Job Summary

The Track Lead for Support & Operations plays a crucial role in managing operational excellence with a focus on continuous improvement and problem-solving. This position is responsible for ensuring that client SLAs are met while empowering teams through effective people management. The Track Lead will leverage expertise in Data SDWAN and Wireless WLAN (Cisco) to drive operational efficiencies and foster innovation within the organization.

Infrastructure Management: Responsible for managing and optimizing customer network infrastructure to ensure its reliability, security, and performance. Operational Continuity: Ensuring seamless operation and maintenance of the network. Performance Enhancement: Enhancing network performance and reliability through proactive monitoring and upgrades. Security and Compliance: Managing network security and ensuring compliance with industry standards and regulatory requirements. Business Enablement: Supporting business operations with effective and scalable network solutions. Stakeholder Engagement: Collaborating with internal teams, vendors, and business units to align service delivery with organizational goals. Performance Monitoring: Tracking service metrics, identifying areas for improvement, and implementing corrective actions. Incident and Problem Management: Leading resolution efforts for service disruptions and ensuring root cause analysis and prevention. Continuous Improvement: Driving innovation and enhancements in service delivery through feedback loops and best practices. Additionally, Service Manager resources shall be primarily based at designated customer office locations, unless otherwise agreed upon in writing. Onsite presence is required to ensure effective collaboration, service continuity, and stakeholder engagement

Key Responsibilities

1. Enhance Operational Systems By Utilizing Data Sdwan And Wireless Wlan (Cisco) Technologies To Improve Management Reporting, Streamline Information Flow, And Optimize Business Processes.
2. Analyze Client Requirements To Ensure The Support Team Meets And Exceeds Client Expectations While Implementing Effective Sdwan Solutions.
3. Lead And Mentor The Project Team By Fostering Transparent Communication Of Project Goals And Facilitating The Adoption Of Best Practices In Support Operations.
4. Drive Innovation By Bringing New Ideas For Process Development, Leveraging Wireless Wlan (Cisco) Capabilities To Enhance Organizational Performance.
5. Provide Tailored Solutions Aligned With Customer Needs Within The Scope Of Data Sdwan And Wireless Wlan Technologies, Leading To Improved Business Outcomes.

 Have good exposure to Wired LAN Network and Wireless setup • Install, configure, and troubleshoot network devices such as routers, switches, and firewalls. • Develop and oversee project schedules, monitor obstacles, produce weekly status reports, and maintain accurate meeting minutes. • Manage system migrations, relocations, and upgrades. • Collaborate with business units on multiple projects. • Address complex layer 1–7 network issues and provide clear, timely updates to stakeholders until resolution. • Execute assigned projects within established timelines, adhering to change control processes while minimizing application impact. • Design solutions and develop tools, emphasizing scripting and automation through a software engineering approach. • Support cloud-native applications and implement load balancing integrations. • Document network configurations and establish repeatable procedures. • Apply expertise in network protocols, encryption, and routing, maintaining a strong focus on security. • Diagnose problems in existing networks, identify root causes, and recommend effective solutions. • Plan and construct computer networks according to organizational specifications. • Analyze network performance to uncover opportunities for optimization. • Guide FSO engineers in the installation of network hardware and software, including access points, routers, switches, firewalls, and load balancers. • Conduct risk assessments to identify vulnerabilities and propose security enhancements. • Install or replace network equipment and update software as needed. • Coordinate with various departments, including IT, to ensure successful system implementations that meet organizational requirements. • Monitor networks to ensure continued security, availability, and optimal performance. • Provide project support for networking initiatives across IT teams. • Manage projects of varying complexity levels. • Resolve network and application performance issues efficiently. • Accurately document incidents, resolutions, and system changes. • Offer support for additional network-related tasks as required

Skill Requirements

1. Proficient In Data Sdwan And Wireless Wlan (Cisco) Technologies.
2. Strong Problem-Solving Skills With An Emphasis On Operational Management.
3. Excellent Communication And People Management Skills.
4. Ability To Drive Innovation And Continuous Improvement In Support Operations.

Proficient in managing enterprise LAN, WAN, and Wi-Fi networks, with hands-on experience in Cisco Wireless LAN Controllers (WLC), switching, and routing technologies. Experienced in deploying and managing virtual network and security appliances including Cisco ISE and ASA. Strong expertise in network security solutions, including FortiGate firewalls, ZTNA frameworks, and Cloudflare-based security integrations. Skilled in DDI (DNS, DHCP, IPAM) tools and network monitoring platforms such as SolarWinds. Hands-on experience with third-party tunnel configuration (IPSec/SSL VPNs) and hybrid connectivity models. Working knowledge of virtualization environments, specifically VMware vCenter platform.

Other Requirements

1. Optional But Valuable: Cisco Certified Network Professional (Ccnp) Or Cisco Certified Network Associate (Ccna) In Wireless

 Bachelor’s degree in computer science, IT, or a related field • Strong communication and emotional intelligence • Collaborative skills with IT teams and management • Experience with Cisco products (switching, routing, firewalls, wireless) • Knowledge of TCP/IP, DNS, SD-WAN, VoIP, and networking concepts • Proficient in routing, switching, and firewalls • Familiarity with data center design • Cisco CCNP or higher certification preferred