Digital Network & Security - Associate SME (NS3)

Education Qualification : Engineer - B.E / B.Tech / MCA Skills : Primary -> Technology | Nexus Switch Expert - Level 3 Support | 3 - Experienced Primary -> Technology | Cisco R and S Network Expert - Level 3 Support | 3 - Experienced Secondary -> Technology | ASA Firewall Administrator - Level 2 Support | 2 - Knowledgeable Secondary -> Technology | Cisco WLAN Administrator - Level 2 Support | 2 - Knowledgeable Tertiary -> Technology | Versa SDWAN Administrator - Level 2 Support | 2 - Knowledgeable Tertiary -> Technology | F5 NLB Administrator - Level 2 Support | 2 - Knowledgeable Tertiary -> Technology | Meraki WLAN Administrator - Level 2 Support | 2 - Knowledgeable Certification : Technology | Administrative Level Certification - F5 Certified Technical Specilist / CCNP Security / CCNP Wirless / RCPE Professional-Level Certification in WAN Optimization / ZIA Prof / ZPA Prof / ACCP / CCNP Service Provider Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3.Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) - Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined) - Ensure tickets are closed post user/customer communication - Maintain inventory of Network equipments and links - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process 5. Supervises junior employees, ensures delivery quality and standards adherence, and supports onboarding, training, and stakeholder coordination. 6. Provides second-level support, reviews junior employees work, and offers day-to-day guidance to improve quality and first-time resolution. Education Qualification : Engineer - B.E / B.Tech / MCA Skills : Primary -> Technology | Nexus Switch Expert - Level 3 Support | 3 - Experienced Primary -> Technology | Cisco R and S Network Expert - Level 3 Support | 3 - Experienced Secondary -> Technology | ASA Firewall Administrator - Level 2 Support | 2 - Knowledgeable Secondary -> Technology | Cisco WLAN Administrator - Level 2 Support | 2 - Knowledgeable Tertiary -> Technology | Versa SDWAN Administrator - Level 2 Support | 2 - Knowledgeable Tertiary -> Technology | F5 NLB Administrator - Level 2 Support | 2 - Knowledgeable Tertiary -> Technology | Meraki WLAN Administrator - Level 2 Support | 2 - Knowledgeable Certification : Technology | Administrative Level Certification - F5 Certified Technical Specilist / CCNP Security / CCNP Wirless / RCPE Professional-Level Certification in WAN Optimization / ZIA Prof / ZPA Prof / ACCP / CCNP Service Provider Delivery Skills: 1. Technology Management: Responsible for overall network technology management for the business. Responsible for planning and execution of new technology roll outs, scope expansion and readiness of team from technology standpoint. Manage SOPs, Knowledge documents, KB articles. Implement technical methodology improvement from past failures and learnings. 2. Restoration and Resolution: Identify the network issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome. 3.Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 Network SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party network vendor technicians. 4. Process Compliance: - Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented etc. and update the tickets regularly as per the defined process - Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report) - Followthrough and execute the various Escalation Matrix (Vendor, Internal and Customer defined) - Ensure tickets are closed post user/customer communication - Maintain inventory of Network equipments and links - Constantly track tickets for SLA adherence and escalate on deviations as defined in the process 5. Supervises junior employees, ensures delivery quality and standards adherence, and supports onboarding, training, and stakeholder coordination. 6. Provides second-level support, reviews junior employees work, and offers day-to-day guidance to improve quality and first-time resolution. IND-KA-Bengaluru-Ecospace1B-ML 19-May-2026 Education Qualification : Engineer - B.E / B.Tech / MCA Skills : Primary -> Technology | Nexus Switch Expert - Level 3 Support | 3 - Experienced Primary -> Technology | Cisco R and S Network Expert - Level 3 Support | 3 - Experienced Secondary -> Technology | ASA Firewall Administrator - Level 2 Sup... Education Qualification : Engineer - B.E / B.Tech / MCA Skills : Primary -> Technology | Nexus Switch Expert - Level 3... Education Qualification : Engineer - B.E / B.Tech / MCA Skills : Primary -> Technology | Nexus Switch Expert - Level 3 Support | 3 - Experienced Prima... Primary -> Technology | Nexus Switch Expert - Level 3 Support | 3 - Experienced,Primary -> Technology | Cisco R and S Network Expert - Level 3 Support | 3 - Experienced,Secondary -> Technology | ASA Firewall Administrator - Level 2 Support | 2 - Knowledgeable,Secondary -> Technology | Cisco WLAN Administrator - Level 2 Support | 2 - Knowledgeable,Tertiary -> Technology | Versa SDWAN Administrator - Level 2 Support | 2 - Knowledgeable,Tertiary -> Technology | F5 NLB Administrator - Level 2 Support | 2 - Knowledgeable,Tertiary -> Technology | Meraki WLAN Administrator - Level 2 Support | 2 - Knowledgeable