Job Summary

: The L3 Support Engineer / NRE is responsible for providing advanced technical support, troubleshooting complex infrastructure and application issues, ensuring system stability, reliability, and performance. The role involves root cause analysis, incident resolution, proactive monitoring, automation, and collaboration with vendors, project teams, and business stakeholders.

Key Responsibilities

Incident & Problem Management • Act as the highest level of technical escalation (L3 support). • Investigate and resolve critical production incidents. • Perform root cause analysis (RCA) and implement preventive measures. • Participate in Major Incident Management (MIM) activities. • Ensure compliance with SLA and KPI targets. Infrastructure & Network Support • Support enterprise network infrastructure including LAN, WAN, SD-WAN, VPN, and Wireless. • Manage routers, switches, firewalls, and load balancers. • Monitor network performance and availability. • Troubleshoot connectivity, latency, and security issues. System Reliability • Ensure high availability of business-critical services. • Conduct capacity planning and performance tuning. • Implement monitoring, alerting, and automation solutions. • Drive continuous service improvement initiatives. Change & Release Management • Review and implement infrastructure changes. • Participate in CAB (Change Advisory Board) meetings. • Validate change impacts and rollback procedures. • Support production deployments and releases. Documentation & Knowledge Management • Create technical documentation, SOPs, and runbooks. • Maintain network diagrams and infrastructure inventories. • Update knowledge base articles and troubleshooting guides. Security & Compliance • Ensure adherence to security standards and policies. • Support vulnerability remediation activities.



• Assist during security audits and compliance reviews. Stakeholder Management • Coordinate with application teams, vendors, and business users. • Provide technical guidance to L1 and L2 support teams. • Participate in client and management review meetings.

Skill Requirements

Networking • TCP/IP, DNS, DHCP, Routing & Switching • BGP, OSPF, VLANs, VPN • Cisco, Juniper, Aruba, Fortinet, Palo Alto Operating Systems • Windows Server • Linux Monitoring Tools • SolarWinds • PRTG • Zabbix • Nagios • Dynatrace • Splunk Cloud Technologies • Microsoft Azure • AWS • Google Cloud Platform (Preferred) Automation & Scripting • PowerShell • Python • Bash scripting IT Service Management • ServiceNow • Jira • ITIL Framework ________________________________________ Qualifications • Bachelor’s degree in computer science, Information Technology, Network Engineering, or related field. • 5-10 years of experience in IT Infrastructure, Operations, or Network Support. • Experience working in a 24x7 production support workplace. ________________________________________ Preferred Certifications • ITIL Foundation • CCNA / CCNP • Microsoft Azure Administrator • AWS Solutions Architect Associate • Fortinet NSE • Palo Alto PCNSE

Other Requirement : • Advanced troubleshooting skills • Analytical and problem-solving ability • Incident management expertise • Excellent communication skills • Stakeholder management • Mentoring capabilities • Ability to work under pressure during critical incidents

Must Have Skill

Program & Project Management

Good to Have Skill

Other Requirements

Advanced troubleshooting skills • Analytical and problem-solving ability • Incident management expertise • Excellent communication skills • Stakeholder management • Mentoring capabilities • Ability to work under pressure during critical incidents

📌 Track Manager - Program & Project Management (India)
🏢 HCLTech
📍 India