Role Overview : Support Level L2 Operations for Network (Connectivity), covering LAN/WAN, Data Centre Networks and Cloud Connectivity.

Role Purpose :

Provide L2 operational support for the client's network infrastructure, ensuring stable and reliable network services. Resolve network incidents and service requests, respond to monitoring alerts, perform network device configuration and troubleshooting, and escalate complex issues to L3 or vendors when required.

Key Responsibilities :

- Provide L2 support for LAN/WAN, data-centre networks and cloud connectivity services.

- Manage end-to-end network incidents from L1/L1.5 escalation through resolution and closure.

- Continuously monitor network devices and respond to alerts within committed service levels.

- Configure and troubleshoot Cisco routers and switches, WLAN controllers and F5/load-balancer infrastructure.

- Manage and troubleshoot dynamic routing configurations, network segmentation and IP addressing.

- Support data-centre and cloud network connectivity, including troubleshooting of connectivity issues.

- Assist with data-centre network planning, design and capacity planning activities.

- Resolve carrier-related network incidents and service requests and coordinate with carriers and OEMs for hardware-related issues.

- Apply industry best-practice network service design and methodologies to network device configuration and operations.

- Work with Network Security, Hosting, Cloud and other technology teams on cross-tower network issues.

- Maintain network operational documentation and contribute to SOP and knowledge-base updates.

Common Operational Responsibilities :

- Maintain ServiceNow tickets with clear investigation, resolution and closure notes.

- Participate in RCA reviews and contribute to corrective and preventive actions.

- Update SOPs and knowledge-base articles based on operational learnings.

- Collaborate with other technology towers on cross-domain incidents and service issues.

- Follow ITSM incident, problem and change management processes and committed service levels.

Tools Experience :

- Cisco routers and switches, WLAN controllers, F5 / load balancers, Enterprise network monitoring tools, ServiceNow, Cisco Catalyst Center, ThousandEyes, Datadog Monitoring.

Technologies :

- Cisco routing and switching, Dynamic routing protocols, IP addressing and network segmentation, Data-centre networking, Cloud network connectivity, Network monitoring and capacity planning, Python or Ansible scripting.

Key Skills :

- Strong L2 troubleshooting and incident-management capability.

- Cisco routing and switching operations and troubleshooting.

- Dynamic routing, IP addressing and segmentation.

- LAN/WAN, data-centre and cloud connectivity.

- WLAN controller and F5/load-balancer operations.

- Network monitoring, alert response and capacity planning.

- Carrier and OEM coordination.

- Automation/scripting using Python or Ansible.

- Strong documentation, communication and cross-team collaboration.

Preferred Certifications :

- Cisco CCNA / CCNP.

Working Environment :

The role operates in a 24x7 support environment and requires effective coordination with L1/L1.5 teams, L3 teams, technology towers, carriers/OEMs and client stakeholders as applicable.

Experience :

- 12+ years of experience in L2 network operations.

- Experience working in a 24x7 support environment.

- Strong experience in Cisco routing and switching troubleshooting.

- Hands-on experience with router, switch, WLAN controller and load-balancer configuration.

- Experience working with carriers and OEMs.

- Experience with ITSM incident, problem and change processes.

- Clear written and spoken English.