NETWORK CONSULTANT II-INDIA

Lumen Technologies, Inc.; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Lumen Technologies in Bengaluru is seeking an experienced network support professional. You will handle multi-level incident resolution, coordinate with engineering, and manage hardware replacements across Cisco/Azure environments. Strong communication and proactive teamwork are essential in this role.

Key tasks include incident ownership, detailed ticketing, SLA adherence, and escalation management to ensure reliable AI-ready connectivity for enterprise clients.

Qualifications

• 5-8 years of experience in networking and support.
• Confident and professional dealing directly with customers.
• Outgoing team player with ability to liaise with others and lead on decisions.
• Working knowledge of Microsoft products and networking security technologies.

Responsibilities

• Resolving first, second and third level support problems; 75% resolved without escalation.
• Escalating to the relevant Engineering team and updating management.
• Ensuring the customer and ticket are up to date on incident progress.
• Maintain, troubleshoot and coordinate replacement of faulty hardware.
• Execute client change requests as planned with teams and managers.
• Escalation of critical issues to management per procedures.
• Provide detailed feedback to other groups and update ticket notes.
• Daily review and action of open cases and status updates.
• Provide comprehensive handovers to peers at shift end.
• Attend Daily Operations and Change Review meetings.
• Log cases to 3rd party vendors for unresolved issues.

Skills

Customer facing

Team player

SLA management

Microsoft products

Troubleshooting

Analytical skills

Communication skills

Tools

Cisco switches

Cisco routers

Azure networking

F5 Big-IP

Kemp LB

Check Point

Lenovo Switches

Meraki

Bluecoat Proxy

RSA Server Management

Radius/NPS

Job description

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.

At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.

This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.

The Main Responsibilities

• Resolving first, second and third level support problems; 75% of which will be resolved without escalation.
• Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
• Ensuring the customer and ticket is up to date at all times on incident progress.
• Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
• Involved in the execution of client change requests in a timely manner as planned by Customer Account Manager, Engineering and Command Centre Manager.
• Escalation of critical issues/outages to Command Centre Manager and Customer Account Manager as per procedures.
• Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
• Daily review and action of open cases; updating Command Centre Manager on current cases and their status as appropriate.
• To provide comprehensive handovers to peers at the end of shift.
• Attend Daily Operations and Change Review meetings as required.
• Logging cases to 3rd party vendors requesting assistance on unresolved issues.

What We Look For in a Candidate

• Years of experience- 5-8
• Confident and Professional dealing directly with customers.
• Outgoing team player with the ability to liaise with other team members and take the lead on decision making.
• Positive and Pro Active attitude.
• Working knowledge/understanding of Microsoft products.
• Troubleshooting basic Server problems.
• Ability to work under pressure.
• Supportive and committed team player.
• Experience of using Ticket Management tools.
• Escalations are performed within the SLA timescales.
• Good commutations with customers is required throughout incident lifecycles.
• Engineering and Senior Management are kept abreast of appropriate escalations.
• Analytical skills.
• Have excellent written and verbal communication skills.
• Be organized and be able to work under pressure.
• Detailed working knowledge of a range of networking and security technologies, including:
• Cisco switches and routers
• Azure networking (vNets, Virtual WAN, HUB, VPN sites etc...) and security (NSG etc…)
• Lenovo Switches
• F5 Big-IP load balancers, Kemp LB,
• Check Point and Endpoint Servers.
• Good knowledge in Bluecoat Proxy, Meraki Devices
• RSA Server Management.
• Able to demonstrate understanding of key networking concepts, including:
• TCP/IP
• Layer 2 and layer 3 switching and routing
• Routing protocols such as BGP, EIGRP and OSPF
• Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates
• Radius/NPS setup and administration.
• In-depth troubleshooting and strong analytical skills.

Requisition #: 343873

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our ApplicantPrivacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

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Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

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