Job Title: Network Operations Engineer – Managed Services Location: India (Remote/Hybrid) Shift: 8x5 IST (Monday–Friday) with rotating 24x7 on-call support Department: Managed Services – Network Operations Reporting To: Network Operations Manager / Director of Service Delivery About XenTegra XenTegra is a global, Canadian-owned digital transformation and value-added reseller focused on enabling secure, productive end-user computing experiences. We help clients deliver digital workspaces that empower users to work securely—anytime, from anywhere, on any device or network. In addition to projects and consulting, we offer fully managed services and ongoing product support for enterprise clients. Role Overview As part of the Service Delivery – Network Operations Team , the Network Operations Engineer plays a key role in supporting XenTegra’s global customer base. This includes monitoring, troubleshooting, and administering complex enterprise networks, with a primary focus on FortiNet and Cisco technologies , routing, switching, firewalls, SD-WAN, and VPNs. You will act as a subject matter expert (SME) for all network-related escalations and collaborate with internal Tier 1 and Tier 2 teams, engineering, and customer stakeholders to ensure timely resolution of issues within SLA. Key Responsibilities Serve as SME for FortiNET and Cisco technologies (routing, switching, firewalling) Handle escalations from Tier 1 and Tier 2 network support teams Manage and support internal and customer-facing network infrastructures, including bandwidth interconnectivity for hosted environments Lead or support infrastructure upgrade and implementation projects Collaborate with Engineering and Architecture teams on operational support for service offerings Administer cases using ITIL best practices via ServiceNow ; ensure compliance with SLA targets Document network standards and operational procedures with regular peer reviews Participate in regular 8x5 shift coverage and be part of a rotating 24x7 on-call schedule Support and enforce corporate information security policies and industry best practices Required Qualifications Bachelor’s degree (or equivalent) in Computer Networking, Electronics & Communication, or a related field 5+ years of experience in IT service delivery, preferably supporting external enterprise clients Professional certifications in Fortinet (e.g., NSE4/5) or Cisco (e.g., CCNA/CCNP) ITIL v4 certified Excellent English communication skills (written and verbal) Deep experience with routing, switching, SD-WAN , and IPSec VPN Skilled in network traffic analysis using standard tools (e.g., Wireshark, tcpdump) Preferred Skills Strong customer service orientation Experience supporting mixed Fortinet and Cisco environments Familiarity with security concepts and firewall policy administration Ability to adapt to changing priorities and manage time effectively Experience with documentation tools and peer review practices Why Join XenTegra? Work with a globally recognized leader in end-user computing Be part of a technically strong, collaborative, and service-driven team Opportunities to work on enterprise-grade environments and global projects Career development and certification sponsorship