Network Support Squad Lead (Level 2)
Xalient
- India
- Permanent
- Full-time
- Managing incident triage across all engineering tiers (L1-L3) within your squad, coordinating with the Incident Manager to ensure effective prioritisation, escalation, and timely resolution of all P1–P4 incidents to prevent SLA breaches.
- Leading and managing Level 1 engineers within your squad, providing clear direction, performance feedback, and day-to-day support, while mentoring junior engineers to foster skill development and contribute to team knowledge through documentation, best practices, and incident analysis.
- Delivering hands-on technical support for Level 2 network incidents across routing, switching, firewalls, (SD-)WAN, Wi-Fi, and cloud-based networking solutions.
- Coordinating with the Incident Manager during major incidents, facilitating technical input, communication, and escalation to senior stakeholders.
- Seeking support and collaboration from other Team Leads and technical managers during core business hours to ensure efficient resolution of complex issues.
- Ensuring accurate documentation and smooth handovers of ongoing incidents to maintain seamless 24/7 service continuity.
- Driving continuous improvement by identifying recurring issues, supporting root cause analysis, and suggesting enhancements to processes, tooling, and service delivery.
- Proven experience leading or coordinating shift-based engineering teams in a 24/7 managed services environment, including line management OR mentoring of junior engineers.
- 5+ years’ experience in technical support within an MSP, with previous team lead responsibilities in networking or network security.
- Strong technical expertise across routing, switching, firewalls, Wi-Fi, (SD-)WAN, cloud networking, and related security technologies, with hands-on experience using vendors such as Aruba, Silver Peak, Fortinet, Cisco or Palo Alto
- Proficient in incident and major incident management, triage, and escalation, with a solid understanding of ITIL principles and SLA-driven environments.
- Excellent communication, coaching, and interpersonal skills, with the ability to develop early-career engineers, collaborate across teams, and manage customer escalations professionally.
- Strong problem-solving and organisational abilities, with a focus on root cause analysis, documentation accuracy, and maintaining service continuity under pressure.
- Bachelor’s degree in Computer Science, Information Technology, Network Engineering, or a related field (or equivalent professional experience).
- Industry certifications at a minimum of CCNP level (e.g. Cisco Certified Network Professional – Enterprise, Security or equivalent).
- ITIL Foundation certification (or demonstrable working knowledge of ITIL-based service management processes).
- ·SD-WAN-specific certifications or training (e.g. Silver Peak/Aruba EdgeConnect, Fortinet SD-WAN, etc.) are desirable.
- Additional certifications from major vendors strongly preferred, such as:
- Fortinet NSE4/FCP or above
- Aruba Certified Professional (e.g. ACMP)
- Palo Alto Networks PCNSE
- Zscaler Certified Professional
- IT Set Up 25,000 INR (after passing your 6 months’ probation)
- Joining bonus of 50,795 paid 3 months after starting
- 18 days annual leave
- 12 regional and national holidays
- Extra 1-day annual leave for your Birthday.
- Medical insurance
- EAP – Employee assistance programme
- Referral bonus scheme, of 60,000 INR