Track Manager (Support & Operations)

Act as the Level 3 escalation point for critical P1/P2 incidents and complex network issues. Lead advanced troubleshooting across LAN, WAN, WLAN, Data Center, Cloud, Security, DDI, and Load Balancer environments. Drive Root Cause Analysis (RCA), Problem Management, and implementation of permanent corrective actions. Support Cisco ACI fabric operations, including VRF management, EPG health checks, leaf commissioning/decommissioning, and fabric troubleshooting. Manage routing and switching technologies including BGP, OSPF, VLANs, VRFs, QoS, and network segmentation. Provide expert support for WAN, Internet, MPLS, SD-WAN, VPN, and hybrid connectivity solutions. Lead implementation of approved network and security changes, migrations, upgrades, and technology refresh activities. Support firewall, proxy, VPN, NAC, and secure access platforms, including policy management and security incident resolution.

Technical Skills Enterprise Networking: Cisco ACI, Cisco Nexus, Cisco Catalyst, Cisco DNAC, Routing & Switching, BGP, OSPF, VLANs, VRFs, QoS, LAN, WAN, WLAN, MPLS, SD-WAN. Network Security: Palo Alto Firewalls, Check Point Firewalls, Cisco FTD/ASA, Fortinet Firewalls, Azure Firewall, Cisco ISE, VPN Technologies, Zscaler (ZIA/ZPA), Bluecoat Proxy, Secure Web Gateway Technologies. Application Delivery & Load Balancing: F5 BIG-IP LTM, GTM, APM, SSL Certificate Management, High Availability and Failover Technologies. DDI Services: Infoblox, BloxOne, DNS, DHCP, IPAM. Cloud Networking: AWS Networking, VPC, Transit Gateway, Route Tables, Direct Connect, VPN Connectivity, Security Groups, NACLs. Automation & Observability: Ansible Automation Platform, BMC Helix, Datadog, Grafana, Network Automation, Self-Healing Workflows. ITSM & Governance: ITIL Service Management, Incident Management, Problem Management, Change Management, Release Management, Compliance, Audit and Governance Management. Soft Skills Strong analytical and problem-solving skills. Excellent troubleshooting and decision-making capabilities. Strong stakeholder and customer management skills. Effective communication and presentation skills. Ability to lead technical discussions and major incident bridges. Strong leadership and mentoring capabilities. Vendor and OEM management experience. Ability to work effectively in high-pressure production environments. Strong documentation and reporting discipline. Continuous improvement and automation-first mindset. Strong collaboration and cross-functional coordination skills. Strategic thinking with focus on operational excellence, stability, and business outcomes.

Experience & Qualifications 8-12 years of experience in Network and Network Security Operations. Experience supporting enterprise environments across Data Center, Campus, WAN, Cloud, and Security domains. Hands-on experience in troubleshooting and supporting firewalls, routing, switching, VPNs, load balancers, DDI platforms, and cloud networking. Experience working in 24x7 managed services or enterprise operational environments. Exposure to large-scale production environments with defined SLAs and ITIL-based operational processes. Preferred Certifications Cisco CCNP Enterprise Cisco CCNP Security Palo Alto PCNSA / PCNSE Fortinet NSE / FCA