Network Engineer- Customer Support L3

Position: Lead - Customer Support (L3 Technical Network Support)Location: Pune, IndiaEmployment Type: Full-timeExperience Required: 7-10 years (3-5 years in a leadership or senior technical role)Compensation: As per industry standards Key ResponsibilitiesTeam Leadership & Mentoring Lead and mentor L1 and L2 network engineers in the NOC.Develop and deliver training programs to enhance team skills.Conduct performance evaluations and provide regular feedback.Advanced Network SupportResolve high-level network issues involving routing, switching, firewalls, and VPNs.Analyze and address network performance and reliability challenges.Manage network infrastructure efficiently, covering both hardware and software components.Incident & Problem Management Serve as the escalation point for critical incidents and outages.Conduct root cause analysis and implement long-term solutions.Collaborate with cross-functional teams to resolve comprehensive issues.Escalation ManagementDevelop procedures for handling critical network escalations.Coordinate with senior management and stakeholders for unresolved issues.Monitor and document lessons learned from escalations for process improvements.NOC Operations ManagementEnsure efficient day-to-day NOC operations, maintaining high service availability.Manage operational procedures for effective monitoring and incident response.Adhere to SLAs and operational standards.Network Design & Optimization Assist in network architecture planning and infrastructure upgrades.Evaluate and recommend performance, security, and scalability improvements.Conduct capacity planning and performance tuning.Documentation & Reporting Maintain accurate documentation of network configurations and troubleshooting steps.Prepare detailed reports on network performance, escalations, and resolutions.Ensure compliance with internal and external documentation standards.Customer & Stakeholder Communication Communicate network issues, escalations, and resolutions effectively.Provide technical support to customers and collaborate with other departments.Manage relationships with vendors and service providers.QualificationsEducational Background:Bachelors degree in Computer Science, Information Technology, or a related field.Experience:7-10 years in network support, with 3-5 years in a leadership or senior technical role within a NOC environment.Technical Skillsets:Extensive knowledge of networking technologies (TCP/IP, BGP, OSPF, MPLS, VPNs).Strong expertise in network security concepts (firewalls, IPSec, SSL/TLS).Proficiency in network devices from vendors like Cisco, Juniper, Fortinet.Experience with network design, optimization, and monitoring tools.Soft Skills:Excellent leadership, problem-solving, and communication skills.Ability to manage multiple priorities under pressure.Certifications (Preferred):CCNA, CCNP, CCIE, or equivalent certifications.BenefitsCompensation & Health: Competitive salary and performance-based incentives.Comprehensive health insurance and other employee benefits.Professional Growth:Opportunities for career advancement and professional development.Collaborative and dynamic work environment. .