Senior SD-WAN Operations & Escalations Lead

Vocus Group; Melbourne; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid working environment

Career development and ongoing/various

Discounts on power, gas, mobile, and 4

Job summary

Vocus Group is seeking an experienced Technical Operations Specialist to lead advanced operational support for Fortinet and Cisco Meraki SD-WAN across Adelaide or Melbourne. You will act as the senior escalation point for complex network incidents and collaborate with NOC, Engineering, and Architecture teams to ensure optimal performance.

The role requires an on-call roster with occasional overtime, strong troubleshooting skills, and a customer-first mindset to deliver exceptional outcomes to

Qualifications

• 5+ years in telecommunications, managed services, or ISP
• 5+ years supporting enterprise LAN, WAN, and networking environments
• 3+ years deploying, supporting, and managing SD-WAN technologies
• Strong hands-on experience with Fortinet and Cisco Meraki
• Fortinet NSE certification or equivalent practical experience
• Knowledge of MPLS, VPNs, IP routing protocols (OSPF, BGP, EIGRP, RIP)
• Experience with enterprise switching and network security
• CCNP/JNCIS-SP or equivalent certifications highly regarded
• DNS, web hosting, packet analysis, and packet capture tools
• IP Voice technologies and converged networks experience
• Excellent written and verbal communication with a customer-first mindset
• Ability to work independently in a collaborative team

Responsibilities

• Provide advanced operational support and technical expertise for Fortinet and Cisco Meraki SD-WAN.
• Act as a senior escalation point for complex network, security, voice, and customer service incidents.
• Partner with SD-WAN Architecture, Engineering, and NOC teams for deployment and operation of customer solutions.
• Diagnose and resolve WAN/LAN routing, switching, security, and voice issues within SLAs.
• Manage executive and platinum customer escalations with clear communication.
• Support continuous improvement initiatives to enhance service quality.
• Develop, maintain, and share technical documentation, standards, and procedures.
• Mentor and coach team members through knowledge sharing.

Skills

Fortinet

Cisco Meraki SD-WAN

Networking troubleshooting

WAN/LAN routing

IP voice

Customer experience

Executive escalation

DNS, hosting, packet analysis

Strong communication

Education

Fortinet NSE certification (NSE4-6)

CCNP or JNCIS-SP or equivalent

Experience in enterprise networking

Tools

Fortinet

Cisco Meraki

SD-WAN deployments

Job description

Vocus Group is seeking an experienced Technical Operations Specialist to lead advanced operational support for Fortinet and Cisco Meraki SD-WAN across Adelaide or Melbourne. You will act as the senior escalation point for complex network incidents and collaborate with NOC, Engineering, and Architecture teams to ensure optimal performance.

The role requires an on-call roster with occasional overtime, strong troubleshooting skills, and a customer-first mindset to deliver exceptional outcomes to