Track Lead (Support & Operations)

Job Summary

The AOVPN Engineer / Consultant is responsible for the engineering, operation, availability, security and continual improvement of Microsoft Always On VPN services. The role provides L2/L3 support across VPN gateways, Network Policy Server (NPS), Remote Access Service (RAS), Windows Network Load Balancing, certificates, VPN profiles and traffic-routing components, while coordinating closely with Intune, PKI, Wintel, network, firewall and service-management teams.

• Stable and secure remote connectivity with proactive monitoring and timely incident restoration.
• Controlled AOVPN profile, certificate, policy and infrastructure changes with tested rollback plans.
• Current operational, recovery and configuration documentation that supports audit and disaster-recovery readiness.

Clear ownership, escalation and communication across internal teams, vendors and business stakeholder

Key Responsibilities

Service operations and support

• Monitor and administer VPN/RAS servers, NPS servers, Windows NLB clusters, Azure Traffic Manager endpoints and associated service health indicators.
• Troubleshoot user, device and site connectivity issues involving authentication, certificates, routing, DNS, split tunnelling, firewall flows and VPN profile behaviour.
• Own technical resolution of incidents, service requests, problems and changes, including accurate ticket updates, evidence, timelines and closure notes.
• Perform approved service restarts, server maintenance, patch coordination, endpoint enablement or disablement, and controlled traffic failover or switchback.
• Participate in an on-call or major-incident rota and provide technical leadership during priority incidents.

Engineering and lifecycle management

• Design, build, test and maintain AOVPN user and device tunnel configurations using ProfileXML and approved deployment methods.
• Configure and support RAS/VPN, NPS/RADIUS policies, IKEv2/SSTP settings, IP addressing, routes, DNS rules and traffic filters.
• Coordinate VPN profile deployment and removal through Microsoft Intune, ensuring pilot validation, sequencing, dependency checks and user-impact controls.
• Plan certificate enrolment, renewal and revocation activities with PKI teams for server, user, device and external-facing certificates.
• Support service transitions, platform upgrades, data-centre changes, tenant migrations, decommissioning and replacement of legacy VPN infrastructure.
• Engage Microsoft and other vendors for product defects, complex troubleshooting and technical escalation.

Availability, recovery and security

• Maintain disaster-recovery and blackout-recovery procedures covering backup, restore, rebuild, failover, rollback, validation, ownership and communication.
• Execute periodic recovery and traffic-switchover tests, capture evidence, record lessons learned and drive corrective actions.
• Validate configuration backups for VPN/NPS servers and AOVPN XML profiles, and confirm dependencies such as PKI, Intune, DNS, network, firewall and internet connectivity.
• Apply security hardening, least-privilege access, certificate controls, logging and vulnerability-remediation requirements in line with organisational standards.
• Assess service risks, document technical debt, maintain remediation plans and escalate material availability or security concerns.

Skill Requirements

• Bachelor's degree or equivalent practical experience in information technology, computer science, engineering or a related field.
• 5-8+ years of experience in enterprise network, remote-access or Windows infrastructure support, including substantial hands-on AOVPN experience.
• Proven experience supporting production services across multiple sites or regions and working within structured change and incident-management controls.
• Microsoft, networking, cloud, security or IT service-management certifications are desirable.

• Strong analytical troubleshooting and root-cause thinking.
• Clear, concise stakeholder communication during incidents and planned changes.
• Ownership mindset with disciplined follow-through and attention to documentation.
• Ability to coordinate effectively across PKI, Intune, Wintel, network, security, vendor and service-management teams.
• Risk-aware decision-making and a continuous-improvement approach.

Other Requirements

• Service availability and reliability against agreed targets.
• Incident response and resolution performance, including reduction in repeat incidents.
• Change success rate and quality of implementation and rollback evidence.
• Certificate, profile and infrastructure lifecycle activities completed before expiry or obsolescence.
• Recovery-test success, closure of findings and currency of runbooks and configuration records.
• Stakeholder satisfaction, ticket hygiene and delivery of measurable automation or service improvements.