Lead - IT Operations

The Lead - IT Operations (IC Level 3) is accountable for designing, implementing, and maintaining the organization s infrastructure, including routers, switches, Wi-Fi controllers, access points, load balancers, and firewalls. This role involves close collaboration with internal teams to ensure optimal performance, security, and timely resolution of infrastructure-related issues.

Role & Responsibilities:

• Provide top notch support for any network issues ranging from implementation of new networks, troubleshooting outages for On-prem and remote networks business users.
• Handle level-2 support for Incidents, Changes and Service requests related to all Network & Security services
• Technical support for networking such as: WAN and LAN connectivity, Link load balancer, firewalls, wireless and security.
• Develop and maintain network documentation, including network topology and configuration information.
• Stay up to date with emerging trends and technologies in network & Security engineering.
• Performing network maintenance and system upgrades including service packs, patches, hot fixes, and security configurations
• Monitor system resource utilization, trending, and capacity planning for network devices.Deployment of new Offices based on the requirement of the number of users for the specific location.
• Manage WiFi Controllers, Switches, Access Points (Ruckus) & Firewalls, such as Palo Alto
• Remote access solution implementation and support such as IPSEC VPN & Remote VPN.
• Hands-On executing the backup and restore of software and configuration
• Must identify, resolve and replace malfunctioning hardware/software related incidents
• Hands-on experience in defining, deploying/managing and troubleshooting the AAA mechanism for user authentication for device management
• Understanding of DNS/DHCP.
• Ability to work with vendor support to resolve Operational and Project challenges.
• Respond to and resolve alerts and tickets generated from the monitoring system in a timely fashion.
• Create and Maintain record and maintain user support documentation (Knowledge Base) for Network & Security systems
• Maintain accurate time and records in all service tickets as performed and ensure the tickets get resolved with the given SLA timelines.
• Communicate with customers/inter teams as needed regarding ticket progress, changes or agreed outages.
• Escalate service/incident requests that require L3 Engineer level support in a timely fashion to prevent breach of SLA & Outage to business.
• Work within a network team or with multiple stakeholders to implement and improve best practices to enhance the users experience and optimize the operation task.
• Work with the Helpdesk Team to prioritize critical or high-impact network issues
• Provide advanced troubleshooting support and guidance to ensure timely resolution
• Act as the primary escalation point for complex network issues that are beyond the scope of the Helpdesk Team.
• Maintain clear and consistent communication with Helpdesk personnel during ticket investigations and updates.

Experience with following:

• Strong knowledge of Wireless/Wired LAN, WAN & Network Security infrastructure
• Candidate will be responsible for, but not limited to, the following: (Must Have)
  • Configuration, deployment, monitoring, troubleshooting, and analysis of Wired & Wireless network, WAN and Firewall infrastructure services
  • Actively monitoring and reacting to real-time network conditions and leading improvement efforts in support of monitoring, performance, and reporting.
  • Well exposed to handle operation, deployment, and monitoring in the Wired & Wireless, WAN and Firewall also good knowledge on standards such as wireless security mechanisms, network design principles, firewall technology, and wireless network control systems, with a primary focus on Ruckus/Aruba/Cisco/Palo Alto platforms.
  • Hands-on experience implementing, upgrading/administering, and troubleshooting wireless controllers with an emphasis on Ruckus/Cisco/Palo Alto/Link Load Balancer devices.
  • Should have good Debugging and Troubleshooting and log analysis skills
  • Hands-on experience in defining, deploying/managing and troubleshooting the Authentication, Authorization, Accounting mechanism for user authentication
  • Hands-On experience in integration of analytics tools with WiFi / LAN/ Firewall infrastructure for greater visibility and monitoring the traction happening with networks
  • Excellent hands on knowledge of routing & switching technologies and troubleshooting
  • Hands-on experience & concept understanding in Firewalls like Palo Alto , PRISMA & Cisco

Qualifications

• Must be well organized, responsible, and accountable
• Must be detail-oriented, quick to learn and self-motivated
• Strong understanding of TCP/IP networking and routing protocols.
• Engineers must have good written, verbal and presentation skills to collaborate successfully with team, vendors, and stakeholders.
• Certification Requirements : (if any)
  • CCNP Enterprise with network / security
  • Palo Alto Certification (PCNSE)
  • Wireless certification CWNA / CWNP
• Educational qualifications: B.E. Degree, with any discipline.