Hands-on technical lead responsible for advanced troubleshooting oversight, design , engineering and strategic evolution of enterprise network across on-prem, cloud, and contact center ecosystems. infrastructure lifecycle management, and country-specific compliance requirements. This role acts as the primary escalation point for Hyderabad office network operations while closely partnering with Home Office infrastructure and security teams.nnKey ResponsibilitiesnnnnLead and oversee Hyderabad office network operations and support activities.Manage and mentor local network team members and provide technical guidance/escalation support.nnAdvanced Incident Resolution u0026 Escalation OwnershipnnAct as the primary escalation point for all network-related incidents, outages, and operational issues.Lead resolution of critical P1/P2 network incidentsProvide deep-dive troubleshooting across:Network (routing, switching, load balancing)Cloud connectivityVoice/contact center flowsPerform packet-level and call trace analysisOwn final RCA and prevent recurrence through design/automation improvementsnNetwork Performance u0026 UpgradesnnMonitor enterprise network for connectivity issues, performance degradation, and service interruptions.Coordinate with appropriate internal teams and vendors for issue resolution.Ensure timely incident response, communication, RCA, and closure.Manage on-premises network infrastructure including:Switches, routers, wireless infrastructure, and hub room maintenance.Network hardware lifecycle activities include upgrades, refreshes, and replacements.Infoblox administration, upgrades, and operational maintenance.nnDesign and optimize:Enterprise networks (LAN/WAN, DC,



Cloud)Hybrid cloud connectivity (Azure/AWS VPN/ExpressRoute/Direct Connect)nCloud Networking u0026 Hybrid ConnectivitynnAWS networking (VPCs, Transit Gateway)On-prem cloud connectivitynnLoad Balancing u0026 Traffic EngineeringnnArchitect and manage F5 load balancers (LTM, GTM concepts)Application delivery optimizationnnAutomation u0026 ObservabilitynnDevelop automations for Incident response, Network validation u0026 Configuration managementEnhance Monitoring (alerts, thresholds, dashboards), Observability (log/trace correlation)Drive MTTR reduction and predictive operationsnnVendor u0026 Platform GovernancennAct as technical escalation point for vendors:ISPs / circuitsVoice providersOEMs (Cisco, F5, etc.)Manage and maintain ISP connectivity including primary and secondary Tata circuits and coordinate with telecom providers for escalations and service restoration.Work closely with firewall/security teams on major incidents, network changes, and security remediation activities.Support and coordinate network-related activities across both on-premises and cloud environments.Provide oversight for Hyderabad Voice Operations team activities; no deep hands-on voice administration required but expected to coordinate and drive operational accountability.Coordinate with Home Office teams on global initiatives, network standards, implementation plans, and operational improvements.Participate in major incident management calls and drive network-related troubleshooting and resolution activities.Review and maintain network documentation,



topology diagrams, SOPs, runbooks, and operational knowledge base articles.Drive continuous improvement initiatives to improve MTTR and reduce recurring incidents.Ensure monitoring, alerting, and operational processes are aligned with enterprise standards.nnRequired QualificationsnnStrong networking fundamentals across enterprise environments:Deep expertise in TCP/IP, VLANs, DNS/DHCP, routing and switching.BGP and OSPF (design, troubleshooting) knowledge.Structured troubleshooting including packet capture analysis.Network flow diagnosticsUnderstanding of load balancers (F5 preferred).Experience managing enterprise office network infrastructure and vendor coordination.Experience handling network escalations, RCA discussions, and major incident management.Working knowledge of cloud networking concepts and hybrid infrastructure environments.Basic understanding of voice concepts including SIP/RTP, QoS, and call flows.Experience with ServiceNow platform for incident/change/problem management.Solid stakeholder management and communication skills with ability to work across global teams and time zones.Experience creating and maintaining technical documentation, RCA reports, and operational runbooks.Ability to lead small operational teams and coordinate cross-functional activities.nnPreferred QualificationsnnExperience with Cisco and Arista platforms including CVaS.Exposure to enterprise firewall/security operations and coordination with security teams.Experience managing ISP/vendor relationships and telecom escalations.Experience with monitoring and network management tools.Familiarity with Confluence, Lucid chart, and Visio.Prior experience in enterprise contact center or voice operations environments. .

📌 Technical Lead - Network Operations (Hyderabad)
🏢 MassMutual India
📍 Hyderabad