RR-0345080- Associate Manager Infrastructure Services

Job Description:

1. Primary Function 

The L3 Network Security Engineer will serve as the escalation point for complex network security incidents and ensure smooth operations of enterprise security infrastructure. Responsibilities include: 

• Leading incident management and problem resolution for security-related events. 

• Guiding L1 & L2 teams in day-to-day network security operations. 

• Configuring, reviewing, and optimizing firewalls, load balancers, and monitoring tools. 

• Monitoring and analyzing incidents to ensure SLA compliance. 

• Identifying root causes and implementing preventive measures. 

• Participating in security design, implementation, and audits. 

2. Qualifications and Skills 

2.1 Primary Skills 

• Strong troubleshooting skills in network security incidents. 

• Knowledge of ITSM processes (ITIL Foundation preferred). 

• Ability to design and manage secure network solutions. 

• High commitment to quality, customer responsiveness, and service delivery. 

• Ability to communicate complex technical security concepts simply. 

• Consulting mindset with flexibility and resourcefulness. 

• Proven experience in environments requiring stringent uptime and compliance. 

2.2 Qualifications 

• Graduation/Diploma from a recognized university with 10+ years of experience in Networking & Security. 

• Preferred Certifications: 

• Palo Alto (PA) 

• Checkpoint 

• Cisco CCNP Security or equivalent 

• Fortinet NSE (added advantage) 

• F5 Certified Administrator / Specialist (mandatory for LTM/GTM, APM added advantage) 

• ITIL Certification 

2.3 Experience 

• 5+ years in LAN/WAN support and configuration. 

• 5+ years in firewall support, configuration, and security policy management.
• Hands-on experience with F5 load balancers (LTM/GTM mandatory, APM preferred). 

• Experience with network monitoring and security tools. 

3. Hands-On L3 Experience Required 

•   Technology OEM Remarks Switching Cisco / HPN Mandatory; others added advantage Routing Cisco / HPN Mandatory; others added advantage Firewalls Checkpoint & Palo Alto Mandatory; Fortinet added advantage Load Balancer (LTM/GTM) F5 Mandatory; APM added advantage Security Tools NNMi, SolarWinds, WhatsUp Gold, Wireshark, TCPDump User-level knowledge required  

4. Technical Expertise 

• • Strong understanding of OSI 7-layer model and TCP/IP. 
  • Deep knowledge of LAN/WAN technologies with a focus on secure configurations. 
  • Prior experience in network security design and implementation. 
  • Expertise in Network Management Systems (HP OpenView, SolarWinds). 
  • Experience in multi-data center and branch office security environments. 
  • BFSI sector experience is a plus. 
  • Incident & Change Management expertise. 
  • Strong customer handling and stakeholder communication skills. 

5. Behavioral & Professional Skills 

• Self-motivated, capable of working independently and in teams. 

• Strong analytical, troubleshooting, and decision-making abilities. 

• Effective communication with clients, vendors, and internal teams. 

• Willingness to work in 24×7 rotational shifts and on-call operations. 

6. Managerial & Leadership Skills 

• Team Leadership & People Management: Lead and mentor Network L1/L2/L3 engineers, allocate responsibilities, provide technical direction, and drive team accountability. 

• Operational Governance: Own day-to-day Network operations, service reviews, operational KPIs, incidents, problems, changes, and overall service stability. 
• SLA & Service Delivery Management: Ensure Network services meet contractual SLA/KPI commitments, proactively identify potential breaches, and drive corrective and preventive actions. 

• Major Incident Leadership: Take ownership during P1/P2 network incidents, coordinate technical teams and OEM/vendor support, establish recovery priorities, and ensure timely stakeholder communication. This builds on the existing L3 escalation and incident-management responsibilities.  

• Problem & RCA Governance: Review major incident RCAs, ensure permanent corrective actions are implemented, and track recurring issues to closure. 

• Change & Risk Management: Review high-risk network changes, ensure proper impact/risk assessment and rollback planning, and participate in CAB/change governance. 

• Capacity & Availability Management: Monitor network utilization, availability, resilience, and performance trends and proactively plan capacity upgrades. 

• Stakeholder & Customer Management: Act as the primary Network Domain contact for customer leadership, internal delivery teams, security teams, OEMs, and service providers. 

• Vendor/OEM Management: Coordinate escalations with technology partners such as Cisco, HPE/HPN, Palo Alto, Check Point, F5, and Fortinet, which align with the technologies already required in the role.  

• Resource & Shift Management: Plan shift coverage, on-call support, backups, workload distribution, and resource availability for a 24×7 Network operation. The existing role already requires rotational and on-call support.  

• Team Capability Development: Identify skill gaps, conduct technical reviews/knowledge-sharing sessions, develop cross-skilling plans, and build L1/L2 capability to reduce unnecessary L3 escalations. 

• Performance & Governance Reporting: Prepare and present operational dashboards covering incidents, SLA, availability, recurring problems, changes, capacity, risks, and improvement initiatives. 

• Continuous Service Improvement: Identify automation, monitoring, standardization, and process-improvement opportunities to improve network reliability and operational efficiency. 

• Audit & Compliance Readiness: Ensure network configurations, changes, documentation, access, and operational processes are compliant with organizational/customer security and audit requirements. The existing JD already calls for experience in stringent uptime/compliance environments and participation in audits.  

• BCP/DR Coordination: Ensure Network readiness for DR exercises, failover activities, resilience testing, and business continuity requirements. 

• Decision-Making & Escalation Management: Make timely operational decisions during critical situations and provide clear escalation to senior management where service, security, SLA, or business impact is at risk. 

• Documentation & Knowledge Management: Ensure network architecture documents, SOPs, runbooks, configuration standards, escalation matrices, and knowledge articles remain current. 

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