Lead IT Operations

The Lead IT Operations (IC Level 3) is accountable for designing implementing and maintaining the organizations infrastructure including routers switches Wi-Fi controllers access points load balancers and firewalls. This role involves close collaboration with internal teams to ensure optimal performance security and timely resolution of infrastructure-related issues.

Role & Responsibilities:

Provide top notch support for any network issues ranging from implementation of
new networks troubleshooting outages for On-prem and remote networks
business users.
Handle level-2 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.
Hands-On executing the backup and restore of software and configuration
Must identify resolve and replace malfunctioning hardware/software related
incidents
Hands-on 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 high-impact network issues
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.
Experience with following:
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 real-time 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.
    Hands-on 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
    Hands-on experience in defining deploying/managing and troubleshooting the Authentication Authorization Accounting mechanism for user authentication
    Hands-On 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
    Hand-on experience & concept understanding in Firewalls like Palo Alto PRISMA & Cisco

Qualifications :

Must be well organized responsible and accountable
Must be detail-oriented quick to learn and self-motivated
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 have fostered an environment that enables everyone to find their true potential purpose and passion welcoming colleagues of all backgrounds genders sexual orientations religions and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant richer environment that boosts the goals of our employees communities and business. Fresh vision. Real impact. Come build it with us.

Remote Work :

No

Employment Type :

Full-time