, and service performance.

Ensure incidents, service requests, and changes are resolved within agreed SLA timelines.

Prepare periodic operational dashboards, performance reports, and management reviews.

Identify service improvement opportunities and drive corrective and preventive actions.

D. Partner and OEM Governance

Manage service delivery and technical governance with OEMs, ISP partners, and third-party service providers.

Conduct regular OEM support reviews, technical discussions, and service performance assessments.

Coordinate critical escalations, hardware replacements, software upgrades, and defect resolution.

Track vendor commitments, pending actions, RCA submissions, and permanent corrective measures.

E. Customer and Escalation Management

Handle critical customer escalations and major network incidents.

Lead technical bridge calls and coordinate resolution across internal teams, OEMs, ISPs, and service partners.

Communicate incident updates, service restoration plans, and RCA findings to customers and management.

Maintain strong customer relationships through effective communication, ownership, and timely resolution.

F. Network Security and Compliance

Ensure compliance with operational processes, security policies, change management, and audit requirements.

Conduct security audits of managed network devices, including routers, firewalls, and SD-WAN appliances.

Coordinate vulnerability assessments, firmware and software compliance reviews, and security remediation activities.

Track security advisories, vulnerabilities, configuration deviations, and remediation closure.

Ensure compliance with approved configuration baselines and operational security standards.

G. Team Development and Cross-Functional Collaboration

Build technical capabilities within L1.5 and L2 operations teams through training, mentoring, and knowledge-sharing sessions.

Develop troubleshooting guides, standard operating procedures, and technical documentation.

Collaborate with engineering, service delivery, project, security, and other cross-functional teams.

Drive operational standardization, automation opportunities, and continuous service improvement.

Position Specific Skills

Hands-on experience in SD-WAN technologies, preferably Cisco SD-WAN, Fortinet Secure SD-WAN, Cisco Meraki, and Versa.

Strong experience in MPLS, Internet Service Provider (ISP) connectivity, and enterprise WAN architectures.

Strong understanding of routing protocols:

Static and dynamic routing

BGP

OSPF

EIGRP

IS-IS

Expertise in underlay and overlay troubleshooting, IPsec tunnels, routing convergence, path selection, and application connectivity.

Experience in SD-WAN controller, orchestrator, and centralized management platform administration.

Working knowledge of Cisco Identity Services Engine (ISE), including TACACS+ and RADIUS-based device administration and access control.

Experience in network security audits, vulnerability assessment, firmware compliance, and remediation tracking.

Strong knowledge of incident, problem, change, and configuration management processes.

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