Role Summary
The Network Manager is responsible for overseeing day-to-day network operations for clients within strategic POD accounts. This role is a blend of technical expertise and people management (Techno-Manager), ensuring high stability, performance, and security of client network services.
The role also focuses on driving operational excellence, continuous improvement, and ensuring team members perform effectively to support business-critical client operations.
Key Responsibilities
Operations & Service Delivery
- Oversee day-to-day network operations for strategic POD clients
- Closely monitor escalations and ensure timely resolution
- Maintain strict oversight on Major Incidents and P1/P2 incidents
- Track and ensure adherence to SLA metrics (MTTA, MTTR, Availability)
- Review and govern network changes in line with change management processes
- Monitor backlog tickets and guide the team to reduce pending workload
Incident & Problem Management
- Lead Major Incident Management, bridge calls, and escalations
- Drive complex troubleshooting and ensure timely restoration of services
- Review and publish Root Cause Analysis (RCA) for critical incidents
- Act as Duty Manager to handle escalations and incident bridges
Technical Leadership & Governance
- Provide technical advice and guidance to team members
- Proactively review network performance and mitigate risks
- Drive lifecycle management (EOL/EOS hardware refresh and upgrades)
- Lead Vulnerability Management including Zero-day, Critical, and Medium vulnerabilities
- Ensure accuracy of network documentation, diagrams, runbooks, and CMDB records
Team Management & Development
- Lead, mentor, and manage network engineering teams
- Prepare and maintain shift rosters and on-call schedules
- Conduct regular 1:1 meetings with team members
- Organize and lead weekly team meetings
- Identify training needs and drive team upskilling initiatives
- Conduct performance reviews and evaluations as per review cycles
- Participate in handover meetings
Continuous Improvement & Automation
- Drive automation and AI initiatives to improve efficiency and reduce operational workload
- Promote best practices, process standardization, and operational maturity
Required Skills & Qualifications
- Bachelor’s degree in Computer Science, IT, or related field
- 10–15+ years of experience in network engineering with people management experience
Technical Expertise (Must Have)
- Routing & Switching: BGP, OSPF, EIGRP, VLANs, STP
- Network Security: Palo Alto, Fortinet, Check Point
- Load Balancing: F5, AVI (NSX ALB)
- Data Center Technologies: Cisco ACI, VXLAN, EVPN
- Strong troubleshooting and analytical skills
- Strong understanding of ITIL processes (Incident, Change, Problem Management)
Good to Have
- Cloud Networking: GCP, AWS, Azure
- Virtualization & SDN: VMware NSX (DFW, T0/T1, vSphere)
- Automation/AI knowledge (Python, Ansible, API-based integrations)
Tools Knowledge (Good to Have)
- ServiceNow
- Monitoring Tools: Entuity, TrueSight, vROPS
- Reporting & Documentation: Excel, PowerPoint
Soft Skills
- Strong leadership and team management capabilities
- Excellent stakeholder communication and escalation management
- Ability to perform under high-pressure situations and manage priorities effectively
- Proactive mindset with focus on continuous improvement and automation
Preferred Certifications
- Cisco: CCNA / CCNP / CCIE
- Palo Alto / Fortinet certifications
- Cloud certifications (AWS / Azure / GCP)
- ITIL Foundation or higher
Key Success Metrics (KPIs)
- SLA adherence (MTTA, MTTR, Availability)
- Reduction in incident recurrence and backlog
- Successful Major Incident handling and RCA quality
- Team performance and skill development
- Automation adoption and operational efficiency gains
We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.
