Location Name: Pune Corporate Office - Mantri
Job Purpose
We are seeking a proactive Network & Security Engineer with strong expertise in enterprise networking, security, and cloud-based AI workloads. The role requires hands-on experience with Contact Center environments, Azure Networking, SD-WAN, Firewalls, and AI-driven services such as STT/TTS. The candidate will play a key role in building and supporting a 24x7 resilient support structure, collaborating closely with internal and partner teams while ensuring compliance and operational excellence.
Duties And Responsibilities
A- Minimum required Accountabilities for this role –
These are mandatory expectations for anyone performing this role successfully.
Network & Security Operations
- Operate, monitor, and support enterprise network and security infrastructure across on-prem and Azure environments.
- Manage Azure Networking components (VNETs, Subnets, NSGs, VPNs, Load Balancers).
- Support and troubleshoot Firewall platforms and SD-WAN solutions.
- Ensure stable and secure connectivity for Contact Center environments, including voice and data traffic.
Monitoring & Incident Management
- Monitor network, security, and application performance using established monitoring mechanisms.
- Respond to alerts and incidents in a 24x7 support environment, following defined SLAs.
- Perform initial troubleshooting, escalation, and resolution coordination with partner teams.
AI Workload Support
- Support network and security aspects of STT (Speech-to-Text) and TTS (Text-to-Speech) services.
- Ensure availability, performance, and secure connectivity for AI-based Contact Center workloads.
Compliance & Security
- Follow defined security policies, compliance standards, and audit requirements.
- Maintain access controls, logging, and security configurations as per organizational guidelines.
Documentation & Collaboration
- Maintain accurate documentation for configurations, SOPs, and incidents.
- Collaborate with internal teams and partner/vendor teams for issue resolution and routine operations.
B- Additional Accountabilities Pertaining To The Role –
These represent advanced expectations for a highly effective or growth-oriented resource in this role.
Architecture & Optimization
- Design and optimize Azure Network architecture, including ExpressRoute for high availability and performance.
- Lead network and security design decisions for Contact Center and AI-enabled platforms.
- Proactively identify performance bottlenecks and implement long-term improvements.
AIOps & Automation
- Implement and enhance AIOps capabilities for predictive monitoring, anomaly detection, and root cause analysis.
- Develop and maintain scripts and network automation (Python, PowerShell, etc.) to reduce manual operations.
- Drive operational efficiency through automation of monitoring, reporting, and incident response.
24x7 Support Model & Leadership
- Build, improve, and govern a robust 24x7 support structure, including shift models and escalation frameworks.
- Act as a technical escalation point for complex network, security, and AI-related issues.
- Coordinate deeply with partner teams to ensure seamless service continuity.
Security & Compliance Leadership
- Proactively assess and improve security posture and compliance readiness.
- Support audits, risk assessments, and remediation activities.
- Recommend and implement security best practices and tooling enhancements.|Continuous Improvement & Innovation
- Evaluate new technologies related to Azure AI, networking, and security.
- Drive continuous service improvement initiatives and knowledge sharing across teams.
- Mentor junior engineers and contribute to capability building within the team.
Required Qualifications And Experience
- Qualifications
- Post Graduates with relevant sales experience of 5-8 years (also graduates with experience of 8-10 years may apply)
- Work Experience
- Azure certifications (AZ-700, AZ-104, Security-related certifications).
- Experience integrating AI services within Contact Center platforms.
- Exposure to DevOps / NetDevOps practices.
- ITIL-based service management experience.
- Strong communication and stakeholder management skills.
- Ability to work in a 24x7 support environment.
- Experience working with partner and vendor teams.
- Proactive, detail-oriented, and solution-driven mindset.
