L2/L3 Engineer - SASE & Network Monitoring in Chennai, भारत

Job Description:- Monitor the Cato Management Application, Socket and tunnel health, PoP connectivity, ISP link quality and Cato Client health across all sites and users.- Acknowledge, classify and prioritise alerts and tickets in ServiceNow within SLA. P1 acknowledgement in 15 minutes, P2 in 30 minutes.- Perform first level triage: identify whether an issue is site, circuit, PoP, client, identity or application related, and gather logs and evidence.- Resolve known errors using runbooks: Socket reboot and HA failover checks, ISP link verification, Cato Client reinstall and version checks, basic policy hit verification.- Open and track carrier tickets for circuit outages at overseas sites and coordinate local smart hands for hardware checks.- Escalate to L2 with a complete handover: symptoms, impact, users or sites affected, what was tried, and current state.- Keep shift handover notes, update the CMDB and maintain the known error database.- Run daily health checks and produce the daily operations summary. (ref:hirist.tech)