About the Role

We are seeking a seasoned NOC Specialist / Technical Escalation Lead to act as the primary technical authority and final escalation point for our Network Operations Center.

In this role, you will own the resolution of critical network and security incidents across enterprise campus environments. You will lead high-severity troubleshooting bridges, liaise directly with tier-1 vendor TAC engineering teams (Aruba, Juniper, Fortinet), mentor L1/L2 NOC engineers, and ensure rapid restoration of core infrastructure services.

Key Responsibilities

• Final Technical Escalation Ownership: Serve as the designated escalation lead for high-severity (P1/P2) network and security outages across multi-vendor campus environments.
• Vendor TAC Management: Lead and coordinate technical troubleshooting bridges with external vendor TAC teams (Aruba TAC, Juniper JTAC, Fortinet TAC) to resolve complex hardware and firmware anomalies.
• L2/L3 Incident Resolution: Drive deep protocol-level root-cause analysis (RCA) and formulate immediate workarounds and long-term remediations.
• Team Mentorship & Upskilling: Supervise and guide L1/L2 network support engineers, develop standard operating procedures (SOPs), and organize structured technical upskilling sessions.
• Stakeholder & Customer Communication: Manage real-time incident status communications and technical briefings for internal business leaders and external clients during high-pressure outages.
• Operational Governance: Ensure compliance with enterprise incident, change, and problem management frameworks, conducting post-mortem reviews and risk assessments.

Required Skills & Qualifications

Mandatory Requirements:

• Experience: 4 to 6 years of core experience in networking and security engineering, with at least 3+ years in a 24/7 NOC or network operations environment handling L2/L3 escalations.
• Vendor Platforms: Hands-on operational and troubleshooting knowledge of Aruba (Switches, APs, ClearPass), Juniper (EX/QFX switches, Mist), and Fortinet (FortiGate Firewalls, FortiManager).
• Network & Protocol Mastery: Deep protocol-level troubleshooting expertise across:
  • Routing & Switching: OSPF, BGP, VLANs, STP/RSTP, LACP/EtherChannel, and loop prevention.
  • Security & Firewalls: FortiGate security policies, NAT, IPsec/SSL VPN tunnels, and traffic flow inspection.
  • Wireless & NAC: 802.1X, RADIUS, EAP authentication workflows, and SSID roaming issues.
  • SD-WAN: Dynamic path selection, overlay performance, and edge routing.
• TAC Engagement: Proven background opening, driving, and resolving complex technical tickets with OEM vendor TAC engineering teams.
• Soft Skills: Excellent verbal and written technical communication, with proven composure under high-pressure escalation scenarios.
• Education: Bachelor’s degree in Computer Science, Information Technology, Electronics, or a related discipline.

Preferred Qualifications:

• Professional Certifications:
  • Cisco: CCNP Enterprise / CCNP Security
  • Fortinet: Fortinet NSE 4 / NSE 5 / NSE 7 (FCSS / FCP)
  • Aruba / Juniper: Aruba ACP / JNCIP-ENT
  • Palo Alto Networks: PCNSA / PCNSE
• Prior experience conducting structured post-incident reviews (PIR) and authoring knowledge base playbooks.

Work Arrangement & Location

• Work Model: In-Office (5 Days a Week)
• Location: Bengaluru, Karnataka, India

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