Network Engineer- Customer Support (Pune)

Position: Lead - Customer Support (L3 Technical Network Support) Location: Pune, India Employment Type: Full time Experience Required: 7-10 years (3-5 years in a leadership or senior technical role) Compensation: As per industry standards Key Responsibilities - Team 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 Support - Resolve 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 Management - Develop 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 Management - Ensure 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 & Stakehold .