Service Delivery Network Operations Lead

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SD-WAN and Data Center 

• Global SD-WAN infrastructure support (Palo Alto Prisma SD-WAN): site connectivity, HA, circuit and path troubleshooting, controller connectivity, templates and upgrades. 

• Data center network support and coordination, including application connectivity at data centers and engagement of hosting and data center support teams. 

• Maintain mapping between SD-WAN devices, ISP circuits, carrier handoffs, bandwidth and failover design. 

Firewalls and Network Security 

• Operational support of Palo Alto and Fortinet (FortiGate) environment: incident diagnosis, policy-change coordination, upgrade and rollback planning, certificate dependencies and recurring defects. 

• Support the Palo Alto Prisma Access environment and remote/branch secure access. 

• Review firewall rule requests through the policy management process, follow up on implementation, validate rules and lead troubleshooting when rules do not work as expected. 

• Own firewall and SD-WAN configuration standards, templates and approved exceptions. 

AP Regional TCOM Lead 

• Primary technical focal point and escalation point for AP-region incidents, changes, projects, suppliers and regional stakeholders. 

• Support regional and global projects, including M&A, network refresh, site openings/exits, ISP orders and decommissions. 

• Manage regional TCOM financials, POs, contracts and capital projects with procurement and vendors. 

• Participate in P1/P2 follow-the-sun support and represent the region in RCA and change management processes. 

Operations, Incidents and Vendors 

• Lead technical discussions with vendors (manufacturer TAC support, carriers and the managed service provider) and internal stakeholders. 

• Join and drive global P1/P2 and complex data center incident calls: gather evidence, ensure the right teams are engaged and support teams on firewall, SD-WAN and LAN issues. 

• Analyze issues across LAN, WAN and security layers and coordinate troubleshooting with support vendors; support Root Cause Analysis. 

• Maximize network performance by monitoring, troubleshooting outages, scheduling upgrades and working with other network leads on optimization. 

• Manage the TCOM processes (incidents, problems, changes, requests) by review and approve change requests. 

• Create and maintain SOPs, runbooks, KB articles and architecture documentation; support CMDB and asset alignment. 

• Work with global vendors, solution architects and project managers to implement new global technology solutions, and support monitoring and automation initiatives. 

• Coordinate with global infrastructure groups and ensure consistent adherence to IT standards and security policies. 

Required Skills and Experience 

• Minimum 8–10 years of experience in enterprise network operations and engineering. 

• Technologies: Palo Alto Prisma SD-WAN (ION), Palo Alto Prisma Access, Palo Alto NGFW (Panorama), Fortinet (FortiManager / FortiAnalyzer), Cisco routing & switching, Cisco Wireless LAN. 

• Strong experience implementing LAN and WAN services (LAN, WLAN, MPLS VPN, QoS, routing protocols, SD-WAN). 

• Strong L2 and L3 troubleshooting across WAN and security layers. 

• Good understanding of routing protocols (BGP, OSPF, RIP, static routing) and Layer-3 routing. 

• Excellent understanding of LAN, Wireless LAN and WAN (IPsec, GRE), including site-to-site VPN and multi-vendor firewall interoperability. 

• Good understanding of large data center network infrastructure and interconnect firewalls. 

• Good understanding of NAT, DNS, TCP/IP addressing, security zones and policy design. 

• Experience with ITSM tools, network monitoring and firewall policy management tools. 

• Experience working with managed service providers and carriers in a multi-region environment. 

Preferred Qualifications 

• Palo Alto certifications (PCNSE, Prisma SD-WAN) and/or Fortinet certifications (NSE 4 or higher / FCP / FCSS). 

• Cisco certification (CCNP Enterprise or equivalent). 

• Exposure to network automation and scripting (Python, PowerShell, APIs). 

Competencies 

• Good communication skills, with the ability to lead technical calls and report to management. 

• Ownership and accountability for regional service quality and vendor performance. 

• Ability to work across time zones and support follow-the-sun operations. 

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