Application Production Support Analyst - Enterprise Microservices

Incident Escalation: Resolving complex tickets related to packet loss, high latency, or intermittent VPN drops using tools like Wireshark, MTR, and PingPlotter. VPN & Access Management: Configuring and maintaining OpenVPN, GlobalProtect, AnyConnect, or Zscaler nodes to ensure secure remote access. SD-WAN Monitoring: Managing branch connectivity via controllers (e.g., Cisco Viptela or Velocloud), ensuring traffic steering policies are working as intended. Firmware Lifecycle: Remotely pushing patches and OS updates to network appliances across multiple time zones. Aruba Central Ops: Monitoring site health, troubleshooting AP "heartbeat" issues, and managing firmware compliance across thousands of remote access points. AOS-CX Switching: Configuring and troubleshooting VLANs, LACP (Link Aggregation), and VSF (Virtual Switching Framework) stack issues on the 6000/6100/6300 series. Mobility Management: Handling user connectivity issues in AOS-10 or AOS-8 environments, including checking RF interference and channel assignments. ClearPass Support: Basic troubleshooting of 802.1X authentication failures-checking Access Tracker logs to see why a device was rejected or placed in a "Quarantine" VLAN. Remote AP (RAP) Support: Helping remote employees set up home-based Aruba APs that tunnel back to the corporate controller.

Remote Infrastructure Operations: Mastery of cloud-native management platforms, specifically Aruba Central and Cisco DNA Center, to provision and monitor hardware without physical access. Standard Routing & Switching: Deep knowledge of Layer 2/Layer 3 fundamentals including VLANs, Spanning Tree (STP), LACP, and foundational routing protocols like OSPF and Static Routing. Security & Access Control: Proficiency in managing firewall rules (Cisco ASA/FTD or Palo Alto) and troubleshooting 802.1X authentication via Aruba ClearPass or Cisco ISE. VPN & Remote Connectivity: Expertise in configuring and troubleshooting Secure Socket Layer (SSL) and IPsec VPNs (GlobalProtect, AnyConnect) to support a distributed workforce. Remote Troubleshooting: Advanced ability to use packet analysis tools like Wireshark and remote diagnostic tools (MTR, PingPlotter) to identify latency or jitter in branch-to-cloud paths. Collaboration & Soft Skills: Strong documentation skills for updating network diagrams and technical guides, combined with the ability to communicate technical issues clearly over video conferencing and asynchronous platforms.