IT Operations Manager

The Manager IT Network and Security will lead the planning deployment and support of network infrastructure and security operations across the enterprise. This role requires handson technical knowledge as well as leadership capabilities to manage a team of network and security engineers. The individual will be responsible for maintaining secure reliable and highperformance connectivity across onpremise and cloud environments.

Role & Responsibilities:
Experience in Network Design Implementation and support
Responsible for creating High level Network design Low level design Implementation Plan migration plan testing plan for the new projects
Validating the existing design and provide recommendations for optimization
Responsible for troubleshooting and fixing Major Network issues (Priority Medium to Critical)
Participate in Major/Minor Incident Management Calls and provide solution/update on a timely manner
Supervise and mentor a team of network and security engineers and analysts.
Technical coordination with the OEM support in the event of any Technology assistance
Update Training and Support documentation
Manage endtoend enterprise networking (LAN WAN Wireless & Firewall)
Coordinate with crossfunctional teams to support business and IT initiatives.
Oversee performance monitoring fault management and capacity planning.
Lead lifecycle management of network hardware and software.
Understand and document the Current Mode of Operations (CMO)
Security patches and updates to network devices and firewalls to address vulnerabilities
Collecting and analysing logs from network devices and firewalls to identify potential security events
Create and maintain detailed network diagrams configuration standards and SOPs
Work with the Helpdesk Team to prioritize critical or highimpact network issues
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.
Provide advanced troubleshooting support and guidance to ensure timely resolution
Share relevant documentation and standard operating procedures (SOPs) with the IT Helpdesk Team.
Conduct periodic knowledge transfer sessions to enhance the Helpdesk Teams capability in handling recurring or common network issues
Participate in regular syncups or reviews to analyze ticket trends root causes and process improvements.
Ensure that resolutions and networkrelated knowledge base articles are properly documented.
Contribute to reports on ticket resolution times recurring issues and recommendations for network improvements.
Act as the main liaison between IT operations and the GRC team to align on security posture risk mitigation and compliance.
Contribute to internal risk assessments control validations and audit readiness while ensuring IT practices align with GRCdefined strategies

Qualifications :

Strong knowledge of Wireless/Wired LAN WAN & Network Security infrastructure
10 15 Years relevant experince13 years of experience in network and security with 2 years in a senior technical lead role
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 & VPN Cloud/ PRISMA
Strong troubleshooting and problemsolving skills Ability to design complex network architectures
Experience with centralized network monitoring and management systems

Skills & Certifications
Exceptional leadership and team management capabilities
Strong communication skills
Strategic thinking and forwardplanning mindset
Excellent project management skills
Ability to manage complex & distributed network environments
Certification Requirements : (if any)
CCDP Enterprise with Network / Security
Palo Alto Certification (PCNSE)
Wireless certification CWNA / CWNP ITIL and PMP (for operational/process alignment)

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