Handle escalations from L1 and L2 network support teams and resolve complex network issues.
Design, deploy, and manage robust LAN, WAN, VLAN, VPN, Wi-Fi, and firewall infrastructures across multiple BPO delivery centers.
Monitor and analyze network traffic and performance using tools like SolarWinds, PRTG, and Wireshark.
Administer and optimize Fortinet, Cisco, and Sophos firewalls for security, policy enforcement, and high availability.
Maintain and troubleshoot VoIP and SIP network infrastructure (Genesys/Avaya/Free-SWITCH or similar platforms).
Implement and maintain redundancy, failover, and DR strategies for mission-critical applications.
Coordinate with ISP vendors, OEMs, and other stakeholders for provisioning, escalations, and upgrades.
Perform network audits, capacity planning, and recommend improvements in alignment with SLA commitments.
Maintain accurate documentation: network diagrams, IP schemas, and SOPs for incident handling.
Ensure full compliance with ISO 27001, PCI-DSS, and internal IT security frameworks.

Required Skills & Qualifications:

Bachelor’s degree in information technology, Computer Engineering, or a related field.
5 to 8 years of relevant experience in network engineering, preferably in a BPO or 24x7 operations environment.
Hands-on experience with:
Cisco Catalyst/ISR Series Switches and Routers
Fortinet FortiGate and Forti-Manager
VPN Technologies (SSL, IPSec)
Load Balancers (F5, HAProxy)
VoIP and SIP Protocols
Expertise in network monitoring and analysis tools (SolarWinds, Nagios, PRTG).
Industry certifications (preferred):
CCNP (Enterprise/Security)
Fortinet NSE 4/5
ITIL Foundation (optional)
Knowledge of network automation and scripting (Python, Ansible) is a strong advantage.
Familiarity with cloud networking (AWS VPC, Azure VNets) and SD-WAN is preferred.

Nice to Have:

Experience supporting multi-site call centers.
Exposure to ticketing platforms (e.g., ServiceNow, Fresh service).
Prior involvement in ISO audits or BCP/DR drills.

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