Key Responsibilities:

● Technical Operations: Monitor and manage SD-WAN

connections (Cato, Cisco Meraki) and DIA circuits, ensuring

optimal performance and availability. Act as the escalation point

for complex NOC issues, providing advanced troubleshooting and

resolution. Collaborate with ISPs, vendors, and internal teams to

resolve outages and performance issues in a timely manner.

Support proactive network health monitoring, capacity planning,

and performance tuning. Manage configuration, deployment, and

maintenance of SD-WAN devices and edge routers.

● Leadership & Coordination: Serve as the right hand to the NOC

Team Lead, assisting in team oversight and daily operational

activities. Provide mentorship and training to junior NOC

engineers, improving overall team capabilities. Help coordinate

shift handovers, incident escalations, and service restoration

activities. Contribute to onboarding documentation, runbooks, and

troubleshooting guides.

● Incident Management & Reporting: Lead major incident calls

and coordinate technical response efforts. Ensure detailed

incident documentation, root cause analysis, and follow-up actions

are completed. Generate and analyze network performance and

incident trend reports for management and stakeholders.

● SLA Compliance: Monitor service delivery against SLAs; Drive

incident response efficiency and timely escalation; Investigate SLA

breaches and lead corrective actions

● Network Monitoring: Continuously monitor network performance,

health, and security using various monitoring tools to ensure

uptime and reliability.

● Technical Involvement: Assist with technical tickets, incl.

analysis of speed issues, latency, and site/circuit downtime; Utilize

tools like the CATO management portal to analyze graphs and

metrics; Understand and troubleshoot performance-related

anomalies using technical insight; Serve as a go-to resource for

• diagnosing recurring or complex network issues

Qualifications:

● Education & Certifications (optional): Bachelor's degree in IT,

Computer Science, or related field (preferred). Certifications like

CCNA, CCNP, MTCNA, CompTIA Network+, or equivalent are a

plus.

● Real experience with SD-WAN technology, Cato sockets, Cisco Meraki,

etc.

● Technical Knowledge: Advanced understanding of networking

protocols (TCP/IP, DNS, DHCP, BGP, etc.), firewalls, VPNs, and

monitoring tools (e.g., Zabbix, Grafana, etc.).

● Experience: 3-5+ years of experience in a NOC or network

engineering role, with recent experience in a Senior/Lead capacity.

● Troubleshooting Skills: Ability to diagnose and resolve network

and connectivity issues efficiently.

● Monitoring & Incident Management: Experience using NMS

tools, handling alerts, and escalating critical incidents.

● Operating Systems: Familiarity with Windows, Cisco IOS, and

cloud environments.

● Security Awareness: Knowledge of cybersecurity best practices,

intrusion detection, and network hardening.

● Excellent leadership, communication, and analytical skills

● Fluent in English

Mindy Support is a global company. We empower businesses all over the world through providing remote assistants and outsourced teams specialized in customer support, tech support, back office activities, and agile sales and marketing support.

We respect the individuality and culture of each member of our large team, and appreciate the contribution of each employee to support our Customers.

We will be glad to welcome you to our team. Grow your career with Mindy Support!