Tech Ops Technical Specialist (Level 4)

Exp: 13+Yrs

Location: Bengalore/Pune/Hyderabad

Work Arrangement: AU business hrs (8am-5.30pm)

We're looking for an accomplished Tech Ops Technical Specialist (Level 4) to join our Enterprise Network Management (ENM) Tech Ops team and serve as the highest technical escalation authority for Network & Security, Cloud and Data Centre infrastructure services.

In this role, you will operate as a Level 4 (L4) escalation specialist, collaborating closely with L2 and L3 engineers while providing expert-level diagnosis, fault isolation, and resolution across large, complex, multi-vendor enterprise environments. It requires architect-level technical knowledge, design understanding, and experience to effectively troubleshoot systemic issues, validate designs, influence standards, and ensure robust, scalable, and supportable solutions across wide range of technology stacks.

Network & Security: Palo Alto, Aruba, Netscaler, Fortigate, Juniper, Cradle Point, and Checkpoint, Splunk, Routing, Switching, SD-WAN.

Roles and Responsibilities:

Act as the final technical escalation point (Level 4) for major incidents, complex problems, and high-risk changes.
Provide expert-level technical guidance to both internal teams and external stakeholders to drive swift and effective resolutions.
Lead deep root-cause analysis and define permanent corrective actions.
Build, review, and validate solution designs and High-Level Designs (HLDs) based on requirements.
Troubleshoot and support all kinds of complex infrastructure issues.
Define and govern configuration standards, templates, and technical best practices.
Provide expert-level mentorship to L2 and L3 engineers and stakeholders.
Follow ITIL/ITSM best practices and processes.
Act as a trusted Technical Subject Matter Expert (SME) for enterprise customers, building strong relationships and demonstrating a thorough understanding of their network environments, business priorities, and service expectations.
Deliver proactive and reactive network support, anticipating potential failures before they impact customers and responding decisively when incidents arise-always with a focus on maintaining SLA compliance and service continuity.
Represent the team in Change Advisory Board (CAB) meetings, contributing technical expertise to change evaluation, risk assessment,



and approval decisions to safeguard network stability.
Coordinate and collaborate with third-party vendors-including Cisco, Juniper, Fortinet, and others-to manage technical escalations, track open cases, and ensure timely resolution of hardware and software issues.
Engage proactively with customers across both voice and digital channels, communicating technical updates in a explicit, professional, and empathetic manner that reinforces trust and confidence
Provide technical mentorship and day-to-day guidance to other engineers, contributing to team capability development and fostering a culture of continuous improvement and knowledge sharing.
Assess customer IT environments to identify gaps, recommend enhancements, and propose forward-looking solutions that support their business objectives and long-term technology roadmap.
Develop and implement strategies to enhance the performance, resilience, scalability, and maintainability of managed network environments.
Ensure all project and operational activities are aligned with organizational goals, enterprise architecture principles, and relevant compliance and governance frameworks.
Produce and maintain high-quality technical documentation, including architecture records, design decisions, runbooks, and change workflows, in accordance with industry standards.
Stay current with emerging technologies, industry trends, and vendor developments, proactively integrating new knowledge into team practices and customer engagements.

Essential:

Bachelor's or Master's degree in Computer Science, Information Technology, Telecommunications, or a related discipline.
progressive in enterprise network, infrastructure, and security engineering.
Experience in customer-facing technical support roles, preferably within a NOC, managed services, or similar operational setting.
Experience in a senior technical Subject Matter Expert role covering 2-3 core multivendor technologies.




Current CCIE certification or equivalent (e.g. Juniper JNCIE, Fortinet NSE 7 or NSE 8, Aruba Certified Mobility Expert (ACMX), Arista ACE (Expert)
Proven experience with technologies Palo Alto, Aruba, Netscaler, Fortigate, Juniper, Cradle Point, and Checkpoint, Splunk, Routing, Switching, SD-WAN.
Demonstrated experience working within ITSM/ITIL frameworks, including incident, problem, change, and request management processes.
Hands-on experience with enterprise monitoring tools and ticketing systems, with the ability to interpret alerts, trends, and data to drive proactive action.
Strong understanding of SLA management principles and a consistent track record of meeting or exceeding customer service commitments.
Experience in escalations handling and management.
Ability to participate in on-call roster arrangements to handle after hours escalations.
Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts clearly to both technical and non-technical audiences.
High attention to detail, strong analytical thinking, and structured problem-solving capabilities under pressure.
A proactive, self-motivated approach to learning, with an appetite for staying ahead of emerging industry developments and vendor capabilities.
Strong collaborative instincts and the ability to build effective working relationships across technical teams, customers, and senior stakeholders.
Excellent customer-facing skills, with a professional, empathetic, and solutions-oriented approach to every interaction.
Superior written and verbal communication skills, enabling clear and effective engagement across all levels of the organisation.
Exceptional attention to detail and analytical rigour, with a disciplined approach to problem-solving and decision-making.

Exp in Telco or ISP environment is highly regarded and will be considered a significant advantage.
Experience working in or supporting Australian government or public sector environments, including familiarity with relevant security and compliance frameworks.
Demonstrated involvement in large-scale network transformation, migration, or modernisation projects within enterprise settings.
Relevant industry certifications such as CCNP, JNCIP, Fortinet NSE, or ITIL Foundation are highly desirable.

📌 TechOps Technical Specialist (Level 4) (India)
🏢 TRIGENT SOFTWARE PRIVATE
📍 India