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Tier-1 brand, metro location, and mid-level technical role increase applicant competition.
Core networking and vendor-specific skills make cross-industry transfer moderately constrained.
Mandatory vendor certifications and specific network skillset raise screening strictness.
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Ensure continuous operation of clients' IT infrastructure by proactively monitoring, identifying, and resolving technical incidents and problems as second-line support.
Manage incident and request tickets of medium complexity, maintaining SLAs, escalating as needed, and coordinating with Centers of Excellence and other teams.
Contribute to project work, automation efforts with automation teams, change management activities, trend analysis, and client infrastructure monitoring including disaster recovery support.
Proficiency with technologies including Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and ticketing tools.
Possess at least one technical certification in the mentioned technologies.
Bachelor's degree or equivalent qualification in IT/Computing or equivalent work experience.
Work Experience Required: Not explicitly mentioned in the JD; Workplace type: On-site.
Experienced in providing second-line network operations support with ability to manage incident lifecycle in line with SLAs and escalate appropriately.
Comfortable adapting and planning in dynamic environments while collaborating across multicultural teams and clients.
Capable of driving automation and optimization initiatives and supporting change management and client escalations effectively.