Network L2 OPS and SME

Primary Duties & Responsibilities:

· Own end-to-end L2 network operations (incident, problem & change management)

· Act as primary escalation points for major incidents and critical outages

· Ensure SLA / KPI adherence and drive service improvements

· Lead daily operations calls, reviews, and reporting governance

· Drive root cause analysis (RCA) and implement preventive actions for key outages

· Coordinate with L1, L3, vendors, and cross-functional teams

· Manage team workload, prioritization, and task allocation

· Ensure process compliance (ITIL) and audit readiness

· Drive automation, documentation, and knowledge management

· Provide stakeholder communication & status reporting

· Provide expert support for routing & switching (BGP, OSPF, MPLS, VLANs, etc.)

· Troubleshoot complex data network issues and performance bottlenecks

· Support design validation & implementation for network changes

o Periodic managed device health check ups governance

o Change implementation to maintain SoW stated IOS and device compliance versions

o Proactive risk management with possible mitigations

o Extensive OEM coordination proactively for managed product life cycle management

· Work on LAN/WAN, SD-WAN, VPN, firewall coordination with SME's in team

· Conduct deep-dive RCA for recurring incidents and top – talker analysis

o Result orientation on recurrence INC reduction

o Monitoring noise reduction

o Effective in event correlation and logics enablement with tools team

· Review configs and ensure network optimization & stability

· Support capacity planning & network enhancements in line with business and stakeholder needs

· Mentor L1 teams with technical guidance

· SOP / knowledge articles and documentation reviewer for seamless team operations

· Inventory periodic review and CMDB coordination with respective team

· Active participant with business and customer BCP team and periodic BCP and DR drill, documentation of outcome

· Experience and Flexibility to support On-Call and critical outage handling skills

Experience

· 3 to 10 years experience in a similar role as L2 operations lead and SME