Job Summary

Experience: 3–4 years | Location: Hyderabad/Bengaluru | Support model: 24x7 rotational operations Role purpose: Provide first-line monitoring, triage and operational support for enterprise campus, branch and data-centre LAN switches, contributing to a stable, observable and automation-ready network service

Key Responsibilities

Monitor switch availability, interfaces, CPU, memory, power, temperature, stack, uplink, error, discard and port-utilisation alerts through approved network and observability tools. • Acknowledge, validate and enrich incidents in ServiceNow; associate the correct configuration item, site, service, impact, priority and resolver group. • Perform approved L1 diagnostics for link-down, port errors, VLAN mismatch, speed/duplex, PoE, endpoint connectivity, DHCP reachability, STP events and access-port issues. • Execute standard service requests and pre-approved changes such as port enablement, VLAN assignment, port descriptions, access/trunk verification and basic configuration backup checks. • Use documented SOPs and runbooks; collect show-command output, logs and topology evidence before escalation to L2. • Validate switch-port mapping, physical cabling status and device reachability with field services during site incidents, refreshes and data-centre moves. • Support pre- and post-change checks for cloud migrations, Azure Local deployments, rack moves and cutovers, including VLAN, route reachability, DNS and application-path validation. • Check monitoring coverage and raise gaps for missing devices, stale CMDB records, incorrect ownership or incomplete site information. • Support event deduplication, ticket-noise reduction, knowledge capture and identification of repetitive tasks suitable for automation. • Maintain accurate shift handovers, incident timelines, evidence and closure notes within SLA. Technical skills: TCP/IP, IPv4/IPv6 basics, VLANs, 802.1Q, STP/RSTP, EtherChannel/LACP, access and trunk ports, PoE, DHCP/DNS basics, SNMP, syslog and basic Cisco IOS troubleshooting. Exposure to Cisco Catalyst, Nexus, Cisco Catalyst Center/DNA Center, SolarWinds, Datadog and ServiceNow is desirable.

Skill Requirements

Preferred certifications: Cisco CCNA; HPE Aruba Networking associate-level campus access credential; ITIL Foundation; vendor fundamentals in enterprise switching. Key deliverables and measures: SLA adherence, accurate triage, first-time-right routing, complete diagnostic evidence, low reopen rate, monitoring/CMDB accuracy, timely escalation and improved knowledge reuse. Behavioural expectations: Clear communication, disciplined ticket ownership, customer focus, attention to detail, willingness to learn automation and ability to work calmly in a global operations environment.

Other Requirements

NA