Job Title: Senior Mobility Telecom, Network Operations & Major Incident Lead

Experience Required : 10+ years of relevant experience in enterprise network operations, telecom infrastructure support, major incident management, service operations or a comparable global production-support environment.

Role Purpose: -

The Senior Mobility Telecom, Network Operations & Major Incident Lead will provide end-to-end technical and operational leadership for a global retail telecom and network environment supporting Mobility and E-Mobility services.

The role will act as a senior technical authority and operational integrator across internal support teams, network and telecom suppliers, application teams, service providers, business stakeholders and incident-management functions. The successful candidate will be responsible for maintaining network stability, leading the resolution of complex incidents, coordinating major incidents, overseeing infrastructure changes, driving root-cause analysis and improving the overall reliability, security and performance of the service.

The role requires robust ownership across a highly integrated support landscape where telecom, network, payment, loyalty, site systems and central applications cannot be managed as isolated service components.

Key Accountabilities:-

1. Global Telecom and Network Operations.

2. Incident and Major Incident Management.

3. Advanced Troubleshooting and Technical Investigation.

4. Root-Cause and Problem Management.

5. Change, Migration and Implementation Support.

6. Network Architecture and Design Assurance.

7. Firewall, Security and Access Governance.

8. Supplier and Stakeholder Management.

9. Monitoring and Service Improvement.

10. Documentation and Operational Readiness.

11. Team Leadership and Capability Development.

12. Reporting and Executive Communication.

Mandatory Experience

The successful candidate should demonstrate:

- A minimum of 10 year's experience in enterprise telecom, network engineering, network operations, infrastructure operations or a closely related discipline.
- Significant experience supporting large, business-critical, geographically distributed production environments.
- Strong operational experience with enterprise routers, switches, firewalls, VPNs and network-security technologies.
- Advanced troubleshooting experience across multiple infrastructure and application layers.
- Practical experience using packet-capture or network-sniffer tools for protocol-level troubleshooting.
- Experience with multiple routing protocols and complex interconnected networks.
- Experience leading high-priority incidents and coordinating technical recovery across multiple resolver groups.
- Experience working with external telecom providers, managed-service suppliers and third-party technology vendors.




- Experience conducting Root Cause Analysis and managing corrective and preventive actions.
- Experience assessing, planning and supporting infrastructure changes, migrations and implementations.
- Experience reviewing network architecture and technical designs.
- Experience producing detailed technical, operational and process documentation.
- Experience supporting 24x7 production services and participating in on-call arrangements.
- Experience leading technical meetings and communicating with both technical and non-technical stakeholders.
- Working knowledge of Unix/Linux and Windows operating environments.
- Strong proficiency with Microsoft Office applications and network-diagramming tools such as Visio.

The contracts network-engineering description calls for senior Cisco router, switch and firewall expertise, Unix/Linux and Windows knowledge, packet-level troubleshooting, routing-protocol experience, network design, documentation, project management and international-team experience.

Preferred Experience

The following experience would be advantageous:

- Retail, forecourt, payment, loyalty, mobility or E-Mobility technology environments.
- Payment-related or PCI-controlled network environments.
- Global multi-site connectivity supporting large numbers of distributed locations.
- Major Incident Management within an ITIL-aligned service organization.
- ServiceNow or a comparable enterprise service-management platform.
- Network and application monitoring platforms such as SolarWinds and Dynatrace.
- Zscaler or comparable secure-access and network-security services.
- Data-centre network infrastructure and controlled third-party access.
- User Access Management processes for external or business-critical applications.
- Operational support for services spanning network, site systems, payment platforms, loyalty platforms and central applications.
- Supplier-performance management within a multi-vendor operating model.
- Project management or technical workstream leadership.
- Network automation, operational analytics or monitoring automation.

These preferences reflect technologies and operational activities directly named in the scope, including SolarWinds, Dynatrace, Zscaler, ServiceNow-related ticketing, data-center access, UAM and multi-supplier service integration.

Technical Competencies

- Enterprise routing and switching
- Firewall and network-security management




- VPN and secure connectivity
- Packet capture and traffic analysis
- Network architecture and design review
- Telecom and carrier-service operations
- Network and application monitoring
- Incident and Major Incident Management
- Problem Management and Root Cause Analysis
- Change and release risk assessment
- ServiceNow or equivalent ITSM platforms
- Unix/Linux and Windows operating systems
- Technical documentation and network diagrams
- Data-centre network operations
- Third-party access and infrastructure governance
- PCI and information-risk support
- Supplier and vendor technical management
- Operational reporting and service improvement

Behavioural Competencies:-

- End-to-end ownership: Takes accountability from issue identification through service restoration, documentation and preventive action.
- Calm under pressure: Leads complex technical situations effectively during high-impact incidents.
- Analytical thinking: Uses technical evidence and operational data to isolate faults and validate conclusions.
- Attention to detail: Maintains accuracy across configurations, tickets,communications and technical documentation.
- Stakeholder awareness: Adapts communication to technical teams, suppliers, service managers and business leadership.
- Supplier assertiveness: Challenges suppliers constructively and drives delivery against agreed obligations.
- Collaboration: Works effectively across geographical, organisational and supplier boundaries.
- Decision-making: Makes risk-based technical and operational decisions with incomplete but evolving information.
- Continuous improvement: Identifies recurring weaknesses and converts operational learning into sustainable improvements.
- Communication: Produces clear, concise and professional written and verbal communications in English.
- Leadership: Coaches team members, establishes standards and creates clarity during complex situations.
- Customer and business focus: Understands how telecom and infrastructure disruptions affect retail sites, customers and business services.

Education and Certifications:-

Essential: -

- Bachelors degree in Computer Science, Information Technology, Telecommunications, Electronics, Engineering or an equivalent technical discipline.
- Equivalent significant professional experience may be considered where permitted by the organizations recruitment policy.

Preferred: -

- Cisco professional-level certification or comparable enterprise networking certification.
- ITIL Foundation or higher mandatory.
- Network-security or firewall certification.
- Cloud Networking certification.
- Project management or Agile delivery certification.

The source identifies professional certifications as advantageous but does not mandate a specific certification.

📌 Senior Mobility Telecom, Network Operations & Major Incident Lead (Chennai)
🏢 CGI
📍 Chennai