Assistant Manager - Network Infrastructure

Role : Asst. ManagerNetwork Services

Key Responsibilities :

- Handle escalations from L1 and L2 network support teams and resolve complex network issues.

- Design, deploy, and manage robust LAN, WAN, VLAN, VPN, Wi-Fi, and firewall infrastructures across multiple BPO delivery centres.

- Monitor and analyse network traffic and performance using tools like SolarWinds, PRTG, and Wireshark.

- Administer and optimize Fortinet, Cisco, and Sophos firewalls for security, policy enforcement, and high availability.

- Maintain and troubleshoot VoIP and SIP network infrastructure (Genesys/Avaya/Free-SWITCH or similar platforms).

- Implement and maintain redundancy, failover, and DR strategies for mission-critical applications.

- Coordinate with ISP vendors, OEMs, and other stakeholders for provisioning, escalations, and upgrades.

- Perform network audits, capacity planning, and recommend improvements in alignment with SLA commitments.

- Maintain accurate documentation: network diagrams, IP schemas, and SOPs for incident handling.

- Ensure full compliance with ISO 27001, PCI-DSS, and internal IT security frameworks.

Required Skills & Qualifications :

- Bachelors degree in Information Technology, Computer Engineering, or a related field.

- 5 to 8 years of relevant experience in network engineering, preferably in a BPO or 24x7 operations environment.

Hands-on experience with :

- Cisco Catalyst/ISR Series Switches and Routers.

- Fortinet FortiGate and Forti-Manager.

- VPN Technologies (SSL, IPSec).

- Load Balancers (F5, HAProxy).

- VoIP and SIP Protocols.

- Expertise in network monitoring and analysis tools (SolarWinds, Nagios, PRTG).

- Industry certifications (preferred):

- CCNP (Enterprise/Security).

- Fortinet NSE 4/5.

- ITIL Foundation (optional).

- Knowledge of network automation and scripting (Python, Ansible) is a strong advantage.

- Familiarity with cloud networking (AWS VPC, Azure VNets) and SD-WAN is preferred.

Nice to Have :

- Experience supporting multi-site call centres.

- Exposure to ticketing platforms (e.g., ServiceNow, Fresh service).

- Prior involvement in ISO audits or BCP/DR drills.