Network Engineer- Customer Support L3

As a Lead - Customer Support (L3 Technical Network Support) based in Pune, India, you will play a crucial role in providing advanced network support while leading and mentoring a team of L1 and L2 network engineers in the NOC. With 7-10 years of experience in network support, including 3-5 years in a leadership or senior technical role, you will be responsible for various key aspects of network operations. Your primary responsibilities will include team leadership and mentoring, where you will develop and deliver training programs to enhance team skills, conduct performance evaluations, and provide regular feedback to the team. You will also be involved in resolving high-level network issues related to routing, switching, firewalls, and VPNs, as well as analyzing and addressing network performance and reliability challenges. As the escalation point for critical incidents and outages, you will conduct root cause analysis and implement long-term solutions, collaborating with cross-functional teams to resolve comprehensive issues. Additionally, you will develop procedures for handling critical network escalations, coordinate with senior management and stakeholders for unresolved issues, and monitor and document lessons learned from escalations for process improvements. In terms of NOC operations management, you will ensure efficient day-to-day operations, maintain high service availability, manage operational procedures for effective monitoring and incident response, and adhere to SLAs and operational standards. You will also assist in network architecture planning, infrastructure upgrades, and capacity planning, while evaluating and recommending performance, security, and scalability improvements. Your role will also involve maintaining accurate documentation of network configurations and troubleshooting steps, preparing detailed reports on network performance, escalations, and resolutions, and ensuring compliance with internal and external documentation standards. Effective communication of network issues, escalations, and resolutions to customers and stakeholders, along with managing relationships with vendors and service providers, will be key aspects of your responsibilities. To qualify for this role, you should hold a Bachelor's degree in Computer Science, Information Technology, or a related field, along with relevant certifications such as CCNA, CCNP, CCIE, or equivalent. Strong technical skillsets in networking technologies, network security concepts, and network devices from vendors like Cisco, Juniper, and Fortinet are essential, along with excellent leadership, problem-solving, and communication skills. In return, you can expect a competitive salary, performance-based incentives, comprehensive health insurance, and other employee benefits, along with opportunities for career advancement, professional development, and a collaborative work environment that fosters growth and learning.,