RR-0345080- Associate Manager Infrastructure Services

Overview

Serve as the escalation point for complex network security incidents and lead the day-to-day operation of enterprise security infrastructure, with a broader remit covering team leadership, SLA delivery and service governance.

What you'll do

• Lead incident management and problem resolution for security-related events.
• Guide L1 and L2 teams in day-to-day network security operations.
• Configure, review and optimize firewalls, load balancers and monitoring tools.
• Monitor and analyze incidents to ensure SLA compliance.
• Identify root causes and implement preventive measures.
• Participate in security design, implementation and audits.
• Lead and mentor Network L1, L2 and L3 engineers, allocate responsibilities, provide technical direction and drive team accountability.
• Own day-to-day network operations, service reviews, operational KPIs, incidents, problems, changes and overall service stability.
• Ensure network services meet contractual SLA and KPI commitments, proactively identify potential breaches and drive corrective and preventive actions.
• Take ownership during P1 and P2 network incidents, coordinate technical teams and OEM or vendor support, establish recovery priorities and ensure timely stakeholder communication.
• Review major incident RCAs, ensure permanent corrective actions are implemented and track recurring issues to closure.
• Review high-risk network changes, ensure proper impact and risk assessment and rollback planning, and participate in CAB and change governance.
• Monitor network utilization, availability, resilience and performance trends and proactively plan capacity upgrades.
• Act as the primary Network Domain contact for customer leadership, internal delivery teams, security teams, OEMs and service providers.
• Coordinate escalations with technology partners such as Cisco, HPE/HPN, Palo Alto, Check Point, F5 and Fortinet.
• Plan shift coverage, on-call support, backups, workload distribution and resource availability for a 24x7 network operation.
• Identify skill gaps, conduct technical reviews and knowledge-sharing sessions, develop cross-skilling plans and build L1 and L2 capability to reduce unnecessary L3 escalations.
• Prepare and present operational dashboards covering incidents, SLA, availability, recurring problems, changes, capacity, risks and improvement initiatives.
• Identify automation, monitoring, standardization and process-improvement opportunities to improve network reliability and operational efficiency.
• Ensure network configurations, changes, documentation, access and operational processes are compliant with organizational and customer security and audit requirements.
• Ensure network readiness for DR exercises, failover activities, resilience testing and business continuity requirements.
• Make timely operational decisions during critical situations and provide clear escalation to senior management where service, security, SLA or business impact is at risk.
• Ensure network architecture documents, SOPs, runbooks, configuration standards, escalation matrices and knowledge articles remain current.

What you'll need

• Strong troubleshooting skills in network security incidents.
• Knowledge of ITSM processes.
• 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.
• Graduation or diploma from a recognized university with 10+ years of experience in networking and security.
• 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).
• Experience with network monitoring and security tools.
• Hands-on L3 experience with switching and routing on Cisco or HPN (mandatory).
• Hands-on L3 experience with Checkpoint and Palo Alto firewalls (mandatory).
• User-level knowledge of NNMi, SolarWinds, WhatsUp Gold, Wireshark and TCPDump.
• Strong understanding of the 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 such as HP OpenView and SolarWinds.
• Experience in multi-data center and branch office security environments.
• Incident and change management expertise.
• Strong customer handling and stakeholder communication skills.
• Strong analytical, troubleshooting and decision-making abilities.
• Effective communication with clients, vendors and internal teams.
• Willingness to work in 24x7 rotational shifts and on-call operations.

Nice to have

• ITIL Foundation certification (preferred).
• Certifications: Palo Alto (PA), Checkpoint, Cisco CCNP Security or equivalent.
• Fortinet NSE certification (added advantage).
• F5 Certified Administrator or Specialist (APM added advantage).
• ITIL certification (preferred).
• Fortinet firewall experience (added advantage).
• F5 APM experience (preferred).
• Other OEM routing and switching experience beyond Cisco and HPN (added advantage).
• BFSI sector experience (a plus).

Details

• Location: Gurgaon, India.
• Work in 24x7 rotational shifts with on-call operations.