ABOUT THE ROLE & TEAM:

This is an exciting chance to become an integral part of an experienced and smart OUR GNCC team. The role is a Sr. Specialist role, responsible for operational fault management for OUR-managed LAN / WAN & security solutions. An ideal candidate will be monitoring and managing the airport LAN/WAN, Network Security along with local and wide area networks for the OUR customer environment to ensure maximum uptime.

The role includes Level 2/3 technical support, troubleshooting, configurations, documentation, network optimization and management of the LAN/WAN/ Security infrastructure, The candidate will also maintain and upgrade existing systems as necessary. The ability to work in a complex networking environment is also preferred.

You will be apart of an excellent and innovative team , reporting to the Senior Manager Service operations.

What You Will Do

- Responsible for Network troubleshooting including LAN, WAN & Security domains
- Responsible for responding to technical support calls from OUR customers.
- Implementation, Deployment, L2/L3 Support for network devices, LAN, WAN, Firewall, Network troubleshooting/ configuration etc.
- Troubleshoot & resolve highly complex customer network & security issues
- Experience in troubleshooting Cisco routers, switches & firewalls (ASA, Palo Alto)
- Handling CISCO L3 and L2 Devices
- Strong working knowledge of Datacenter switching e.g., Cisco Nexus, ACI.
- Strong working knowledge of the following routing protocols: BGP, OSPF; and optional for EIGRP, RIP.
- Experience in using WAN circuits, e.g., Metro Ethernet, MPLS. VPLS etc.
- Strong working knowledge of IP, IPsec, and VPNs.
- Responsible for delivering complex Maintenance and Monitoring activities for different customers.
- Provide L3 Incident Management support through the IC role in case of the major crisis.




- Ensure service continuity by reducing the impact of a disaster or major failure through operational validation of the designed
- Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations
- Experience in network automation through scripting languages such as Python Ansible, Jason etc. is a plus.
- Monitor performance and ensure system availability and reliability
- Monitor system resource utilization, trending, and capacity planning
- Ensure that assigned infrastructure at the client site is configured, installed, tested and operational.
- Identify problems and errors prior to or when they occur and log all such incidents in a timely manner with the required level of detail.
- Managing and maintaining the operational integrity of the company's security and data networks and will be required to respond to incidents and alerts and provide occasional out-of-hours technical support.
- Leverage knowledge articles to investigate and resolve second-line support calls assigned
- Provide remote support to our clients.
- Identify the root cause of incidents and problems. Prepare RCA for business-critical incidents and downtime
- Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
- Schedule updates for customer services.
- Perform troubleshooting and incident management for high-priority issues and ensure that they are resolved within the timeframes set by service level agreements.




- Handle customers technical enquiries as well as service-related enquiries.
- Provide insights and recommendations regarding customers’ networks and their optimization.
- Support knowledge sharing and training, both internally and with customer teams.

Responsibilities/Qualifications/EXPERIENCE

- At least 5 years of experience in the Information Technology / Telecom Industry.
- Strong customer focus, able to respond quickly and effectively to customers’ requests, and able to adapt to a fast-changing customer landscape and challenges.
- Must have experience working in a 24*7 support workplace.
- Hands-on experience with monitoring, Network diagnostic and analytics tools
- Experience working with virtual and remote team members and stakeholders
- Excellent analytical and problem-solving abilities.
- Excellent data presentation and reporting skills.
- Work Experience on enterprise customers projects: Network & Security Solutions
- Must have a strong understanding of Firewalls Architecture with hands-on experience.
- Must have strong experience with Complex Routing & Switching Environments
- Must possess strong experience with Virtualization Technologies
- Good problem-solving skills
- Positive at organizing and multitasking
- Able to explain technical problems in simple terms
- Strong troubleshooting and problem-solving skills
- Experience in implementing network patches
- Degree or equivalent experience in Engineering, Computer Technologies, or Business
- Change management/ Project Management knowledge (ITIL knowledge is a plus)
- Proficiency in English is a must

One or more additional certifications are required:

- CCNA, CCNP
- JNCIA
- PCNSA/E
- Cisco 300-415 ENSDWI
- ITILV4 Financial Planning &
- Cash Flow Management
- Analysis (FP&A;)
- Cost Accounting
- Problem-Solving
- SAP Implementation
- Leadership

Business Partnering

📌 Senior Service Operation Specialist (Gurugram)
🏢 Shervani Tech Hub
📍 Gurugram