Track Lead (Support & Operations)

Job Summary

Summary
•    Final technical escalation point for enterprise network and network security operations. 
•    Responsible for ensuring network availability, stability, security, performance, and compliance across Data Center, Campus, Branch, WAN, Cloud, and Security environments. 
•    Provides technical leadership for major incident resolution, root cause analysis, problem management, and service restoration activities. 
•    Drives network lifecycle management, technology refresh, automation adoption, and continuous service improvement initiatives. 
•    Collaborates with Tier 1, Tier 2, OEMs, ISPs, cloud providers, security teams, and business stakeholders to deliver operational excellence and business outcomes. 

Key Responsibilities

• Act as the Level 3 escalation point for critical P1/P2 incidents and complex network issues.
• Lead advanced troubleshooting across LAN, WAN, WLAN, Data Center, Cloud, Security, DDI, and Load Balancer environments.
• Drive Root Cause Analysis (RCA), Problem Management, and implementation of permanent corrective actions.
• Support Cisco ACI fabric operations, including VRF management, EPG health checks, leaf commissioning/decommissioning, and fabric troubleshooting.
• Manage routing and switching technologies including BGP, OSPF, VLANs, VRFs, QoS, and network segmentation.
• Provide expert support for WAN, Internet, MPLS, SD-WAN, VPN, and hybrid connectivity solutions.
• Lead implementation of approved network and security changes, migrations, upgrades, and technology refresh activities.
• Support firewall, proxy, VPN, NAC, and secure access platforms, including policy management and security incident resolution.
• Manage F5 load balancer platforms including VIPs, Pools, SSL certificates, HA validation, and platform upgrades.
• Support AWS networking services including VPCs, Transit Gateway, Route Tables, Direct Connect, VPN, Security Groups, and NACLs.
• Perform capacity planning, availability reviews, performance analysis, and resiliency assessments.
• Coordinate with OEMs, TAC teams, ISPs, and service providers for complex issue resolution and restoration activities.
• Drive compliance reviews, configuration baseline validation, drift management, audit support, and remediation activities.
• Identify automation opportunities and support automation, observability, and self-healing initiatives.
• Develop and maintain technical documentation, standards, knowledge articles, and operational procedures.
• Mentor Tier 1 and Tier 2 engineers and provide technical leadership and governance support.

Skill Requirements

Enterprise Networking: Cisco ACI, Cisco Nexus, Cisco Catalyst, Cisco DNAC, Routing & Switching, BGP, OSPF, VLANs, VRFs, QoS, LAN, WAN, WLAN, MPLS, SD-WAN.

Network Security: Palo Alto Firewalls, Check Point Firewalls, Cisco FTD/ASA, Fortinet Firewalls, Azure Firewall, Cisco ISE, VPN Technologies, Zscaler (ZIA/ZPA), Bluecoat Proxy, Secure Web Gateway Technologies.

Application Delivery & Load Balancing: F5 BIG-IP LTM, GTM, APM, SSL Certificate Management, High Availability and Failover Technologies.

DDI Services: Infoblox, BloxOne, DNS, DHCP, IPAM.

Cloud Networking: AWS Networking, VPC, Transit Gateway, Route Tables, Direct Connect, VPN Connectivity, Security Groups, NACLs.

Automation & Observability: Ansible Automation Platform, BMC Helix, Datadog, Grafana, Network Automation, Self-Healing Workflows.

ITSM & Governance: ITIL Service Management, Incident Management, Problem Management, Change Management, Release Management, Compliance, Audit and Governance Management.

Other Requirements

8-12 years of experience in Network and Network Security Operations.

Experience supporting enterprise environments across Data Center, Campus, WAN, Cloud, and Security domains.

• Hands-on experience in troubleshooting and supporting firewalls, routing, switching, VPNs, load balancers, DDI platforms, and cloud networking.
• Experience working in 24x7 managed services or enterprise operational environments.
• Exposure to large-scale production environments with defined SLAs and ITIL-based operational processes.