Track Lead (Support & Operations)

Chennai, Tamil Nadu

Job Summary

Role title

AOVPN Engineer / Consultant

Function

Connectivity / Network Services

Experience

5-8+ years

Employment type

Full-time

Location

Hybrid / Remote

Support model

Business hours with on-call support

Reporting to

Connectivity Service Lead / SDM

Role level

L2 / L3 Technical Specialist

Role purpose

The AOVPN Engineer / Consultant is responsible for the engineering, operation, availability, security and continual improvement of Microsoft Always On VPN services. The role provides L2/L3 support across VPN gateways, Network Policy Server (NPS), Remote Access Service (RAS), Windows Network Load Balancing, certificates, VPN profiles and traffic-routing components, while coordinating closely with Intune, PKI, Wintel, network, firewall and service-management teams.

Key outcomes

- Stable and secure remote connectivity with proactive monitoring and timely incident restoration.
- Controlled AOVPN profile, certificate, policy and infrastructure changes with tested rollback plans.
- Current operational, recovery and configuration documentation that supports audit and disaster-recovery readiness.

Clear ownership, escalation and communication across internal teams, vendors and business stakeholder

Key Responsibilities

Key responsibilities

Service operations and support

- Monitor and administer VPN/RAS servers, NPS servers, Windows NLB clusters, Azure Traffic Manager endpoints and associated service health indicators.
- Troubleshoot user, device and site connectivity issues involving authentication, certificates, routing, DNS, split tunnelling, firewall flows and VPN profile behaviour.
- Own technical resolution of incidents, service requests, problems and changes, including accurate ticket updates, evidence, timelines and closure notes.
- Perform approved service restarts, server maintenance, patch coordination, endpoint enablement or disablement, and controlled traffic failover or switchback.
- Participate in an on-call or major-incident rota and provide technical leadership during priority incidents.

Engineering and lifecycle management

- Design, build, test and maintain AOVPN user and device tunnel configurations using ProfileXML and approved deployment methods.
- Configure and support RAS/VPN, NPS/RADIUS policies,



IKEv2/SSTP settings, IP addressing, routes, DNS rules and traffic filters.
- Coordinate VPN profile deployment and removal through Microsoft Intune, ensuring pilot validation, sequencing, dependency checks and user-impact controls.
- Plan certificate enrolment, renewal and revocation activities with PKI teams for server, user, device and external-facing certificates.
- Support service transitions, platform upgrades, data-centre changes, tenant migrations, decommissioning and replacement of legacy VPN infrastructure.
- Engage Microsoft and other vendors for product defects, complex troubleshooting and technical escalation.

Availability, recovery and security

- Maintain disaster-recovery and blackout-recovery procedures covering backup, restore, rebuild, failover, rollback, validation, ownership and communication.
- Execute periodic recovery and traffic-switchover tests, capture evidence, record lessons learned and drive corrective actions.
- Validate configuration backups for VPN/NPS servers and AOVPN XML profiles, and confirm dependencies such as PKI, Intune, DNS, network, firewall and internet connectivity.
- Apply security hardening, least-privilege access, certificate controls, logging and vulnerability-remediation requirements in line with organisational standards.
- Assess service risks, document technical debt, maintain remediation plans and escalate material availability or security concerns.

Skill Requirements

Required technical skills

Capability

Expected proficiency

Core AOVPN

Hands-on administration and troubleshooting of Microsoft Always On VPN, RAS/RRAS, NPS/RADIUS, user tunnel, device tunnel and ProfileXML.

Windows platform

Solid Windows Server and Windows 10/11 knowledge, including services, networking, event logs, PowerShell and Group Policy.

Identity and certificates

Practical knowledge of Active Directory, Microsoft Entra ID, enterprise PKI, certificate templates, auto-enrolment,



CRL/OCSP and certificate-based authentication.

Endpoint management

Experience deploying and troubleshooting VPN profiles and certificates through Microsoft Intune or equivalent endpoint-management tooling.

Network technologies

Sound knowledge of TCP/IP, DNS, DHCP, routing, NAT, IPsec/IKEv2, SSTP, TLS, firewalls, proxies, load balancing and split/full-tunnel designs.

Cloud and resilience

Working knowledge of Azure Traffic Manager or equivalent traffic-routing services, high-availability patterns, backup/recovery and disaster-recovery testing.

Service management

Experience with ITIL-based incident, problem, change, request, knowledge and major-incident management processes.

Qualifications and experience

- Bachelor's degree or equivalent practical experience in information technology, computer science, engineering or a related field.
- 5-8+ years of experience in enterprise network, remote-access or Windows infrastructure support, including substantial hands-on AOVPN experience.
- Proven experience supporting production services across multiple sites or regions and working within structured change and incident-management controls.
- Microsoft, networking, cloud, security or IT service-management certifications are desirable.

Behavioural competencies

- Strong analytical troubleshooting and root-cause thinking.
- Clear, concise stakeholder communication during incidents and planned changes.
- Ownership mindset with disciplined follow-through and attention to documentation.
- Ability to coordinate effectively across PKI, Intune, Wintel, network, security, vendor and service-management teams.
- Risk-aware decision-making and a continuous-improvement approach.

Other Requirements

Performance measures

- Service availability and reliability against agreed targets.
- Incident response and resolution performance, including reduction in repeat incidents.
- Change success rate and quality of implementation and rollback evidence.
- Certificate, profile and infrastructure lifecycle activities completed before expiry or obsolescence.
- Recovery-test success, closure of findings and currency of runbooks and configuration records.
- Stakeholder satisfaction, ticket hygiene and delivery of measurable automation or service improvements.

📌 Track Lead (Support & Operations) (Chennai)
🏢 HCLTech
📍 Chennai