Job Purpose: The NOC Shift Leader / L2 Network Engineer combines high-level L2 network trouble shooting with operational shift oversight at our Pune Delivery Center. This role leads the active shift team, manages critical incident escalations (P1/P2), ensures strict adherence to ticket SLAs, and executes advanced network maintenance across global enterprise routers, switches, firewalls, and SD-WAN networks.

The NOC Shift Leader is responsible for the operations and maintenance of the Network consisting of a wide range of platforms, systems, applications and perform the following duties:

Key Responsibilities

Shift Leadership & Operational Management

 Lead and supervise assigned shift personnel (L1 monitoring engineers and service desk

analysts) to ensure smooth 24/7 NOC operations.

 Monitor real-time queue health, ticket distribution, and response/resolution SLAs across

all incoming network incidents and service requests.

 Oversee shift handover processes, ensuring pending outages, high-priority tickets, and

planned maintenance activities are seamlessly transferred without gaps.

 Mentor, train, and conduct knowledge-sharing sessions for L1 staff to improve first-

contact resolution rates and SOP quality.

 Monitor voice infrastructure health, trunk utilization, and voice traffic trends using

monitoring platforms.

Advanced L2 Troubleshooting & Incident Management

 Serve as the technical escalation point for L1 engineers on non-SOP, complex, or

degraded-performance network events.

 Handle escalated tickets from Tier 1 support regarding call quality, SIP registration

issues, trunk dropouts, IVR misrouting, and softphone errors.

 Identify and resolve Mean Opinion Score (MOS) degradation caused by jitter, packet

loss, or latency on voice VLANs.

 Diagnose and resolve complex routing, switching, security policy, and link connectivity

issues.

 Lead major incident bridges (P1/P2 outages), collaborating with L3 architecture teams,

vendor support engineering, and internal stakeholders to drive rapid MTTR (Mean Time

to Restore).

 Perform technical Root Cause Analysis (RCA) and generate Post-Incident Reports (PIR)

for major outages.

 Configure SBC firewall policies, access control lists (ACLs), and anti-toll fraud rules to

safeguard against unauthorized access and SIP scanning attacks.

Network Maintenance & Change Execution

 Configure and maintain IP PBX core features: dial plans, trunk routing, IVR menus, ring

groups, call queues, call recording, and voicemail-to-email routing.

 Provision and manage SIP trunks, ISDN PRIs, and FXS/FXO gateways across distributed

office locations.

 Review, approve, and execute low-to-medium risk Change Requests (CRs) during

maintenance windows (e.g., firmware upgrades, ACL updates, VLAN additions, device

reboots).

 Perform routine health audits, capacity checks, and configuration backups across

network infrastructure.





 Execute routine system maintenance, configuration backups, software updates, and

security patch management.

 Configure SBC firewall policies, access control lists (ACLs), and anti-toll fraud rules to

safeguard against unauthorized access and SIP scanning attacks.

 Coordinate with network engineering teams to verify Voice VLAN tagging (802.1Q) and

Quality of Service (QoS / DSCP EF 46) policies on switches and routers.

The Work: Key Essentials

 Day to day operations management and provide direct supervision

 Establish and maintain Service Level Agreements (SLA) with internal and external

customers and ensure the SLA standards are maintained.

 Weekly executive summary of the SLA measurement, program achievements and root

cause analysis when SLA targets are not achieved.

 Identifies faults, raise trouble tickets and provides resolution of complex problem

requests. Escalate from the previous tiers when necessary.

 Proficient in the technical administration, support of diverse and tightly integrated

systems including LINUX, Windows and modern monitoring applications.

 Act as the subject matter expert for the Client’s Network, Data services and to help

troubleshoot specific capacity and performance issues.

 Develop and maintain capacity and performance metrics to track overall server and

storage infrastructure trends.

 Supervise the daily work of all database, applications, and server administration staff to

ensure optimum performance.

 Enforce, maintain, and document compliance, maximum uptime and performance with

all established standards for the data center systems, including storage, LAN/WAN, and

server systems.

 Continually focus efforts on automation of the Network Operation Centre.

 Participate in the construction and reporting of relevant Network Operation Metrics to

senior management.

 Assist in developing policies and procedures to meet service expectations and quality for

network operations.

 Ensure that periodic checks of systems not under direct monitoring occurs. This includes

the checking of event logs, services, and actually launching the console

Vendor & Telecom Management

 Escalate complex circuit/hardware failures to major carriers and hardware OEMs (Cisco

TAC, Fortinet, Palo Alto, Juniper).

 Drive vendor accountability regarding SLA compliance, field technician dispatch, and

hardware RMA turnaround.

 Support integrations between IP PBX platforms and CRMs (Salesforce, Zoho), Call Center

suites, or UC solutions (Microsoft Teams Direct Routing,



Zoom Phone).

 Log, track, and manage service escalations with Telecom Service Providers (e.g., du,

Etisalat, AT&T, Vodafone) for circuit outages or carrier-side SIP errors.

 Maintain detailed technical documentation, operational runbooks, and incident post-

mortems in the Knowledge Base.

 Other duties as may be assigned by management

Required Qualifications & Experience:

Education: B.E. /B.Tech/ BCA, or MCA degree from a recognized institution.

Experience: 5 to 6 years of hands-on experience in Network Operations, with at least 2

years in an L2 technical capacity or senior shift coordination role.

Certifications (Mandatory / Highly Preferred):

o Cisco Certified Network Professional (CCNP Enterprise / Routing & Switching /

Security) — Mandatory or near completion.

o ITIL v4 Foundation — Preferred.

o Firewall certifications (Fortinet NSE 4/5, Palo Alto PCNSA) or SD-WAN credentials

are solid advantages.

Technical Skills & Competencies

 Routing & Switching: In-depth knowledge of BGP, OSPF, EIGRP, MPLS, VxLAN, Spanning

Tree Protocol (STP), HSRP/VRRP, and VXLAN.

 Firewalls & Security: Working knowledge of Fortinet, Palo Alto, Cisco ASA/FTD, and

Checkpoint firewalls (NAT rules, IPsec/SSL VPN tunnels, security policies).

 Wireless & SD-WAN: Experience managing enterprise wireless controllers (Cisco

Catalyst Center/DNA Center, Aruba) and SD-WAN solutions (Cisco Viptela, Fortinet SD-

WAN, Silver Peak).

 Monitoring & ITSM Platforms: Advanced usage of ServiceNow, Remedy, SolarWinds,

PRTG, Zabbix, or Splunk.

 Protocols: Strong command of SIP, RTP/RTCP, SDP, H.323, TCP/IP, DNS, DHCP, and

NAT traversal (STUN/TURN/ICE).

 PBX Platforms: Proficiency in at least two major systems: 3CX, Cisco Call Manager

(CUCM), Asterisk/FreePBX, Avaya IP Office, or Grand stream.

 SBCs &Gateways;: Experience with SBCs (AudioCodes, Ribbon/Sonus, Sansai) and media

gateways.

 Diagnostics: Advanced Wireshark packet analysis for voice signaling and media

pathways.

 Networking: Solid working knowledge of VLANs, QoS, routers, and firewalls.

Leadership & Communication Skills:

 Crisis Management: Ability to stay calm and assertive during high-pressure network

outages and client-facing escalation bridges.

 Communication: Excellent verbal and written English communication skills for drafting

technical executive summaries, conducting client calls, and leading shift bridge

meetings.

 Analytical Skills: Strong diagnostic capability to isolate issues using packet captures

(Wireshark), log analysis, and CLI outputs.

What We Offer

 Compensation Package: Competitive Fixed Salary + Shift Leadership Allowance + Any

other Allowance if Applicable

 Career Growth:

Defined career progression roadmap toward NOC Operations Management, L3

Support

Pay: ₹45,000.00 - ₹968,000.00 per month

Work Location: In person

📌 IT & NOC Shift Leader /Network Engineer (Pune)
🏢 Zen Interactive Technologies
📍 Pune