## Join our Team
About this Opportunity
We are looking for an experienced Technical Lead- IP to join our Managed Services Operations team. In this role, you will act as the technical escalation point for complex network incidents and operational activities, ensuring high network availability, timely incident resolution, and adherence to Service Level Agreements (SLAs). You will leverage your deep expertise in IP networking, troubleshooting, fault management, and automation to drive operational efficiency, enhance service quality, and deliver an excellent customer experience.
What you will do
- Act as the technical escalation point for critical incidents and activities requiring advanced technical expertise, including providing 24/7 operational support and on-call availability.
- Monitor ITSM ticket queues, prioritize and distribute tickets effectively to maintain Mean Time to Restore (MTTR).
- Perform alarm analysis, network operations, maintenance, troubleshooting, and Change Request implementation across IP Core (Routers and Firewalls) and IP RAN (Routers and Switches) networks.
- Drive end-to-end fault management, investigate and resolve customer and L1/L2 escalations, and coordinate with vendor support for complex technical issues.
- Identify root causes of P1/P2/P3/P4 incidents, recommend corrective actions, and support Root Cause Analysis (RCA) and customer-facing incident closures.
- Provide second-level technical support for alarm, event, and KPI-related issues.
- Collaborate closely with Performance and Problem Management teams to ensure KPI and SLA compliance and meet customer expectations.
- Work with Field Operations teams to resolve hardware failures, node unavailability, and other field-related network issues.
- Ensure timely service restoration, proactively identify potential failures, and minimize service disruptions to maintain high network availability.
- Conduct network health checks, manage backups, and troubleshoot identified deviations.
- Review and track MIR, CSR, and daily/weekly operational reports.
- Drive automation initiatives to improve operational efficiency and service delivery.
- Manage technical governance with internal and external customers, third parties, and vendors.
- Drive technical competency enhancement within the team and support capacity management and reporting to prevent potential capacity breaches.
- Ensure compliance with SLA, WLA, and OLA requirements.
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You will bring
- B.Tech. or an equivalent relevant full-time degree from a recognized university.
- Minimum 8+ years of relevant experience in the IP Networking domain, preferably in Telecom Managed Services Operations.
- Strong expertise in IP networking protocols and technologies, including OSPF, ISIS, BGP, MPLS, LDP, L2VPN, L3VPN, MPLS-TE, RSVP, FRR, QoS, Segment Routing, EVPN, PBR, NTP, PTP, BFD, and SDN.
- Sound knowledge of switching technologies such as VLAN, STP, RSTP, MSTP, VRRP, and HSRP.
- Strong understanding of IP Security technologies, including ACL, IPSec, NAT, PAT, and CGNAT.
- Good understanding of Seamless MPLS, HVPN, IPRAN network solutions, and ISP networks, including Internet Peering.
- Telecom domain knowledge, including 2G, 3G, and 4G service flows and interfaces.
- Hands-on experience with networking products and technologies from Cisco, Juniper, and Nokia.
- Experience with firewall technologies and products such as Juniper, Palo Alto, F5, and FortiGate.
- Strong communication, stakeholder management, and customer-handling skills, with the ability to drive technical discussions and governance.
All academic credentials must be from recognized and accredited institutions and are further subject to verification.
