Technical Lead - Network Operations
Hands-on technical lead responsible for
advanced troubleshooting oversight, design , engineering
and strategic evolution with 12+ years of experience in enterprise network across on-prem, cloud, and contact center ecosystems. infrastructure lifecycle management, and country-specific compliance requirements. This role acts as the primary escalation point for Hyderabad office network operations while closely partnering with Home Office infrastructure and security teams.
Key Responsibilities
- Lead and oversee Hyderabad office network operations and support activities.
- Manage and mentor local network team members and provide technical guidance/escalation support.
Advanced Incident Resolution & Escalation Ownership
- Act as the primary escalation point for all network-related incidents, outages, and operational issues.
- Lead resolution of critical P1/P2 network incidents
- Provide deep-dive troubleshooting across:
- Network (routing, switching, load balancing)
- Cloud connectivity
- Voice/contact center flows
- Perform packet-level and call trace analysis
- Own final RCA and prevent recurrence through design/automation improvements
Network Performance & Upgrades
- Monitor enterprise network for connectivity issues, performance degradation, and service interruptions.
- Coordinate with appropriate internal teams and vendors for issue resolution.
- Ensure timely incident response, communication, RCA, and closure.
- Manage on-premises network infrastructure including:
- Switches, routers, wireless infrastructure, and hub room maintenance.
- Network hardware lifecycle activities include upgrades, refreshes, and replacements.
- Design and optimize:
- Contribute to design and optimization activities in collaboration with Home Office teams:
- Enterprise Networks (LAN/WAN, DC, Cloud) while aligning with global standards and architecture direction.
- Hybrid cloud connectivity (Azure/AWS, VPN//ExpressRoute/Direct Connect) with active participation in planning, implementation and optimization discussions.
Cloud Networking & Hybrid Connectivity
- AWS networking (VPCs, Transit Gateway)
- On-prem ↔ cloud connectivity
Load Balancing & Traffic Engineering
- Manage F5 load balancers (LTM, GTM concepts)
- Application delivery optimization
Automation & Observability
- Develop automations for Incident response, Network validation & Configuration management
- Enhance Monitoring (alerts, thresholds, dashboards), Observability (log/trace correlation)
- Drive MTTR reduction and predictive operations
Vendor & Platform Governance
Act as technical escalation point for vendors:- ISPs / circuits
- Voice providers
- OEMs (Cisco, F5, etc.)
- Manage and maintain ISP connectivity including primary and secondary Tata circuits and coordinate with telecom providers for escalations and service restoration.
- Work closely with firewall/security teams on major incidents, network changes, and security remediation activities.
- Support and coordinate network-related activities across both on-premises and cloud environments.
- Provide oversight for Hyderabad Voice Operations team activities; no deep hands-on voice administration required but expected to coordinate and drive operational accountability.
- Coordinate with Home Office teams on global initiatives, network standards, implementation plans, and operational improvements.
- Participate in major incident management calls and drive network-related troubleshooting and resolution activities.
- Review and maintain network documentation, topology diagrams, SOPs, runbooks, and operational knowledge base articles.
- Drive continuous improvement initiatives to improve MTTR and reduce recurring incidents.
- Ensure monitoring, alerting, and operational processes are aligned with enterprise standards.
Required Qualifications
- Strong networking fundamentals across enterprise environments:
- Deep expertise in TCP/IP, VLANs, DNS/DHCP, routing and switching.
- BGP and OSPF (design, troubleshooting) knowledge.
- Structured troubleshooting including packet capture analysis.
- Network flow diagnostics
- Understanding of load balancers (F5 preferred).
- Experience managing enterprise office network infrastructure and vendor coordination.
- Experience handling network escalations, RCA discussions, and major incident management.
- Working knowledge of cloud networking concepts and hybrid infrastructure environments.
- Basic understanding of voice concepts including SIP/RTP, QoS, and call flows.
- Experience with ServiceNow platform for incident/change/problem management.
- Strong stakeholder management and communication skills with ability to work across global teams and time zones.
- Experience creating and maintaining technical documentation, RCA reports, and operational runbooks.
- Ability to lead small operational teams and coordinate cross-functional activities.
Preferred Qualifications
- Experience with Cisco and Arista platforms including CVaS.
- Exposure to enterprise firewall/security operations and coordination with security teams.
- Experience managing ISP/vendor relationships and telecom escalations.
- Experience with monitoring and network management tools.
- Familiarity with Confluence, Lucid chart, and Visio.
- Prior experience in enterprise contact center or voice operations environments.
