Track Lead (Support & Operations)

Job Summary

The Network L3 SME is responsible for delivering advanced technical support, expert-level troubleshooting, and operational leadership across complex enterprise network environments. The role serves as the senior escalation point for critical network incidents, drives root cause analysis for recurring issues, supports operational and project-led changes, and ensures stable, secure, and high-performing network services across LAN, WAN, data center, cloud, SD-WAN, security, and application connectivity domains. \\r\\n\\r\\nOwn and resolve complex Level 3 network incidents across routing, switching, WAN, LAN, SD-WAN, cloud networking, firewall, security, load balancing, and data center network domains. \\r\\n\\r\\nAct as the technical escalation point for Level 2 teams, providing expert guidance, troubleshooting direction, validation, and resolution ownership. \\r\\n\\r\\nSupport configuration, troubleshooting, and operational management of enterprise network hardware, software, security controls, and connectivity services. \\r\\n\\r\\nCoordinate with onsite teams, third-party vendors, hardware maintenance providers, and customer stakeholders for physical network issues, installations, break-fix activities, and service restoration. \\r\\n\\r\\nDrive timely incident resolution within SLA commitments while maintaining high-quality troubleshooting notes, resolution documentation, and service improvement recommendations. 

Key Responsibilities

Support implementation of network filtering, access controls, routing policies, firewall rules, SD-WAN configurations, cloud connectivity, and security service integrations. \\r\\n\\r\\nKey Responsibilities \\r\\n\\r\\nLead investigation and resolution of chronic, recurring, and business-impacting network issues through structured troubleshooting and root cause analysis. \\r\\n\\r\\nManage complex incidents across routing, switching, WAN, MPLS, SD-WAN, cloud networking, firewalls, proxy/security services, application delivery, and data center network environments. \\r\\n\\r\\nRepresent the network tower in incident, problem, and change management forums, providing clear technical updates, risk assessment, impact analysis, and recommended actions. \\r\\n\\r\\nReview, validate, and implement operational changes while ensuring adherence to change governance, risk mitigation, testing, and rollback planning. \\r\\n\\r\\nPartner with client stakeholders, offshore teams, onsite support, vendors, and project teams to ensure stable network operations and smooth project transition into BAU support. \\r\\n\\r\\nProvide technical mentoring, knowledge transfer, and training to improve Level 1 and Level 2 capability and reduce recurring escalations. \\r\\n\\r\\nAnalyze monitoring tool outputs, identify service risks, recommend improvements, and support proactive actions to reduce downtime and improve network availability.

Skill Requirements

Required Qualifications and Experience \\r\\n\\r\\nCore Requirements \\r\\n\\r\\nMinimum of 8–10 years of hands-on experience in enterprise network operations, implementation, troubleshooting, and managed services support. \\r\\n\\r\\nStrong expertise in routing, switching, WAN, SD-WAN, network security, cloud connectivity, application delivery, and data center networking. \\r\\n\\r\\nCCNP or equivalent certification is preferred; strong practical knowledge of enterprise networking technologies is mandatory. \\r\\n\\r\\nProven ability to diagnose and resolve complex network incidents within defined SLA timelines, with strong focus on service restoration, permanent fix identification, and operational stability. \\r\\n\\r\\nExperience working directly with customer stakeholders to understand requirements, assess operational impact, communicate technical findings, and coordinate delivery with offshore and cross-functional teams. \\r\\n\\r\\nExcellent communication, documentation, presentation, and stakeholder management skills, including the ability to present technical recommendations and service improvement opportunities to senior leadership audiences. \\r\\n\\r\\nDemonstrated ownership, accountability, and leadership in a 24x7 managed services or mission-critical network operations environment. \\r\\n\\r\\nTechnical Skills \\r\\n\\r\\nRouting and Switching: Expert-level troubleshooting and configuration of routing loops, asymmetric routing, STP loops, EIGRP, OSPF, BGP, VLAN, VTP, STP, EtherChannel, TCP/IP, and Class of Service configurations. \\r\\n\\r\\nWAN, MPLS, SD-WAN, and QoS: Advanced troubleshooting and support for WAN technologies including MPLS, MPLS/VPN, MP-BGP, Quality of Service policies, and Juniper SD-WAN environments. \\r\\n\\r\\nSecurity, Firewall, and Secure Access Services: Strong hands-on expertise in Zscaler services, Fortinet firewalls, Barracuda firewalls, IPSec VPN, AAA architecture, TACACS+, RADIUS, access control lists, and related network security controls. \\r\\n\\r\\nCloud Networking: Experience supporting Azure cloud networking services, cloud connectivity, hybrid network integration, and secure enterprise access patterns. \\r\\n\\r\\nApplication and Protocol Support: Troubleshooting of enterprise application connectivity and protocol-level issues across HTTP, HTTPS, FTP, SMTP, SNMP, SSL, SAP, Citrix, and call center application environments. \\r\\n\\r\\nData Center Networking: Support for enterprise data center network architecture, including Cisco Catalyst and Nexus switching platforms and integration with server and storage environments. \\r\\n\\r\\nCisco Technologies: Configuration and troubleshooting of Cisco Catalyst 6500 and other Catalyst series switches, Cisco Nexus 7K/5K/2K switches, Cisco 3800/3900/7600 routers, and Cisco IOS software. \\r\\n\\r\\nOptimization and Load Balancing: Troubleshooting and operational support for Cisco WAAS, Riverbed, F5 BIG-IP LTM/GTM, and Cisco ACE/GSS application load balancing technologies. \\r\\n\\r\\nMonitoring and Analysis: Ability to analyze monitoring outputs, identify performance issues such as high CPU utilization on core devices, and provide actionable recommendations for remediation and service improvement. \\r\\n\\r\\nKey Competencies \\r\\n\\r\\nStrong customer focus and service ownership mindset. \\r\\n\\r\\nExcellent analytical, troubleshooting, and problem-solving skills. \\r\\n\\r\\nAbility to work effectively with distributed teams, vendors, and customer stakeholders. \\r\\n\\r\\nStrong documentation discipline and commitment to operational quality. \\r\\n\\r\\nAbility to mentor junior engineers and improve overall team capability. \\r\\n\\r\\nReadiness to support critical incidents and 24x7 operational requirements as needed. 

Other Requirements

NA