Shift Lead (Support & Operations)

Job Summary

We are looking for an experienced NOC L2 Network Engineer to support a 24×7 enterprise Network Operations Center (NOC) environment. The role serves as the highest technical escalation point within NOC operations, responsible for resolving complex network issues, leading major incident bridges, and ensuring network availability, performance, and stability across a multi-vendor infrastructure. Certifications: CCNP/JNCIP, Nokia NRS, ITIL\\r\\n Experience supporting mission-critical or utility/financial networks\\r\\n Exposure to network automation or scripting for operational efficiency\\r\\n

Key Responsibilities

NOC & Incident Management Act as L2 escalation for critical and complex network incidents Lead and manage Major Incident (MI) bridges, including coordination with internal teams and external vendors Perform advanced troubleshooting to restore services within SLA/OLA timelines Provide root cause analysis (RCA) and post-incident reports Ensure accurate and timely updates in Service Now during incidents Support shift handovers, incident documentation, and operational continuity Network Operations & Support Monitor enterprise network infrastructure using centralized monitoring tools Troubleshoot advanced routing, switching, WAN, and SD-WAN issues Identify recurring issues and recommend proactive fixes to reduce incident volume Validate alerts, reduce noise, and improve monitoring effectiveness Support network maintenance windows, changes, and planned activities

Skill Requirements

Routing, Switching & Platforms Strong hands-on experience with: Nokia Routing & Switching Juniper Routing & Switching Cisco Routing & Switching Expertise in enterprise and service-provider-grade network protocols: BGP OSPF IS-IS MPLS RSVP Solid understanding of SD-WAN architectures and operations ITSM & Process Strong working knowledge of ITIL framework Hands-on experience with Service Now (Incident, Change, Problem modules)

Other Requirements

6+ years of experience in network operations or NOC environments Proven experience working in large-scale enterprise networks Prior experience in L3 NOC or escalation roles Strong troubleshooting, analytical, and decision-making skills under pressure Ability to work in 24×7 rotational shifts, including weekends and on-call support Excellent communication skills for incident bridges and executive updates