Technical Manager - Network Operations

AWS networking (VPCs, Transit Gateway)

On-prem ↔ cloud connectivity

Manage F5 load balancers (LTM, GTM concepts)

Application delivery optimization

Develop automations for Incident response, Network validation & Configuration management

Enhance Monitoring (alerts, thresholds, dashboards), Observability (log/trace correlation)

Drive MTTR reduction and predictive operations

Act as technical escalation point for vendors : ISPs / circuits Voice providers OEMs (Cisco, F5, etc.)

ISPs / circuits

Voice providers

OEMs (Cisco, F5, etc.)

Manage and maintain ISP connectivity including primary and secondary Tata circuits and coordinate with telecom providers for escalations and service restoration.

Work closely with firewall/security teams on major incidents, network changes, and security remediation activities.

Support and coordinate network-related activities across both on-premises and cloud environments.

Provide oversight for Hyderabad Voice Operations team activities; no deep hands-on voice administration required but expected to coordinate and drive operational accountability.

Coordinate with Home Office teams on global initiatives, network standards, implementation plans, and operational improvements.

Participate in major incident management calls and drive network-related troubleshooting and resolution activities.

Review and maintain network documentation, topology diagrams, SOPs, runbooks, and operational knowledge base articles.

Drive continuous improvement initiatives to improve MTTR and reduce recurring incidents.

Ensure monitoring, alerting, and operational processes are aligned with enterprise standards.

Required Qualifications

Strong networking fundamentals across enterprise environments:

Deep expertise in TCP/IP, VLANs, DNS/DHCP, routing and switching.

BGP and OSPF (design, troubleshooting) knowledge.

Structured troubleshooting including packet capture analysis.

Network flow diagnostics

Understanding of load balancers (F5 preferred).

Experience managing enterprise office network infrastructure and vendor coordination.

Experience handling network escalations, RCA discussions, and major incident management.

Working knowledge of cloud networking concepts and hybrid infrastructure environments.

Basic understanding of voice concepts including SIP/RTP, QoS, and call flows.

Experience with ServiceNow platform for incident/change/problem management.

Strong stakeholder management and communication skills with ability to work across global teams and time zones.

Experience creating and maintaining technical documentation, RCA reports, and operational runbooks.

Ability to lead small operational teams and coordinate cross-functional activities.

Preferred Qualifications

Experience with Cisco and Arista platforms including CVaS.

Exposure to enterprise firewall/security operations and coordination with security teams.

Experience managing ISP/vendor relationships and telecom escalations.

Experience with monitoring and network management tools.

Familiarity with Confluence, Lucid chart, and Visio.

Prior experience in enterprise contact center or voice operations environments.

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