Network Operations Team Lead (L2)

About the role

The L2 Network Operations Team Lead is responsible for overseeing the 24/7 network operations team, ensuring service delivery excellence, SLA compliance, incident governance, operational reporting, and continuous improvement of network services. The role acts as the primary technical and operational lead for managed network infrastructure and UPS support services.

Key responsibilities

• Lead and manage the Network Operations team across L1 and L2 support functions
• Ensure 24/7 monitoring and support services meet contractual SLA requirements
• Drive operational excellence and continuous service improvement initiatives
• Coordinate major incident management and service restoration activities
• Provide technical oversight for routers, switches, firewalls, IPS/IDS/NAC systems, load balancers, wireless infrastructure, media converters, and UPS systems
• Review and approve technical changes, maintenance activities, and implementation plans
• Guide engineers on complex troubleshooting and problem resolution
• Lead major incident response and stakeholder communications
• Conduct root cause analysis reviews and implement preventive measures
• Own monthly SLA, performance, preventive maintenance, and incident reports

Requirements

• Relevant qualifications in Information Technology, Network Engineering, Computer Science, or related discipline
• 5+ years of network infrastructure experience, with at least 2 years in a lead or supervisory role
• Strong expertise in enterprise networking, network security, and managed services operations
• Proven experience managing 24/7 operational teams and service delivery
• Strong stakeholder management and communication skills
• CCNP/CCIE, JNCIP/JNCIE, NSE, PCNSE, or equivalent certifications (preferred)
• ITIL Foundation or higher certification (preferred)
• Experience supporting government, critical infrastructure, or large enterprise environments (preferred)