Administrator (Support & Operations)
India
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Job Description
Administrator (Support & Operations)
Lucknow, Uttar Pradesh

Job Summary

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

ob Description – Network Team Manager (SD‑WAN & Enterprise Networking)
Job Summary
The Network Team Manager is responsible for leading and managing a team of 20–25 Network Engineers providing 24×7 operational support for enterprise SD‑WAN, Routing, Switching, Wireless, and Network Infrastructure services.
This role owns service delivery outcomes, operational excellence, incident governance, and continuous improvement across both modern SD‑WAN platforms and traditional routing & switching environments. The manager ensures high service availability, quality delivery against defined KRAs, effective escalation handling, and long‑term team capability development.Key Responsibilities
Team Leadership & People ManagementManage a team of 20–25 network engineers operating in a 24×7 rotational shift model.
Own team performance against defined KRAs, SLAs, and quality targets, and report performance metrics to leadership.
Provide team members with consistent direction, coaching, mentoring, and career development guidance.
Create a positive working environment focused on learning, collaboration, and career progression.
Manage time tracking, absence planning, shift rosters, recruitment, onboarding, training, and skill development.
Conduct regular performance reviews, feedback sessions, and capability assessments.Network Operations & Service Delivery Oversight

Skill Requirements

Own operational support for:SD‑WAN platforms (Versa Networks, Cisco Viptela, Cisco Meraki)
Enterprise Routing & Switching (LAN/WAN, Core, Distribution, Access layers)
Wireless networks (Aruba WLCs)
Juniper routers and switchesEnsure availability, stability, and performance of global network services.
Monitor service quality and proactively address potential risks before customer impact.Incident, Escalation & Problem ManagementAct as the senior escalation point for P1/P2 incidents, customer complaints, and chronic issues.
Guide teams on incident prioritization, troubleshooting strategy, and faster resolution.
Represent the team on customer escalation calls and executive bridge calls.
Ensure root cause analysis (RCA), problem management, and preventive measures are completed and tracked.
Conduct regular analysis of ticket trends, repeat incidents, and resolution effectiveness.Technical & Architectural LeadershipProvide technical governance across:Routing protocols (BGP, OSPF, static routing)
LAN/WAN design principles
SD‑WAN architecture, traffic steering, and policy designGuide engineers on complex network flow analysis, packet captures, and advanced troubleshooting.
Review network changes, designs, and implementation plans to ensure stability and compliance with standards.
Support and participate in network upgrades, migrations, and transformation projects.Vendor & Stakeholder ManagementManage relationships with ISPs, SD‑WAN vendors, and hardware suppliers.
Lead vendor troubleshooting calls, escalations, and RMA coordination.
Track vendor performance against SLAs and drive improvements.
Collaborate closely with internal IT teams, application teams, service management, and business stakeholders.Process Improvement & Operational ExcellencePlan, design, and implement network operational processes, SOPs, runbooks, and escalation workflows.
Lead initiatives to improve service quality, efficiency, automation, and monitoring.
Drive adoption of ITIL-aligned practices for incident, problem, and change management.
Use data and reporting (Excel, dashboards, KPIs) to continuously improve operational outcomes.Minimum QualificationsBachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
Strong experience in a network operations or technical customer services environment.
Proven experience managing a Network Operations team of 20–30 engineers.
Good understanding of:LAN/WAN, Routing & Switching fundamentals
SD‑WAN technologies
Network operations processesExperience in planning, creating, and implementing opera

Other Requirements

Should have at least 5-8 years of minimum relevant experience in managing Network Infrastructure Management.
 
Technical/Functional Skills must.
 
-   Manage and Troubleshoot Layer 2 and Layer 3 Datacentre (DC) network infrastructure
 
-   Manage and Troubleshoot switch network configured with MST, RPVST, Ether-channel, Dot1Q Trunking, Pruning, etc
 
-   Handson Meraki SDWAN Monitoring, troubleshooting, Upgrade
 
-   Manage and Troubleshoot complex enterprise routing with MPLS, BGP, OSPF and QoS
 
-   Handle and troubleshoot Cisco NEXUS switches (5000, 7000, 6000 , 9000 series) configured with VDC, VPC, FEX , OTV
 
-   Handle and Troubleshoot DC setup with VPN (DMVPN, L2L and AnyConnect) tunnels configured on Cisco Routers and ASA boxes-   Cisco ASR 1000 Service Aggregation routers, 4000 ISR Gen
 
Added advantages.
 
-   Cisco WAN Accelerator (WAAS)
 
-   Should know about ACI and SDWAN technologies. It will be added advantage if working experience.
 
Certifications:
 
CCNA Must and CCNP preferred.

 
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.