Network Manager

Position: Network Manager

Experience: 12-15 Years

Support Model: Enterprise Managed Services / 24x7 Operations Environment

Job Summary

• Lead Network Operations, Engineering, and SME teams supporting large enterprise customers. Own service delivery, customer satisfaction, SLA compliance, major incident governance, technical leadership, resource planning, and operational excellence across Network, Security, Wireless, and Cloud domains.

Key Responsibilities

• Act as the primary client escalation point of contact for all Network services.
• Lead Network Engineers, Team Leads, and SMEs across multiple shifts.
• Conduct Daily Operations Reviews, Weekly Service Reviews, and Monthly Governance meetings.
• Own SLA, KPI, and service performance management.
• Manage resource planning, roster management, shift scheduling, and capacity planning.
• Provide technical guidance and mentorship to engineers and SMEs.
• Drive Incident, Problem, Change, Risk, Capacity, and Availability Management processes.
• Lead P1/P2 major incident governance and customer communications.
• Review Root Cause Analysis reports and drive service improvements.
• Manage customer escalations and executive communications.
• Coordinate with vendors, OEMs, ISPs, cloud providers, and internal stakeholders.
• Drive automation, standardization, and continuous improvement initiatives.
• Support hiring, performance management, training, and career development of team members.

Technical Expertise

• Cisco Routing & Switching, LAN/WAN, TCP/IP, DNS, DHCP, VLANs, QoS.
• BGP, OSPF, EIGRP, HSRP, VRRP, MPLS, SD-WAN technologies.
• Palo Alto Firewalls, Panorama, GlobalProtect, Security Policies, NAT, VPNs.
• Cisco Wireless LAN Controllers (WLC), Access Points, Wireless Security and RF concepts.
• Cisco ISE, 802.1X Authentication, RADIUS, TACACS+, NAC and Network Access Control.
• AWS Networking including VPC, Transit Gateway, Route Tables, Security Groups, Direct Connect and CloudWatch.
• Azure Networking including VNETs, ExpressRoute, VPN Gateway, Azure Firewall, NSG and Azure Monitor.
• SolarWinds, Datadog, PagerDuty and enterprise monitoring platforms.
• Network Security, Cloud Connectivity, Monitoring and Operational Governance.

Leadership Expectations

• Provide technical direction and decision-making during critical outages.
• Guide SMEs and engineers on complex technical and operational challenges.
• Own customer relationships and service delivery outcomes.
• Drive accountability, teamwork, and operational excellence.
• Ensure compliance with customer contractual obligations and service commitments.

Preferred Certifications

• CCNP or CCIE Enterprise
• PCNSE
• AWS Solutions Architect
• Azure Administrator/Architect
• ITIL Foundation or higher
• PMP preferred