Lead -Customer Support

1 month ago

Delhi, India Nexapp Technologies Private Limited Full time
Job DescriptionJob Summary:We are seeking a highly skilled and experienced Network Engineer Lead to join our team. As a key member of our technical department, you will be responsible for handling all escalated network issues, leading a team of network engineers, and ensuring exceptional customer satisfaction. Thisrole requires a deep understanding of network technologies, strong leadership abilities, and the ability to manage both technical and customer-facing responsibilities effectively.Key Responsibilities:Technical Leadership and Escalation Handling:

Serve as the highest level of technical escalation for complex network issues. Investigate and resolve critical network incidents and outages promptly.

Collaborate with cross-functional teams to troubleshoot and resolve issues efficiently. Provide expertise in designing and implementing advanced network solutions.

Team Management and Mentorship:

Lead and manage a team of network engineers, providing guidance and mentorship.

Set performance goals and conduct regular performance evaluations for team members. Foster a collaborative and productive work environment.

Develop training programs and resources to enhance the team's technical skills.

Customer Engagement:Act as a primary point of contact for high-profile customers and major incidents.

Establish strong relationships with customers, understanding their needs and expectations. Ensure exceptional customer satisfaction by delivering timely and effective solutions.

Provide technical guidance to customers on network-related matters.

Network Design and Optimization:

Participate in network design discussions and provide input on network architecture improvements. Analyze network performance and recommend enhancements for optimal operation.

Contribute to capacity planning and scalability strategies.

Network Security and Compliance:Implement and manage network security measures to protect against threats and vulnerabilities. Ensure compliance with industry standards and regulations.

Lead security incident response efforts and investigations when necessary.

Documentation and Reporting:

Maintain comprehensive documentation of network configurations, procedures, and best practices. Generate reports on network performance, incident trends, and improvements.

Present technical findings and recommendations to senior management and clients.

Vendor Management:Collaborate with vendors and service providers to resolve issues and optimize network services. Evaluate and negotiate contracts, service level agreements, and procurement of hardware/software.

Requirements● Bachelor's degree in related field (Master's degree preferred).● Extensive experience in network engineering and network management roles.● Professional certifications such as Cisco CCIE, Juniper JNCIE, or equivalent.● Strong knowledge of network protocols, including TCP/IP, BGP, OSPF, MPLS, and VLANs.● Hands-on experience with a variety of network hardware and software.● Exceptional problem-solving and troubleshooting skills.● Excellent communication and interpersonal skills.● Proven leadership and team management abilities.● Commitment to maintaining a high level of network security and compliance.● Ability to work under pressure and handle high-stress situations effectively.If you are a seasoned network engineer with a track record of successfully managing complexnetwork environments, leading teams, and delivering exceptional customer service, we invite you to apply. Join our team and play a pivotal role in ensuring the reliability and performance of our network infrastructure while providing top-notch support to our valued customers.About NexappNexapp Technologies is an India-based Company focused on SD-WAN, the Internet of Things (IoT), and the edge computing solutions for B2B, M2M, and IOT headquartered in Pune, India. Recognized as a great place to work, Nexapp has grown immensely and achieved great milestones through its inception.Founded in 2014, Nexapp started as an idea to provide Managed Services for network infrastructure to bridge the gap between core services and network domain for small to large enterprises.Emerged as an SD-WAN Solution Provider for B2B, M2M, IoT delivered Networks as a Service(NaaS) for connecting people, Places, and Things with a one-stop solution approach, Nexapp aims to create & accelerate digital transformation with future proof technology for SD-WAN, IoT, WAN EDGE, EDGE Computing, and remote workforce application access.RequirementsLeadership,

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