Network Manager L2/L3 SME & Network Architecture Lead

Location: Noida or Gurugram, India

Shift: Evening/Night Shift (5:30 PM – 2:30AM)

Both side Cab facility will be provided

Experience Required: 10+ years in networking

Employment Type: Full-time

About the Role

We are looking for a Network Manager who is both a hands-on L2/L3 Subject Matter Expert (SME) and a proven people leader. You will own network architecture, stability and roadmap for our voice-led KPO/BPO operations, lead the network engineers and IT SWAT team, and remain the final technical escalation point for the toughest issues.

You are accountable for outcomes, not only fixes: uptime, voice quality, team capability and client confidence in our network. You will balance deep technical credibility with strong communication and people management.

Environment You Will Own

- Firewall: SonicWall (primary + secondary/HA), dual ISP, IPSec site-to-site VPN to client peer IP
- Switching: approx. 15 L3/core devices and 100 L2 access switches
- Wi-Fi: approx. 30 access points
- Servers: approx. 10 servers
- Voice: Vonage DID over internet, VDI-based agent desktops
- Locations: 3 sites (Noida 2, Gurugram)
- Monitoring: Zabbix, OPManager (distributed, proxy per site) with SNMP, syslog and scripted path monitoring

Key Responsibilities

Network architecture and strategy

- Own the end-to-end network architecture across three sites: WAN/ISP design, dual-ISP and SonicWall HA failover, IPSec VPN to client peers, L3 core and L2 access design, Wi-Fi, and the VDI and voice traffic paths.
- Define and maintain the network roadmap, capacity plan and lifecycle/refresh plan, with business cases and budgets for IT leadership.
- Lead design reviews for new sites, recent client onboarding, client-mandated connectivity and security requirements, and changes to voice infrastructure.
- Align the network design with global client security, compliance and audit expectations (for example ISO 27001 and client-specific requirements).

L2/L3 SME and escalation ownership

- Be the final technical authority for firewall, switching, VPN, WAN, VDI connectivity and voice-path issues, and decide whether an issue is fixed on the spot or escalated to a vendor or ISP.
- Lead triage and the incident bridge on major disruptions, isolating LAN, WAN, VPN, firewall, VDI or carrier-side causes while giving clear updates to leadership and client stakeholders.
- Diagnose complex IPSec VPN problems (Phase 1/Phase 2 failures, IKE negotiation errors, SA lifetime mismatches, DPD misconfiguration) and interpret traceroute/MTR output and firewall and switch logs.




- Own root cause analysis and problem management for recurring issues, and track permanent fixes to closure instead of repeating quick fixes.

Voice quality and resilience

- Own voice-quality escalations (jitter, packet loss, MOS, one-way audio, call drops) and decide whether the fix is internal (QoS, shaping, configuration) or needs Vonage engagement.
- Design, tune and validate QoS so voice (RTP/SIP) is prioritised on shared internet links.
- Validate dual-ISP failover behaviour and confirm the VPN and voice services re-establish cleanly after a failover.

Monitoring, reporting and governance

- Own the Zabbix monitoring strategy: templates, triggers, severity mapping (P1–P4), dependencies and escalation actions, plus VPN tunnel and MTR/path monitoring to the client peer IP and US voice/application endpoints.
- Own the weekly issue-trend report and client-facing service reviews: recurring root causes, closure status and permanent-fix proposals.
- Define and enforce incident, change and problem management processes (ITIL), change windows, runbooks, and network DR/BCP documentation.

Team leadership

- Lead, coach and develop the network engineers and the IT SWAT team across shifts: set goals, review performance, plan skills growth, manage rosters and coverage, and build succession.
- Build runbooks, escalation matrices and training so that one-engineer-per-shift coverage works without depending on a single person.
- Hire and onboard network talent, and set the standard for technical interviews and capability assessment.
- Build a blameless culture of root cause analysis and continuous improvement.

Vendor and stakeholder management

- Own the relationships and SLAs with SonicWall, ISPs and Vonage; manage escalations and provide input on renewals and contracts.
- Communicate with global clients, operations heads and IT leadership, explaining technical issues and trade-offs in business terms.
- Partner with Operations, Information Security and Infrastructure teams on changes, audits and client requirements.

Required Skills and Experience

- 12+ years in enterprise networking, with deep experience in the KPO/BPO/ITES industry or a similar voice-dependent, client-facing operation.




- Global experience: has supported or delivered networks for international clients and worked with multi-region stakeholders and teams.
- Proven network architecture capability: multi-site design with HA, dual-ISP, IPSec VPN and QoS for voice.
- Expert, credible hands-on L2/L3 knowledge: firewalls (SonicWall strongly preferred), switching, VLANs, inter-VLAN routing, STP and routing.
- Advanced IPSec VPN troubleshooting, and strong QoS and traffic-shaping knowledge for VoIP; Vonage or similar SIP trunk/DID experience is a plus.
- Practical experience with network monitoring platforms (Zabbix preferred; OpManager, PRTG, SolarWinds or similar): SNMP, traps, syslog, NetFlow, trigger and alert design.
- 5+ years of solid people management: building, coaching and rostering a team, handling performance, and growing capability.
- Excellent communication: confident with senior leadership and clients, calm and clear during incidents, and strong in written RCAs and reports.
- Working knowledge of ITIL incident, problem and change management, vendor and SLA management, and budgeting.
- Comfortable making independent decisions during evening/night operations.

Preferred Qualifications

- CCNP or CCIE; SonicWall certification (CSSA/CSNSA or advanced); ITIL Foundation or higher.
- Prior role as Network Manager or Network Lead in a global BPO/KPO.
- ISO 27001 awareness and exposure to client audits; exposure to cloud networking (Azure or AWS).
- Basic Linux and scripting (Bash/Python) for monitoring checks.

Key Performance Indicators

- Reduction in recurring incidents (VDI disconnects, network interruptions, latency) week over week.
- Mean time to resolve (MTTR) for escalated incidents.
- Voice quality indicators (jitter, packet loss, MOS) within agreed thresholds.
- VPN and WAN availability throughout
- Quality and timeliness of root cause analysis and weekly reporting.
- Monitoring quality: alert accuracy and low false-positive rate.
- Team health: shift coverage, runbook coverage, skills development and retention.
- Client and stakeholder satisfaction in service reviews.

What We Are Looking For A network leader who is still technical enough to be the final escalation point, and strong enough with people and stakeholders to run the team and the client conversation. Someone who thinks in architecture and root causes, communicates calmly under pressure, and turns every incident into a stronger network and a more capable team. If interested Kindly share your resume at [email protected]

📌 Network Manager (Gurugram)
🏢 NLB Services
📍 Gurugram