Sr Engineer - Customer Service Operations

Job Title: Team Lead Branch Network Operations

Experience: 36 Years
Location: Pune
Department: Network Operations / IT Infrastructure

Role Overview

The Team Lead Branch Network Operations is responsible for managing and supporting network infrastructure across branch locations. This role ensures high availability, performance, and security of network systems while leading a small team of engineers/analysts. The ideal candidate combines strong technical expertise with leadership and coordination skills.

Key Responsibilities

Network Operations & Support

• Monitor and maintain branch network infrastructure (LAN/WAN, routers, switches, firewalls).
• Ensure uptime, performance, and reliability of network services across all branch locations.
• Troubleshoot and resolve network incidents, outages, and performance issues.
• Manage network configurations, upgrades, and patching activities.
• Coordinate with ISPs/vendors for link issues and escalations.

Team Leadership

• Lead, mentor, and manage a team of network engineers/field support staff.
• Allocate tasks, track performance, and ensure SLA adherence.
• Conduct regular team reviews, training, and skill development sessions.

Incident & Change Management

• Handle incident management, root cause analysis (RCA), and preventive measures.
• Manage change requests related to network configurations and infrastructure.
• Maintain documentation for incidents, changes, and resolutions.

Project & Deployment Support

• Support new branch rollouts, network setup, and migrations.
• Ensure standardization of network configurations across locations.
• Collaborate with cross-functional teams for infrastructure projects.

Compliance & Security

• Ensure network security practices are followed (firewall policies, VPNs, access control).
• Maintain compliance with organizational and regulatory standards.
• Participate in audits and ensure closure of audit findings.

Required Skills & Qualifications

Technical Skills

• Strong knowledge of networking concepts: TCP/IP, DNS, DHCP, VLANs, VPNs.
• Hands-on experience with routers, switches, and firewalls (e.g., Cisco, Fortinet, etc.).
• Experience in WAN technologies (MPLS, SD-WAN preferred).
• Familiarity with network monitoring tools (e.g., SolarWinds, PRTG, Nagios).
• Understanding of ITIL processes (Incident, Problem, Change Management).

Leadership & Soft Skills

• Proven experience in team handling or mentoring.
• Strong problem-solving and analytical skills.
• Excellent communication and stakeholder management abilities.
• Ability to work under pressure and manage multiple priorities.

Preferred Qualifications

• Certifications such as CCNA / CCNP or equivalent.
• Experience in multi-branch or retail/banking network environments.

Key Performance Indicators (KPIs)

• Network uptime and availability.
• Incident resolution time (MTTR).
• SLA compliance.
• Team productivity and performance.
• Successful delivery of network projects.

Reporting To: Network Operations Manager