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Tier-1 brand plus metro location but specialized senior role yields medium competition.
Role requires niche firewall, networking, and security escalation expertise, so background fit sensitivity is high.
Explicit 7+ years plus deep network/security and cloud troubleshooting requirements imply high shortlisting strictness.
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Lead and manage critical Sev1/Sev2 incident 'war rooms' to resolve complex technical blockers involving cloud infrastructure, distributed systems, and networks.
Perform deep-dive diagnostics, root cause analysis, and liaise with customers and internal engineering teams to validate permanent bug fixes and improve product quality.
Serve as a focal point for escalation status updates to internal stakeholders and drive product/serviceability improvements, including mentoring junior engineers.
Bachelor's degree in BE/B.Tech or equivalent technical graduation is mandatory.
At least 7 years of industry experience in IT with relevant experience in support service, technical support, or troubleshooting roles.
Deep knowledge of networking protocols (Layer 1-7 OSI model), dynamic routing (BGP/OSPF), cybersecurity solutions including firewall and VPN technologies, and tools such as Wireshark for packet capture analysis.
Work Experience Required: 7+ years; Notice Period: Not explicitly mentioned; Location: Works primarily from office full-time with some flexibility; Visa Sponsorship: Not provided.
Senior engineer with a strong background in both customer management and technical troubleshooting within telecommunications and internet traffic domains.
Experienced in handling escalations involving network security, cloud environments (AWS, Azure, GCP), and remote access VPN solutions with proficiency in Linux and Python.
Proactive in identifying process improvements for escalation management and capable of coordinating cross-functional teams under pressure to deliver customer get well plans.