Position: Lead - Customer Support (L3 Technical Network Support)
Location: Pune, India
Employment Type: Full time
Experience Required: 7-10 years (3-5 years in a leadership or senior technical role)
Compensation: As per industry standards

Key Responsibilities
- Team Leadership & Mentoring
- Lead and mentor L1 and L2 network engineers in the NOC.
- Develop and deliver training programs to enhance team skills.
- Conduct performance evaluations and provide regular feedback.
- Advanced Network Support
- Resolve high-level network issues involving routing, switching, firewalls, and VPNs.
- Analyze and address network performance and reliability challenges.
- Manage network infrastructure efficiently, covering both hardware and software components.
- Incident & Problem Management
- Serve as the escalation point for critical incidents and outages.
- Conduct root cause analysis and implement long-term solutions.
- Collaborate with cross-functional teams to resolve comprehensive issues.
- Escalation Management
- Develop procedures for handling critical network escalations.




- Coordinate with senior management and stakeholders for unresolved issues.
- Monitor and document lessons learned from escalations for process improvements.
- NOC Operations Management
- Ensure efficient day-to-day NOC operations, maintaining high service availability.
- Manage operational procedures for effective monitoring and incident response.
- Adhere to SLAs and operational standards.
- Network Design & Optimization
- Assist in network architecture planning and infrastructure upgrades.
- Evaluate and recommend performance, security, and scalability improvements.
- Conduct capacity planning and performance tuning.
- Documentation & Reporting
- Maintain accurate documentation of network configurations and troubleshooting steps.
- Prepare detailed reports on network performance, escalations, and resolutions.
- Ensure compliance with internal and external documentation standards.
- Customer & Stakehold

📌 Network Engineer- Customer Support (Pune)
🏢 Whitefield Careers
📍 Pune