Ensure the smooth operation of customers’ IT infrastructure
Provide L2/L3 support for enterprise LAN, WAN, and network security infrastructure
Handle network incidents, service requests, problem management, and RCAs within defined SLAs
Actively participate in major incident bridge calls and provide structured updates
Support environments aligned with Zero Trust architecture
Perform operational support for security and network integration points under the Zero Trust model
Maintain SOPs, runbooks, and operational documentation
Communicate clearly during incidents, escalations, and reviews

Minimum 4-10 years of experience in IT infrastructure management projects
Strong understanding of Routing & Switching (L2/L3), VLANs, STP, OSPF, BGP (operational level)
Proven experience in enterprise network troubleshooting
Hands-on experience with Firewalls & security policies, VPN troubleshooting, Network segmentation and access control
Conceptual and operational understanding of Zero Trust networking
Experience in 24×7 production support environments
Strong exposure to incident, problem, and change management
Comfortable with on-call and rotational shifts
Knowledge and understanding of Cloud platforms (IBM, AWS, Azure, GCP)

Technical Support

Key skills