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Major Incident Manager

2 weeks ago

Bengaluru, Karnataka, India Power Bridge Full time US$ 90,000 - US$ 1,20,000 per year

Role Overview:

The Major Incident Manager (L3) – Networking will be responsible for leading the management and resolution of major network-related incidents across the enterprise environment. This role demands deep technical expertise in networking, the ability to manage high-pressure situations, and strong communication to engage with technical teams, vendors, and business stakeholders during critical outages.

Key Responsibilities:

  • Lead end-to-end coordination of all
    network-related P1 and P2 incidents
    , ensuring swift restoration of services.
  • Act as the single point of contact for network major incidents, providing real-time updates to internal leadership and business units.
  • Collaborate with L2/L3 network engineers, ISPs, OEMs (Cisco, Juniper, Fortinet, etc.), and third-party vendors to drive resolution.
  • Ensure network topology, configuration changes, and routing protocols (OSPF, BGP, etc.) are reviewed when applicable to incident cause.
  • Manage and document incident timelines, business impact analysis, and technical resolution details.
  • Ensure proactive escalation and invoke crisis protocols when necessary.
  • Conduct Post-Incident Reviews (PIR) to identify RCA and preventive measures.
  • Identify recurring issues and work with problem management to implement permanent fixes.
  • Work closely with the NOC (Network Operations Center) and change management teams for readiness and rollback planning.

Technical Skills & Competencies:

  • Deep expertise in
    network protocols
    ,
    LAN/WAN
    ,
    VPN
    ,
    SD-WAN
    ,
    firewalls
    ,
    switching and routing
    .
  • Strong experience in managing incidents involving Cisco, Aruba, Fortinet, Juniper, or equivalent technologies.
  • Experience in diagnosing
    network congestion
    ,
    latency
    ,
    packet drops
    , and
    link failures
    .
  • Hands-on experience or working knowledge of tools such as
    SolarWinds
    ,
    Wireshark
    ,
    NetFlow
    ,
    Cisco DNA
    ,
    Aruba Central
    , etc.
  • Familiarity with ITSM tools like
    ServiceNow
    ,
    BMC Remedy
    , or
    ManageEngine
    .
  • Exposure to
    cloud networking (AWS/Azure/GCP)
    is a plus.

Certifications (Preferred):

  • CCNP / CCIE
    (Routing & Switching or Enterprise Infrastructure)
  • ITIL v4 Foundation / Intermediate
  • JNCIP / Fortinet NSE Level certifications
    (as per infra)