Sr Technical Lead (Support & Operations)

Job Summary

Role: Network Security Engineer – Level 2

Summary

The Network Security Engineer (Level 2) provides operational support and advanced troubleshooting for enterprise network and network security environments. The role is responsible for maintaining network availability, security, stability, and performance across Campus, Branch, WAN, Data Center, Cloud, and Security infrastructures.

The engineer acts as the primary escalation point from Level 1 support, handling complex incidents, security events, service requests, and change implementations while collaborating with Level 3 SMEs, OEMs, ISPs, cloud providers, and security teams. The role also contributes to continuous service improvement, compliance adherence, automation initiatives, and operational excellence.

Key Responsibilities

Key Responsibilities

1. Provide Level 2 support for enterprise network and security operations across LAN, WAN, WLAN, Data Center, Cloud, and Security environments.
2. Act as the escalation point for incidents and service requests unresolved by Level 1 teams.
3. Troubleshoot network connectivity, routing, switching, and security-related issues and coordinate escalation to Level 3 when required.
4. Monitor network and security infrastructure to ensure service availability, reliability, and performance.
5. Support Cisco ACI fabric operations, including health monitoring, fault analysis, EPG validation, and routine operational activities.
6. Manage and troubleshoot routing and switching technologies including VLANs, VRFs, OSPF, BGP, and QoS under defined operational procedures.
7. Support WAN, Internet, MPLS, SD-WAN, VPN, and hybrid connectivity services.
8. Administer and troubleshoot firewall, proxy, VPN, NAC, and secure access solutions, including policy implementation and security incident response.
9. Support F5 Load Balancer administration including VIP management, pool monitoring, SSL certificate renewal, and HA validation.
10. Manage DDI services including DNS, DHCP, and IPAM administration.
11. Support AWS networking components including VPCs, Route Tables, VPNs, Security Groups, NACLs, Transit Gateway, and Direct Connect.
12. Participate in incident management, problem management, and Root Cause Analysis activities.
13. Implement approved network and security changes, standard configurations, upgrades, and maintenance activities.
14. Coordinate with OEMs, TAC teams, ISPs, and service providers for issue resolution.
15. Perform configuration reviews, compliance validation, audit support, and remediation tasks.
16. Maintain and enhance operational documentation, knowledge articles, and standard operating procedures.
17. Support automation, monitoring, observability, and self-healing initiatives.
18. Provide technical guidance to Level 1 engineers and assist in knowledge transfer activities.
19. Participate in on-call rotation and major incident support as required.
20. Ensure adherence to ITIL processes, regulatory requirements, security policies, and operational standards.

Skill Requirements

Technical Skills

1. Enterprise Routing & Switching: Strong knowledge of Cisco Nexus, Cisco Catalyst, Routing & Switching, VLANs, VRFs, BGP, OSPF, QoS, and network segmentation.
2. Data Center Networking: Experience supporting Cisco ACI fabric environments, including fabric health monitoring, EPG validation, fault analysis, leaf switch troubleshooting, and operational support.
3. Network Security Platforms: Hands-on experience with Palo Alto, Check Point, Cisco FTD/ASA, Fortinet, and Azure Firewall technologies including policy administration and troubleshooting.
4. Secure Access & Identity Services: Knowledge of Cisco ISE, VPN technologies, NAC solutions, secure remote access, MFA integrations, and policy-based access controls.
5. Web Security & SSE Technologies: Experience supporting Zscaler (ZIA/ZPA), Bluecoat Proxy, Secure Web Gateway (SWG), and enterprise internet security solutions.
6. WAN & Connectivity Solutions: Support and troubleshooting of WAN, MPLS, SD-WAN, Internet, VPN, and hybrid connectivity environments.
7. Application Delivery & Load Balancing: Working knowledge of F5 BIG-IP LTM, GTM, SSL certificate management, VIP and pool administration, high availability, and failover validation.
8. DDI Services: Experience managing Infoblox/BloxOne platforms, DNS, DHCP, and IP Address Management (IPAM).
9. Cloud Networking: Hands-on support for AWS networking services including VPCs, Route Tables, Transit Gateway, Direct Connect, VPNs, Security Groups, and NACLs.
10. Network Monitoring & Observability: Experience with Datadog, Grafana, BMC Helix, and enterprise monitoring platforms for proactive fault detection, alert management, and performance monitoring.
11. Automation & Infrastructure Operations: Knowledge of Ansible Automation Platform, network automation concepts, configuration management, scripting fundamentals, and self-healing workflows.
12. ITSM, Compliance & Governance: Understanding of ITIL processes including Incident, Problem, Change, and Release Management, along with audit, compliance, governance, and risk management requirements.

Soft Skills

1. Strong troubleshooting and analytical skills.
2. Ability to diagnose and resolve complex operational issues.
3. Effective verbal and written communication skills.
4. Strong customer and stakeholder management capabilities.
5. Ability to perform under pressure in production environments.
6. Good collaboration and teamwork skills.
7. Vendor and OEM coordination experience.
8. Strong documentation and knowledge management discipline.
9. Continuous learning mindset and willingness to adopt new technologies.
10. Attention to detail and commitment to operational excellence.
11. Proactive approach to service improvement and automation opportunities.
12. Ability to prioritize tasks and manage multiple operational activities.

Other Requirements

Experience & Qualifications

• 6–8 years of experience in Network and Network Security Operations.
• Experience supporting enterprise environments across Data Center, Campus, WAN, Cloud, and Security domains.
• Hands-on experience in troubleshooting and supporting firewalls, routing, switching, VPNs, load balancers, DDI platforms, and cloud networking.
• Experience working in 24x7 managed services or enterprise operational environments.
• Exposure to large-scale production environments with defined SLAs and ITIL-based operational processes.

Preferred Certifications

• Cisco CCNP Enterprise
• Cisco CCNP Security
• Palo Alto PCNSA / PCNSE
• Fortinet NSE / FCA