Lead - IT Operations

The Lead IT Operations is accountable for designing implementing and maintaining the organizations infrastructure including routers switches WiFi controllers access points load balancers and firewalls. This role involves close collaboration with internal teams to ensure optimal performance security and timely resolution of infrastructurerelated issues.

Role & Responsibilities:
Provide top notch support for any network issues ranging from implementation of new networks troubleshooting outages for Onprem and remote networks business users.
Handle level2 support for Incidents Changes and Service requests related to all Network & Security services
Technical support for networking such as: WAN and LAN connectivity Link load balancer firewalls wireless and security.
Develop and maintain network documentation including network topology and configuration information.
Stay up to date with emerging trends and technologies in network & Security engineering.
Performing network maintenance and system upgrades including service packs patches hot fixes and security configurations
Monitor system resource utilization trending and capacity planning for network devices.
Deployment of new Offices based on the requirement of the number of users for the specific location.
Manage WiFi Controllers Switches Access Points (Ruckus) & Firewalls such as Palo Alto
Remote access solution implementation and support such as IPSEC VPN & Remote VPN.
HandsOn executing the backup and restore of software and configuration
Must identify resolve and replace malfunctioning hardware/software related incidents
Handson experience in defining deploying/managing and troubleshooting the AAA mechanism for user authentication for device management
Understanding of DNS/DHCP.
Ability to work with vendor support to resolve Operational and Project challenges.
Respond to and resolve alerts and tickets generated from the monitoring system in a timely fashion.
Create and Maintain record and maintain user support documentation (Knowledge Base) for Network & Security systems
Maintain accurate time and records in all service tickets as performed and ensure the tickets get resolved with the given SLA timelines.
Communicate with customers/inter teams as needed regarding ticket progress changes or agreed outages.
Escalate service/incident requests that require L3 Engineer level support in a timely fashion to prevent breach of SLA & Outage to business.
Work within a network team or with multiple stakeholders to implement and improve best practices to enhance the users experience and optimize the operation task.
Work with the Helpdesk Team to prioritize critical or highimpact network issue
Provide advanced troubleshooting support and guidance to ensure timely resolution
Act as the primary escalation point for complex network issues that are beyond the scope of the Helpdesk Team.
Maintain clear and consistent communication with Helpdesk personnel during ticket investigations and updates.

Qualifications :

 8 10 Years of relevant experience Strong knowledge of Wireless/Wired LAN WAN & Network Security infrastructure
Candidate will be responsible for but not limited to the following: (Must Have)
Configuration deployment monitoring troubleshooting and analysis of Wired & Wireless network WAN and Firewall infrastructure services
Actively monitoring and reacting to realtime network conditions and leading improvement efforts in support of monitoring performance and reporting.
Well exposed to handle operation deployment and monitoring in the Wired & Wireless WAN and Firewall also good knowledge on standards such as wireless security mechanisms network design principles firewall technology and wireless network control systems with a primary focus on Ruckus/Aruba/Cisco/Palo Alto platforms.
Handson experience implementing upgrading/administering and troubleshooting wireless controllers with an emphasis on Ruckus/Cisco/Palo Alto/Link Load Balancer devices.
Should have good Debugging and Troubleshooting and log analysis skills
Handson experience in defining deploying/managing and troubleshooting the Authentication Authorization Accounting mechanism for user authentication
HandsOn experience in integration of analytics tools with WiFi / LAN/ Firewall infrastructure for greater visibility and monitoring the traction happening with networks.
Excellent hands on knowledge of routing & switching technologies and troubleshooting
Handon experience & concept understanding in Firewalls like Palo Alto PRISMA & Cisco.

Skills & Certifications
Must be well organized responsible and accountable
Must be detailoriented quick to learn and selfmotivated
Strong understanding of TCP/IP networking and routing protocols.
Engineers must have good written verbal and presentation skills to collaborate successfully with team vendors and stakeholders.

Certification Requirements : (if any)
CCNP Enterprise with network / security
Palo Alto Certification (PCNSE)
Wireless certification CWNA / CWNP

Educational qualifications:
B.E. Degree with any discipline.

Additional Information :

At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.

Remote Work :

No

Employment Type :

Fulltime