Sr Technical Lead (Support & Operations) (163268)

Job Summary

Summary

Key Responsibilities

• Provide Level 2 support for enterprise network and security operations across LAN, WAN, WLAN, Data Center, Cloud, and Security environments.
• Act as the escalation point for incidents and service requests unresolved by Level 1 teams.
• Troubleshoot network connectivity, routing, switching, and security-related issues and coordinate escalation to Level 3 when required.
• Monitor network and security infrastructure to ensure service availability, reliability, and performance.
• Support Cisco ACI fabric operations, including health monitoring, fault analysis, EPG validation, and routine operational activities.
• Manage and troubleshoot routing and switching technologies including VLANs, VRFs, OSPF, BGP, and QoS under defined operational procedures.
• Support WAN, Internet, MPLS, SD-WAN, VPN, and hybrid connectivity services.
• Administer and troubleshoot firewall, proxy, VPN, NAC, and secure access solutions, including policy implementation and security incident response.
• Support F5 Load Balancer administration including VIP management, pool monitoring, SSL certificate renewal, and HA validation.
• Manage DDI services including DNS, DHCP, and IPAM administration.
• Support AWS networking components including VPCs, Route Tables, VPNs, Security Groups, NACLs, Transit Gateway, and Direct Connect.
• Participate in incident management, problem management, and Root Cause Analysis activities.
• Implement approved network and security changes, standard configurations, upgrades, and maintenance activities.
• Coordinate with OEMs, TAC teams, ISPs, and service providers for issue resolution.
• Perform configuration reviews, compliance validation, audit support, and remediation tasks.
• Maintain and enhance operational documentation, knowledge articles, and standard operating procedures.
• Support automation, monitoring, observability, and self-healing initiatives.
• Provide technical guidance to Level 1 engineers and assist in knowledge transfer activities.
• Participate in on-call rotation and major incident support as required.
• Ensure adherence to ITIL processes, regulatory requirements, security policies, and operational standards.

Technical Skills

• Enterprise Routing & Switching: Strong knowledge of Cisco Nexus, Cisco Catalyst, Routing & Switching, VLANs, VRFs, BGP, OSPF, QoS, and network segmentation.
• Data Center Networking: Experience supporting Cisco ACI fabric environments, including fabric health monitoring, EPG validation, fault analysis, leaf switch troubleshooting, and operational support.
• Network Security Platforms: Hands-on experience with Palo Alto, Check Point, Cisco FTD/ASA, Fortinet, and Azure Firewall technologies including policy administration and troubleshooting.
• Secure Access & Identity Services: Knowledge of Cisco ISE, VPN technologies, NAC solutions, secure remote access, MFA integrations, and policy-based access controls.
• Web Security & SSE Technologies: Experience supporting Zscaler (ZIA/ZPA), Bluecoat Proxy, Secure Web Gateway (SWG), and enterprise internet security solutions.
• WAN & Connectivity Solutions: Support and troubleshooting of WAN, MPLS, SD-WAN, Internet, VPN, and hybrid connectivity environments.
• Application Delivery & Load Balancing: Working knowledge of F5 BIG-IP LTM, GTM, SSL certificate management, VIP and pool administration, high availability, and failover validation.
• DDI Services: Experience managing Infoblox/BloxOne platforms, DNS, DHCP, and IP Address Management (IPAM).
• Cloud Networking: Hands-on support for AWS networking services including VPCs, Route Tables, Transit Gateway, Direct Connect, VPNs, Security Groups, and NACLs.
• Network Monitoring & Observability: Experience with Datadog, Grafana, BMC Helix, and enterprise monitoring platforms for proactive fault detection, alert management, and performance monitoring.
• Automation & Infrastructure Operations: Knowledge of Ansible Automation Platform, network automation concepts, configuration management, scripting fundamentals, and self-healing workflows.
• ITSM, Compliance & Governance: Understanding of ITIL processes including Incident, Problem, Change, and Release Management, along with audit, compliance, governance, and risk management requirements.

Soft Skills

• Strong troubleshooting and analytical skills.
• Ability to diagnose and resolve complex operational issues.
• Effective verbal and written communication skills.
• Strong customer and stakeholder management capabilities.
• Ability to perform under pressure in production environments.
• Good collaboration and teamwork skills.
• Vendor and OEM coordination experience.
• Strong documentation and knowledge management discipline.
• Continuous learning mindset and willingness to adopt new technologies.
• Attention to detail and commitment to operational excellence.
• Proactive approach to service improvement and automation opportunities.
• Ability to prioritize tasks and manage multiple operational activities.

Experience & Qualifications

• 6–8 years of experience in Network and Network Security Operations.
• Experience supporting enterprise environments across Data Center, Campus, WAN, Cloud, and Security domains.
• Hands-on experience in troubleshooting and supporting firewalls, routing, switching, VPNs, load balancers, DDI platforms, and cloud networking.
• Experience working in 24x7 managed services or enterprise operational environments.
• Exposure to large-scale production environments with defined SLAs and ITIL-based operational processes.

Preferred Certifications