Sr Technical Lead (Support & Operations)

Job Summary

To ensure on-time resolution of escalations/complexincidents, provide technical guidance to the team and ensure positive customer satisfaction.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.

2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.

3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.

4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.

5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

Skill Requirement

Aruba Clearpass, Cisco ISE, or other NAC

Other Requirements

CPPM JD

Design, deploy, and configure Aruba Clear Pass Policy Manager (CPPM)-High Availability Guest, On Guard, On Board, and integration with RADIUS, TACACS+, Active Directory, PKI.

Implement NAC policies for wired and wireless access across multi-vendor environments.

Configure Cisco, Extreme switches and WLAN controllers/APs for integration with Clear Pass.

Design and enforce Network Access Control (NAC) policies aligned with security standards (e.g., 802.1X, MAB, EAP-TLS).

Troubleshoot complex authentication and network access issues involving wired, wireless, and VPN endpoints.

Provide Level 3/SME-level support for Clear Pass NAC, Aruba LAN, Aruba Central and Wi-Fi environments.

Develop documentation, operational runbooks, and conduct knowledge transfer sessions

Provide design documentation, HLD/LLDs, network diagrams, and policy matrix documentation