Sr Engineer - Customer Service Operations

Job Summary

We are seeking an experienced Branch Network L2 Engineer to support and manage enterprise branch network infrastructure across multiple locations. The ideal candidate should possess strong hands-on expertise in Routing Switching, enterprise network operations, incident management, and compliance-driven environments. The role involves ensuring high network availability, troubleshooting complex issues, implementing changes, and supporting branch network transformation initiatives while maintaining SLA compliance.

Key Responsibilities

• Manage day-to-day operations of enterprise branch network infrastructure.
• Provide L2 support for network incidents, service requests, and problem management activities.
• Troubleshoot complex Layer 2 and Layer 3 network issues within agreed SLAs.
• Configure, monitor, and maintain branch routers, switches, and WAN connectivity.
• Perform network health checks and preventive maintenance activities.
• Execute network changes, branch migrations, link upgrades, and device replacements through approved change management processes.
• Coordinate with ISPs and internal teams for WAN, MPLS, Internet, SD-WAN, and leased-line-related issues.
• Perform root cause analysis (RCA) for recurring incidents and recommend permanent corrective actions.
• Maintain network documentation, topology diagrams, IP addressing plans, and inventory records.
• Support vulnerability remediation and ensure compliance with enterprise security policies.
• Ensure all network devices comply with enterprise configuration standards and audit requirements.
• Participate in DR drills, network audits, compliance reviews, and security assessments.
• Support network monitoring tools and proactively address alerts before business impact.
• Work closely with L1, L3, security, server, and application teams for issue resolution.

Technical Skills
Routing Switching

• Strong hands-on experience with Cisco or Aruba enterprise switching platforms.
• Configuration and troubleshooting of VLANs, STP, RSTP, MSTP, EtherChannel, Port Security, and QoS.
• Hands-on knowledge of routing protocols including OSPF, EIGRP, BGP, and Static Routing.
• Experience with HSRP/VRRP/GLBP.
• Strong understanding of TCP/IP, subnetting, NAT, DHCP, DNS, and IPv4 addressing.
• Experience in LAN, WAN, MPLS, Internet, and VPN connectivity.

Enterprise Network Operations

• Incident, Change, Problem, and Service Request Management.
• Network monitoring tools such as SolarWinds, PRTG, ManageEngine, or similar.
• Configuration backup and restoration.
• Network performance analysis and optimization.
• Log analysis and troubleshooting using CLI.

Enterprise Compliance Governance

• Hands-on experience supporting enterprise audit and compliance requirements.
• Knowledge of ITIL processes and change governance.
• Experience with configuration standardization and compliance validation.
• Understanding of security hardening guidelines and enterprise network policies.
• Support for vulnerability remediation and audit observations.
• Experience maintaining documentation for internal and external audits.

Desired Skills

• Excellent troubleshooting and analytical skills.
• Ability to handle critical incidents independently.
• Good communication and stakeholder management skills.
• Ability to prioritize multiple incidents in a fast-paced enterprise environment.
• Strong documentation and reporting skills.
• Willingness to work in rotational shifts and provide on-call support.

Educational Qualification

• BE/B.Tech in Computer Science, Information Technology, Electronics Communication, or equivalent.
• Diploma holders with relevant enterprise networking experience may also be considered.

Preferred Certifications

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP) Preferred
• Aruba Certified Switching Associate/Professional Preferred
• ITIL Foundation Preferred

Key Performance Indicators (KPIs)

• Incident SLA Compliance
• First Call Resolution (FCR)
• Mean Time to Resolve (MTTR)
• Network Availability/Uptime
• Change Success Rate
• Repeat Incident Reduction
• Preventive Maintenance Compliance
• Audit Compliance Adherence
• Customer Satisfaction (CSAT)
• Documentation Accuracy and Timely Updates