Sr Administrator (Support & Operations)

Job Summary

Result-oriented Level 2 Network Expert with 5–6 years of hands-on experience in enterprise network operations, incident management, troubleshooting, and administration across LAN, WAN, wireless, routing, switching, VPN, MPLS, and network security environments. Skilled in diagnosing complex network issues, supporting service restoration, coordinating with Level 3 teams, vendors, and service providers, and ensuring SLA-driven delivery in 24x7 operations. Strong understanding of ITIL processes, network monitoring, documentation, change support, and continuous service improvement. TECHNICAL SKILLS Networking: LAN, WAN, MAN, MPLS, VPN, GRE/IPSec, OOB Connectivity, VRF, VPRN, VPLS, VLL Routing & Switching: OSPF, EIGRP, BGP, RIP, Static Routing, VLAN, Trunking, STP, EtherChannel, NAT, PAT, QoS Platforms: Cisco Catalyst Switches, Cisco Nexus Switches, Cisco ISR Routers, Cisco Wireless LAN Controllers, Access Points Data Center: Cisco Nexus, vPC, VDC, Data Center Switching Concepts Network Security: Cisco ASA, Check Point, IDS/IPS, AAA, TACACS, Access Control, Secure Device Administration Monitoring Tools: SolarWinds, HPOV, NNM, Ticketing and ITSM Tools Protocols & Services: TCP/IP, OSI Model, DNS, DHCP, IP Addressing, Subnetting, Route Filtering, Prefix Lists, Distribute Lists Have good experience of PRTG tool, Servicenow/ Matrix42, Mist SDWAN, Cisco DNAC, Cisco ISE. CORE COMPETENCIES Level 2 Network Operations and Technical Escalation Support Incident, Problem, Change, and Request Management Network Monitoring, Alert Handling, and SLA-Based Service Restoration Router, Switch, Firewall, Wireless, VPN, and WAN Troubleshooting Vendor, ISP, Field Team, and Level 3 Coordination Technical Documentation, Knowledge Base Articles, and Runbook Management 24x7 Operations, Rotational Shift Support, and Planned Maintenance Support PROFESSIONAL EXPERIENCE Level 2 Network Expert / Network Engineer | Enterprise Network Operations Provided Level 2 technical support for enterprise network infrastructure across LAN, WAN, wireless, routing, switching, MPLS, VPN, and network security environments. 

Key Responsibilities

Troubleshot and resolved incidents related to routers, switches, firewalls, wireless access points, VPN tunnels, WAN links, routing protocols, VLANs, trunks, network performance, latency, packet loss, and link failures. Acted as an escalation point for Level 1 support teams and ensured timely resolution of incidents and service requests in line with defined SLAs and operational processes. Analyzed node-down alerts, bandwidth utilization, port issues, IP addressing conflicts, service provider faults, and physical layer incidents to restore network availability. Coordinated with Level 3 teams, vendors, ISPs, service providers, field support, and internal stakeholders for complex incident resolution and problem management. Monitored network devices and links using tools such as SolarWinds, HPOV, and NNM to support alert handling, performance analysis, utilization reporting, and availability tracking. Supported standard operational activities including configuration validation, device health checks, IOS backup and restore support, inventory updates, access validation, and routine maintenance tasks. Assisted in change implementation, network upgrades, planned maintenance windows, and service restoration activities while following approved change management processes. Created and maintained incident records, troubleshooting steps, workarounds, root cause observations, knowledge articles, and operational runbooks in the ITSM platform. Worked in 24x7 network operations, rotational shifts, night shifts, and high-pressure environments to ensure continuous business service availability.

Skill Requirements

CERTIFICATIONS Cisco Certified Network Associate certification preferred Cisco Certified Network Professional or equivalent advanced networking certification is an added advantage ITIL Foundation knowledge or certification preferred TOOLS & OPERATING ENVIRONMENT Network Monitoring: SolarWinds, HPOV, NNM or equivalent tools ITSM and Ticketing: Incident, request, change, problem, SLA, and escalation tracking tools Operational Model: Enterprise NOC, 24x7 support, rotational shifts, planned maintenance, on-call support, and vendor coordination KEY STRENGTHS Strong troubleshooting and analytical problem-solving skills Customer-focused approach with ownership of service restoration Clear communication with technical and non-technical stakeholders Ability to work under pressure in SLA-driven operations Strong documentation discipline and process adherence

Other Requirements

NA