Job Description

Key Responsibilities

• Serve as the Tier 3 technical escalation point for complex and high-priority incidents and change requests involving firewalls, routers, switches, VPNs, and other network/security technologies.
• Analyse and resolve recurring or critical issues escalated from L1/L2/L3 teams or directly from customers.
• Lead and execute advanced change requests, including complex firewall configurations, VPN tunnel setups, BGP/OSPF routing updates, and security hardening activities.
• Provide expert-level troubleshooting and root-cause analysis for major incidents, ensuring long-term resolutions and proper documentation of findings.
• Participate in technical discussions and guide internal teams and clients on design improvements, corrective actions, and best practices.
• Ensure all changes comply with established change management processes, including risk evaluations and rollback procedures.
• Maintain detailed documentation of infrastructure designs, configurations, and troubleshooting methodologies.
• Perform periodic health checks, performance evaluations, and security posture assessments across customer environments.
• Work closely with vendors and OEMs (Cisco, Fortinet, Palo Alto, etc.) to address bugs, firmware issues, and design enhancements.
• Participate in an on-call rotation to support after-hours emergencies.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.
• At least 8 years of experience in network and security support roles.
• Strong knowledge of network protocols such as TCP/IP, BGP, OSPF, and EIGRP.
• Hands-on experience with Cisco Catalyst, Cisco Nexus, and Cisco ACI.
• Proficiency in troubleshooting and managing Cisco security technologies including FTD firewalls, Cisco ISE, Secure Endpoint, and Email Gateways.
• Experience working with Fortinet, Palo Alto, and Check Point firewalls.
• Practical experience with Cisco SD-Access, SD-WAN, and DNA Assurance.
• Solid understanding of public cloud networking (AWS, Azure, OCI).
• Certifications such as CCIE, PCNSE, or NSE are highly desirable.
• ITIL Foundation certification is an advantage.
• Strong communication skills, with the ability to lead discussions and engage senior client stakeholders confidently.
• Excellent problem-solving, analytical, and decision-making skills under pressure.
• Ability to work independently and collaboratively with cross-functional teams.
• Clear and professional communication skills suitable for both technical and non-technical audiences.

FOR MORE INFORMATION
CONTACT Avinash Sirur

Skills Required