Job
Description
We are seeking an experienced Level 3 Team Lead to oversee a high-performing L3 technical support team. The ideal candidate should have 10-12 years of hands-on networking expertise, including leadership experience in managing complex network environments. This role requires advanced technical proficiency in Fortinet firewalls, SD-WAN, UTM, DNS/DHCP, Wireless technologies, Access points, Routing, and Switching, along with strong team management and customer escalation resolution skills. Key Responsibilities Team Leadership & Management • Lead, mentor, and manage a team of L3 engineers to ensure timely resolution of critical network incidents and service requests. • Assign tasks, set priorities, and ensure timely resolution of technical issues. • Oversee shift rotations, workload distribution, and escalations to maintain 24/7 operational readiness. Technical Expertise • Provide L3 level support for Networking issues related to Routing, switching, Firewalls, SDWAN, UTM, and Wi-Fi Systems. • Handle critical network incidents and escalations, ensuring timely resolution. • Perform network performance monitoring, troubleshooting, and optimization. • Manage routing & switching operations, ensuring seamless network connectivity . • Manage high-priority customer tickets, ensuring adherence to SLAs and minimal downtime. • Collaborate with cross-functional teams (L1/L2, vendors, customers) for root cause analysis (RCA) and permanent fixes. • Maintain detailed records of network configurations, changes, and service request resolutions. Academic Qualifications: Required Desired Bachelors degree in IT, Computer Science, or related field (or equivalent experience) with Certifications: Fortinet NSE 4/7, CCNP, SD-WAN certifications, or equivalent preferred.
