Network Engineer- Customer Support L3

8 hours ago

Pune, Maharashtra, India Whitefield Careers Full time ₹ 20,00,000 - ₹ 25,00,000 per year
Position: Lead - Customer Support (L3 Technical Network Support) Location: Pune, India Employment Type: Full-time Experience Required: 7-10 years (3-5 years in a leadership or senior technical role) Compensation: As per industry standards
Key Responsibilities
  1. Team Leadership & Mentoring
  • Lead and mentor L1 and L2 network engineers in the NOC.
  • Develop and deliver training programs to enhance team skills.
  • Conduct performance evaluations and provide regular feedback.
  1. Advanced Network Support
  • Resolve high-level network issues involving routing, switching, firewalls, and VPNs.
  • Analyze and address network performance and reliability challenges.
  • Manage network infrastructure efficiently, covering both hardware and software components.
  1. Incident & Problem Management
  • Serve as the escalation point for critical incidents and outages.
  • Conduct root cause analysis and implement long-term solutions.
  • Collaborate with cross-functional teams to resolve comprehensive issues.
  1. Escalation Management
  • Develop procedures for handling critical network escalations.
  • Coordinate with senior management and stakeholders for unresolved issues.
  • Monitor and document lessons learned from escalations for process improvements.
  1. NOC Operations Management
  • Ensure efficient day-to-day NOC operations, maintaining high service availability.
  • Manage operational procedures for effective monitoring and incident response.
  • Adhere to SLAs and operational standards.
  1. Network Design & Optimization
  • Assist in network architecture planning and infrastructure upgrades.
  • Evaluate and recommend performance, security, and scalability improvements.
  • Conduct capacity planning and performance tuning.
  1. Documentation & Reporting
  • Maintain accurate documentation of network configurations and troubleshooting steps.
  • Prepare detailed reports on network performance, escalations, and resolutions.
  • Ensure compliance with internal and external documentation standards.
  1. Customer & Stakeholder Communication
  • Communicate network issues, escalations, and resolutions effectively.
  • Provide technical support to customers and collaborate with other departments.
  • Manage relationships with vendors and service providers.
Qualifications
  1. Educational Background:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  1. Experience:
  • 7-10 years in network support, with 3-5 years in a leadership or senior technical role within a NOC environment.
  1. Technical Skillsets:
  • Extensive knowledge of networking technologies (TCP/IP, BGP, OSPF, MPLS, VPNs).
  • Strong expertise in network security concepts (firewalls, IPSec, SSL/TLS).
  • Proficiency in network devices from vendors like Cisco, Juniper, Fortinet.
  • Experience with network design, optimization, and monitoring tools.
  1. Soft Skills:
  • Excellent leadership, problem-solving, and communication skills.
  • Ability to manage multiple priorities under pressure.
  1. Certifications (Preferred):
  • CCNA, CCNP, CCIE, or equivalent certifications.
Benefits
  1. Compensation & Health:
  • Competitive salary and performance-based incentives.
  • Comprehensive health insurance and other employee benefits.
  1. Professional Growth:
  • Opportunities for career advancement and professional development.
  • Collaborative and dynamic work environment.

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