About this role
The Lead – IT Operations (IC Level 3) is accountable for designing, implementing, and maintaining the organization’s infrastructure, including routers, switches, Wi-Fi controllers, access points, load balancers, and firewalls. This role involves close collaboration with internal teams to ensure optimal performance, security, and timely resolution of infrastructure-related issues.
Role & Responsibilities:
Provide top notch support for any network issues ranging from implementation of new networks, troubleshooting outages for On-prem and remote networks business users.Handle level-2 support for Incidents, Changes and Service requests related to all Network & Security servicesTechnical support for networking such as: WAN and LAN connectivity, Link load balancer, firewalls, wireless and security.Develop and maintain network documentation, including network topology and configuration information.Stay up to date with emerging trends and technologies in network & Security engineering.Performing network maintenance and system upgrades including service packs, patches, hot fixes, and security configurationsMonitor system resource utilization, trending, and capacity planning for network devices.Deployment of new Offices based on the requirement of the number of users for the specific location.Manage WiFi Controllers, Switches, Access Points (Ruckus) & Firewalls, such as Palo AltoRemote access solution implementation and support such as IPSEC VPN & Remote VPN.Hands-On executing the backup and restore of software and configurationMust identify, resolve and replace malfunctioning hardware/software related incidentsHands-on experience in defining, deploying/managing and troubleshooting the AAA mechanism for user authentication for device managementUnderstanding of DNS/DHCP.Ability to work with vendor support to resolve Operational and Project challenges.Respond to and resolve alerts and tickets generated from the monitoring system in a timely fashion.Create and Maintain record and maintain user support documentation (Knowledge Base) for Network & Security systemsMaintain accurate time and records in all service tickets as performed and ensure the tickets get resolved with the given SLA timelines.Communicate with customers/inter teams as needed regarding ticket progress, changes or agreed outages.Escalate service/incident requests that require L3 Engineer level support in a timely fashion to prevent breach of SLA & Outage to business.Work within a network team or with multiple stakeholders to implement and improve best practices to enhance the user's experience and optimize the operation task.Work with the Helpdesk Team to prioritize critical or high-impact network issuesProvide advanced troubleshooting support and guidance to ensure timely resolutionAct as the primary escalation point for complex network issues that are beyond the scope of the Helpdesk Team.Maintain clear and consistent communication with Helpdesk personnel during ticket investigations and updates.Experience with following:
Strong knowledge of Wireless/Wired LAN, WAN & Network Security infrastructureCandidate will be responsible for, but not limited to, the following: (Must Have)Configuration, deployment, monitoring, troubleshooting, and analysis of Wired & Wireless network, WAN and Firewall infrastructure servicesActively monitoring and reacting to real-time network conditions and leading improvement efforts in support of monitoring, performance, and reporting.Well exposed to handle operation, deployment, and monitoring in the Wired & Wireless, WAN and Firewall also good knowledge on standards such as wireless security mechanisms, network design principles, firewall technology, and wireless network control systems, with a primary focus on Ruckus/Aruba/Cisco/Palo Alto platforms.Hands-on experience implementing, upgrading/administering, and troubleshooting wireless controllers with an emphasis on Ruckus/Cisco/Palo Alto/Link Load Balancer devices.Should have good Debugging and Troubleshooting and log analysis skillsHands-on experience in defining, deploying/managing and troubleshooting the Authentication, Authorization, Accounting mechanism for user authenticationHands-On experience in integration of analytics tools with WiFi / LAN/ Firewall infrastructure for greater visibility and monitoring the traction happening with networksExcellent hands on knowledge of routing & switching technologies and troubleshootingHands-on experience & concept understanding in Firewalls like Palo Alto , PRISMA & Cisco
Must be well organized, responsible, and accountableMust be detail-oriented, quick to learn and self-motivatedStrong understanding of TCP/IP networking and routing protocols.Engineers must have good written, verbal and presentation skills to collaborate successfully with team, vendors, and stakeholders.Certification Requirements : (if any)CCNP Enterprise with network / securityPalo Alto Certification (PCNSE)Wireless certification CWNA / CWNPEducational qualifications: B.E. Degree, with any discipline. At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.