Network Operational Analyst - D&O; EMEA

Summary

The Network Operational Analyst serves as a pivotal figure in the daily management of operational support, ensuring that all incidents, service requests, and technical inquiries are addressed promptly and in strict adherence to established Service Level Agreements (SLAs). Acting as the primary operational liaison, this role coordinates seamlessly with external vendors, technical teams, and regional IT contacts to facilitate swift resolutions and uphold network stability. The ideal professional is a proactive, detail-oriented individual with a background in global network management and IT services, possessing the analytical acumen to navigate complex environments. This position requires a strategic thinker who can effectively represent the network operations function within key initiatives, fostering explicit communication and collaboration across cross-functional teams while upholding ITIL standards for incident, change, and continual improvement processes. Location: Gurugram & Mumbai

Responsibilities

- Manage daily ServiceNow ticket queues, overseeing task triage, prioritization, and resolution to ensure compliance with agreed-upon SLAs.
- Serve as the primary point of contact for technical inquiries, managing escalations appropriately while retaining accountability for the end-to-end resolution process.
- Monitor and coordinate incident management activities across the EMEA region, collaborating with internal teams on major incidents to ensure rapid response, effective communication, and adherence to ITIL Incident Management protocols.
- Deliver proactive status updates to IT stakeholders and customers, maintaining transparency and clarity throughout the entire incident lifecycle.
- Participate actively in technical discussions with internal teams and vendor specialists to drive problem-solving initiatives.
- Assist with the processing of IT tickets related to problems, changes,



and other operational requirements as needed.
- Collaborate with Overlay and Underlay vendors to address operational tasks and service delivery issues.
- Attend weekly incident review sessions and other investigative meetings to contribute to ongoing analysis and resolution efforts.
- Liaise directly with internal stakeholders, including local IT contacts, to ensure alignment and effective support.

Requirements

- Possess strong technical proficiency in core infrastructure and networking technologies, specifically including routing, switching, Meraki, Wi-Fi, Cisco, Palo Alto firewalls, Azure cloud networking, and SD-WAN solutions.
- Demonstrate advanced analytical capabilities and technical problem-solving skills, with a proven track record of diagnosing complex issues and guiding them to successful resolution.
- Exhibit excellent facilitation and communication skills to enable productive collaboration with technical teams, local IT departments, and external vendors.
- Show a demonstrated ability to lead Incident Management activities, including ownership of tracking, reporting, and clear communication throughout the incident lifecycle.
- Hold a degree in Computer Science, Networks, or a related field, complemented by relevant professional experience.
- Possess fluency in English, both verbally and in writing.
- Have practical experience with ITIL and ITSM frameworks.
- Bring a minimum of five years of experience in network and infrastructure management.
- Display advanced knowledge and hands-on expertise in resolving network-related challenges.
- Have prior experience working within global corporate environments.
- Demonstrate the ability to interact effectively with personnel at all organizational levels.
- Exhibit strong analytical skills, effective multi-tasking abilities, time management, and self-organization.
- Be a flexible problem-solver capable of adapting to shifting priorities and evolving business directions.

📌 Hiring || Network Operational Analyst - D&O EMEA (Haryana)
🏢 2COMs
📍 Haryana