Sr Administrator (Support & Operations)

Job Summary

Senior Administrator – Network LAN/WAN is responsible for managing, supporting, and optimizing enterprise LAN/WAN networks in a 24x7 operations environment. The role focuses on ensuring network stability, availability, performance, and security across geographically distributed locations, while adhering to SLA, ITIL processes, and customer governance expectations. The role works closely with L1/L2 teams, vendors, and service managers to resolve incidents, implement changes, and support continuous service improvement.

Key Responsibilities

Network Operations & Support Provide L2/L2.5 support for enterprise LAN/WAN infrastructure, ensuring high availability and performance. Monitor, troubleshoot, and resolve network incidents, alerts, and service degradations within agreed SLAs. Perform root cause analysis (RCA) for recurring or major network incidents and drive preventive actions. Support branch offices, data centers, and cloud connectivity (on‑prem to cloud / SD‑WAN where applicable). Network Management & Maintenance Administer and maintain routers, switches, firewalls (operations perspective) and WAN links. Perform network health checks, capacity monitoring, and performance tuning. Support network upgrades, patches, and firmware updates with proper change governance. Maintain network documentation, diagrams, SOPs, and configuration standards. Change & Governance Execute approved network changes as per ITIL Change Management (RFCs, CAB). Support planned activities like site rollouts, migrations, link upgrades, and technology refresh. Ensure compliance with customer standards, security policies, and audit requirements. Vendor & Stakeholder Coordination Coordinate with ISPs, OEMs, and third‑party providers for WAN circuits, faults, and escalations. Work closely with Service Managers, Architects, and Customer Teams for operational readiness and issue resolution. Provide clear operational updates during incidents and maintenance windows. Continuous Improvement Identify automation opportunities and operational improvements. Contribute to knowledge base (KB) articles and runbooks. Mentor junior team members and guide L1 engineers during complex troubleshooting

Skill Requirements

Technical Skills (Mandatory) Strong hands‑on experience in LAN/WAN technologies Switching (VLANs, STP, trunking) Routing (Static, OSPF, BGP – operational handling) WAN technologies (MPLS, leased lines, broadband, VPN) Experience with Cisco / Juniper / Aruba / HP networking devices (any major OEM). Solid understanding of TCP/IP, DNS, DHCP, NAT. Experience with network monitoring tools (SNMP‑based tools, NMS dashboards). Operational & Process Skills Strong exposure to ITIL processes – Incident, Problem, Change Management. Experience working in managed services / enterprise support environments. Ability to work in 24x7 shifts / on‑call rotations as required. Good to Have Exposure to SD‑WAN, cloud connectivity (Azure/AWS network integration). Basic firewall operations knowledge (rule checks, troubleshooting – not design). Network certifications (CCNA / CCNP or equivalent – preferred). Behavioral Skills Strong troubleshooting and analytical mindset. Clear communication with customers and internal stakeholders. Ability to work under pressure during outages and escalations. Ownership‑driven, disciplined, and process‑compliant.

Other Requirements

Willingness to work in 24x7 shifts, including weekends and on‑call rotations as per business requirements. Ability to support global customers across multiple time zones. Strong adherence to ITIL processes, operational discipline, and documentation standards. Experience working in managed services / large enterprise environments. Good communication skills for incident updates, escalations, and stakeholder interactions. Capability to work under pressure during P1/P2 incidents and major outages. Compliance with customer security policies, access controls, and audit requirements.