Bengaluru, Karnataka
Job Summary
The Tower Lead for Support & Operations plays a crucial role in ensuring the effective delivery of services and timely resolution of escalations within the Data domain. This position emphasizes accountability in meeting service level agreements (SLAs) while implementing organizational initiatives and driving customer satisfaction.
Key Responsibilities
1. Ensure The Generation Of Tower-Level Revenue Through Effective Management And Optimization Of Sdwan And Wireless Wlan (Cisco) Solutions.
2. Manage Escalations And Crises By Ensuring Timely Closure Of All Responsibilities And Tasks In Accordance With Agreed Sla Norms, Maintaining Operational Efficiency.
3. Oversee Operational Hygiene By Validating Reports And Ensuring Service Delivery Aligns With The Agreed Statement Of Work (Sow), Thereby Enhancing Service Quality.
4. Foster Positive Customer Satisfaction By Developing And Implementing New Initiatives And Frameworks Aimed At Improving Service Delivery And Client Experience.
5. Implement The Profit Improvement Plan (Pip) By Leveraging Automation And Self-Driven Initiatives To Enhance Operational Efficiency And Cost-Effectiveness.
Skill Requirements

Network Data Engineer, you will serve as a senior escalation point for complex data network issues, lead root cause analysis, and drive optimization initiatives across large-scale enterprise and telecom infrastructures. You will collaborate with Tier 1/2 teams, engineering, and customer stakeholders to ensure high availability and performance of data services.
Key Responsibilities

- Lead advanced troubleshooting and resolution of escalated incidents across Ethernet, MPLS, SD-WAN, IP routing, and switching domains.
- Perform logical provisioning, configuration,



and validation of transmission circuits and services.
- Drive root cause analysis and implement permanent fixes for recurring issues.
- Collaborate with Tier 1/2 teams and engineering to support network upgrades, migrations, and integration of new technologies.
- Maintain and optimize network performance, ensuring minimal downtime and SLA adherence.
- Document network topologies, configurations, and operational procedures.
- Participate in SA OPS reviews and provide performance insights and improvement plans.
- Mentor junior engineers and contribute to knowledge base development.
- Lead complex technical calls and drive them to resolution.

Required Skills

Deep expertise in:

- Routing & Switching: OSPF, BGP, EIGRP, MPLS, VLANs, STP
- Transmission Systems: DWDM, SDH, SONET, TDM
- Platforms: Cisco, Juniper, Alcatel/Nokia
- SD-WAN Technologies: Configuration, deployment, and troubleshooting of SD-WAN solutions (e.g., Cisco Viptela, Fortinet, Versa, etc.)

Proficiency in network diagnostic tools (Wireshark, iPerf, SNMP)
Experience with network automation and scripting (Python, Ansible) is a plus
Strong analytical and communication skills
Certifications (Preferred)
CCNP/CCIE, JNCIP/JNCIE, MEF-CECP, or equivalent
Education
Bachelor’s or Master’s degree in Computer Science, Electronics, or related field

Other Requirements
1. Optional But Valuable Certifications: Cisco Certified Network Professional (Ccnp), Cisco Certified Network Associate (Ccna) Wireless, And Itil Foundation
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📌 Tower Lead - Wireless Networking (India)
🏢 HCLTech
📍 India