Broad outline of the Role

- Responsible for providing L3 operational support for customer network services and solutions delivered across the data centre setting, including Cisco ACI, Nexus switches, routing, switching, and associated network services.
- Responsible for diagnosing and resolving complex network incidents, performing root cause analysis, and providing appropriate technical solutions within agreed service levels.
- Acts as a conduit between customers and internal teams such as Network Engineering, Architecture, Security, Systems, and Operations for effective issue resolution.
- This is an operational role responsible for maintaining the availability, performance, and reliability of data centre network infrastructure, while providing technical guidance to L1/L2 support teams and reviewing the quality of technical work undertaken by these teams.

Minimum Qualifications & Experience

- Graduate with 7–12 years of relevant network engineering experience.
- Strong hands-on experience in data centre networking.
- Hands-on experience with Cisco ACI and Cisco Nexus environments.
- Experience working in an L3 network support/engineering role in a 24x7 operational environment.

Other Knowledge & Skills

- Good knowledge of Cisco ACI, Nexus switching, routing and switching, VLAN, VRF, BGP, OSPF, vPC, LACP, TCP/IP, and network troubleshooting.
- Working knowledge of ACI concepts such as Spine/Leaf architecture, APIC, EPGs, Bridge Domains, Contracts, and L3Out.
- Experience in troubleshooting complex network connectivity, routing, switching, and data centre infrastructure issues.
- Good understanding of integration with firewalls, load balancers, WAN, servers, and other infrastructure components.
- Good understanding of incident, problem, change,



and service management processes.
- Strong analytical, troubleshooting, and root cause analysis skills.
- Maintains awareness of the latest technologies and developments in data centre networking and Cisco ACI.

Key Responsibilities

- Provide L3 technical administration, configuration, troubleshooting, and support to ensure efficient functionality and availability of data centre network infrastructure.
- Perform incident validation, incident analysis, root cause analysis, and solution recommendation for complex network and ACI-related issues.
- Troubleshoot Cisco ACI, Nexus, routing, switching, connectivity, VLAN/VRF, BGP, OSPF, vPC, and related network issues.
- Act as a point of escalation for Level-1 and Level-2 network support teams, providing technical guidance and assistance in resolving complex incidents.
- Coordinate with Network Engineering, Architecture, Security, Systems, Cloud, Application, and Operations teams on escalations, performance issues, outages, and service-impacting incidents.
- Coordinate with Cisco TAC and other technology vendors for complex issues requiring vendor-level investigation and resolution.
- Assist with the development, revision, and maintenance of Standard Operating Procedures, Working Instructions, troubleshooting guides, and knowledge articles.
- Participate in network upgrades, ACI maintenance, migrations,



implementation activities, and infrastructure refresh projects, including pre- and post-change validation.
- Monitor network and ACI infrastructure performance and provide recommendations for tuning, optimization, capacity management, and service improvement.
- Perform regular health checks and proactively identify potential network availability, performance, capacity, and connectivity issues.
- Maintain accurate documentation relating to network configurations, ACI environment, topology, IP addressing, incident resolutions, and troubleshooting procedures.
- Prepare and maintain weekly and monthly operational reports covering incidents, network performance, availability, outages, and service-related activities.
- Provide recommendations for improving network operations, processes, procedures, standards, and support practices.
- Maintain an inventory of operational procedures used by the network operations team and regularly review and update these procedures based on technology changes, incidents, and operational requirements.
- Support Root Cause Analysis (RCA) for major and recurring incidents and drive corrective and preventive actions to minimize repeat issues.
- Participate in 24x7 support, on-call, and shift-based operations as required.
- Ensure all activities are performed in accordance with established security, compliance, change-management, and operational standards.

Certifications

- CCNP Enterprise or CCNP Data Center preferred.
- Other equivalent networking certifications are an advantage.

Required Skills

- cloud security
- aci fabrics
- nexus
- network security
- switching protocols
- incident management
- root cause analysis

📌 Manager - Cloud & Security Customer Service Operations (Pune)
🏢 Sourceo
📍 Pune