Manager - Cloud & Security Customer Service Operations

• Responsible for driving and monitoring a 24x7 customer facing team providing L1, L2 and L3 technical support in Cloud and security domain with the objective of providing timely resolution to technical issues faced by customer and ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.

Location: Chennai
Experience: 1215+ Years
Department: Network Infrastructure / IP Tower
Employment Type: Full Time

Role Overview

We are looking for an experienced and technically strong Senior Manager IP Network Engineering & Operations to lead our IP Tower and drive enterprise network transformation initiatives across the organization. The ideal candidate will possess deep expertise in Routing, Switching, and Network Security technologies along with strong leadership, stakeholder management, and solutioning capabilities.

This role requires ownership of enterprise IP infrastructure, technical governance, operational excellence, architectural reviews, customer solutioning, and support for strategic RFP initiatives.

Key Responsibilities

IP Tower Leadership

• Lead and manage enterprise IP Network Operations and Engineering functions.
• Own end-to-end lifecycle management of enterprise network infrastructure.
• Drive operational stability, governance, compliance, and service improvements.
• Manage escalations, critical incidents, and problem management activities.
• Lead technical teams and mentor L2/L3 engineers across network domains.

Network Engineering & Architecture

• Design, implement, and optimize enterprise-grade Routing & Switching infrastructure.
• Manage large-scale deployments involving:

• Cisco Catalyst Switches
• Cisco Nexus Switches
• Cisco ASR Routers
• Huawei Routers
• Nokia Routers

• Lead network modernization and transformation initiatives.
• Ensure high availability, scalability, redundancy, and performance optimization.

Security & Governance

• Collaborate with security teams to ensure secure network architecture and policy adherence.
• Support implementation of network security controls and segmentation strategies.
• Participate in audit, compliance, and risk remediation activities.

RFP & Solutioning Support

• Provide technical support for organization-wide RFPs, solution design, and customer proposals.
• Review technical BOMs, HLDs, LLDs, and architecture documents.
• Work closely with pre-sales, delivery, and customer stakeholders.

Vendor & Stakeholder Management

• Coordinate with OEMs, service providers, and cross-functional teams.
• Engage with senior leadership for strategic planning and reporting.
• Drive vendor governance and technical review discussions.

Required Skills & Experience

Technical Skills

• Strong expertise in:
• Routing Protocols BGP, OSPF, EIGRP, MPLS
• Switching Technologies VLANs, STP, VPC, VXLAN
• Network Security fundamentals
• Data Center Networking
• WAN & Enterprise Networking
• Hands-on experience: Cisco Catalyst & Nexus, Cisco ASR, Huawei & Nokia Routers.
• Good understanding of High Availability and Redundancy designs.
• Experience in troubleshooting complex enterprise network environments.

Leadership Skills

• Experience managing network operations/engineering teams.
• Strong stakeholder management and communication skills.
• Ability to drive technical governance and operational excellence.

Preferred Skills

• Exposure to SDN, Automation, or Network Orchestration.
• Experience in enterprise transformation programs.
• ITIL/process governance exposure is an advantage.

Educational Qualification

• Bachelors Degree in Engineering / Computer Science / Information Technology or equivalent.

Preferred Certifications

• Cisco CCNP / CCIE
• Huawei HCIP / HCIE
• Nokia NRS Certifications
• ITIL Certification preferred