As a Technical Manager Associate, you will need a minimum of 8 years of experience in IT Infrastructure Service Delivery, including a minimum of 2 years in a technical leadership role managing and leading network infrastructure teams. You will manage and provide technical leadership to a team of senior and junior network specialists, ensuring the successful delivery of operational support and project initiatives.

Ensure alignment of solutions with business goals, operational standards, and industry best practices. Manage high-priority technical escalations and critical customer issues. Engage with customer leadership teams on strategic infrastructure discussions to identify the gaps and improvements and own Network Services Delivery and drive continuous improvement.

Key Responsibilities :

Team Leadership :

- Task management, tracking and reporting

- Resource planning and allocation for the operations and project activities

- Performance Management for direct reportees

- Facilitate the Learning and Development needs for the team

- Utilize staff strengths, mentor staff in weak areas and identify areas for improvements and training

- Plan and facilitate career growth for team members

- Managing and reporting teams productivity, engaging the team with new opportunities

- Hiring and onboarding new team members

Technical Leadership :

- Work on multiple projects and operational activities both as a lead and team member

- Responsible for leading and executing technical discoveries and deployment deliverables

- Establish best practices based configurations in support of customer requirements

- Assist the team with documentation like HLD, LLD, WBS, required for the project implementation

- Review the documentation like implementation, test and rollback plans for major and minor changes

- Review Project and Operations document, recommend the changes needed for any improvements

- Technical Consultation, POCs for internal or customer solution requirements

- Mentor junior resource for technical skill building

- Collaborate with other leads, support teams for the projects where multiple teams are involved

Process Leadership :

- Shift reports, worklog review and escalation

- Incident Management and reporting for the major incidents or issues

- Responsible for the delivery improvement and quality of the deliverables

- Responsible for Management Status Reporting

- Maintain documentation standards for accuracy and operational consistency across environments

- Provide architectural guidance across hybrid and multi-vendor environments

- Evaluate emerging technologies and recommend suitable adoption strategies

Customer Interaction :

- Interact with the various stakeholders on technology and process

- Attend customer CR review meetings to clarify any queries and get them approved

- Assist Service delivery managers for improvement in customer satisfaction

- Identify process and technological improvements to present to customers

- Assist delivery leads with representation during QBRs, technical and project meeting

Must-Have :

- Working experience managing and supporting enterprise network infrastructure

- Working experience managing customer, stakeholder relationships and reporting

- Must have prior experience of onsite - offshore delivery model and should have directly worked with US/European customers and colleagues

- Must have ITIL process knowledge

Technical Expertise :

- Expertise on enterprise Routing & Switching, WAN/SD-WAN, network routing protocols (BGP, OSPF, EIGRP)

- Hands-on experience with one or more enterprise network security technologies, including next-generation firewalls (Palo Alto, Fortinet, Cisco, Check Point), Zero Trust, SASE, ZTNA, NAC, DDoS protection, and security best practices

- Strong understanding of enterprise network architecture, high availability, resiliency, and disaster recovery principles

- Good working knowledge of wireless, load balancing, VPNs, hybrid and multi cloud networking (Azure/AWS) and network monitoring solutions

- Familiarity with network automation, logging, monitoring, and network infrastructure management tools

- Familiarity with integrating network solutions with enterprise platforms like Active Directory, NPS, RADIUS platforms for authentication and authorization

Good to Have :

- Good understanding of other infrastructure platforms like Virtualization, Monitoring, Cloud, Security

- Relevant industry certifications such as CCNP Enterprise, PCNSE, Fortinet NSE, Azure, or AWS are preferred

- Managing IT Infrastructure projects where multiple teams involved