Technical Manager - Network Operations

MassMutual Global Business Services India LLP; New Delhi; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

MassMutual Global Business Services India LLP is seeking a Technical Lead - Network Operations to guide advanced troubleshooting, design, and strategic evolution of our enterprise network across on-prem, cloud, and contact center ecosystems. The role serves as the primary escalation point for Hyderabad office network operations, coordinating with Home Office infrastructure and security teams.

You will lead a small team, mentor engineers, and drive automation, observability, and MTTR reduction

Qualifications

• Strong networking fundamentals across enterprise environments.
• Deep expertise in TCP/IP, VLANs, DNS/DHCP, routing and switching.
• BGP and OSPF design/troubleshooting.
• Structured troubleshooting including packet capture analysis.
• Understanding of load balancers (F5 preferred).
• Experience with cloud networking and hybrid infrastructure.
• Experience handling network escalations and major incident management.
• Experience with incident/change/problem management (ServiceNow).
• Experience leading small operational teams and cross-functional coordination.
• Excellent communication across global teams/time zones.

Responsibilities

• Lead and oversee Hyderabad office network operations and support activities.
• Provide technical guidance/escalation support to local network team members.
• Act as the primary escalation point for network incidents, outages, and operational issues.
• Lead resolution of critical P1/P2 network incidents.
• Perform deep-dive troubleshooting across network, cloud connectivity, and voice flows.
• Develop automation and observability to drive MTTR reduction.
• Coordinate with internal teams and vendors for issue resolution.
• Review and maintain network documentation, topology diagrams, SOPs, runbooks.

Skills

Advanced troubleshooting

Leadership

Vendor coordination

Incident management

Network design

Cloud networking

Cross-functional collaboration

Documentation

Tools

Cisco

F5

Arista

ServiceNow

Confluence

Lucidchart

Visio

Job description

Technical Lead - Network Operations

Hands-on technical lead responsible for advanced troubleshooting oversight, design , engineering and strategic evolution with 12+ years of experience in enterprise network across on-prem, cloud, and contact center ecosystems. infrastructure lifecycle management, and country-specific compliance requirements. This role acts as the primary escalation point for Hyderabad office network operations while closely partnering with Home Office infrastructure and security teams.

Key Responsibilities

• Lead and oversee Hyderabad office network operations and support activities.
• Manage and mentor local network team members and provide technical guidance/escalation support.

Advanced Incident Resolution & Escalation Ownership:

• Act as the primary escalation point for all network-related incidents, outages, and operational issues.
• Lead resolution of critical P1/P2 network incidents
• Provide deep-dive troubleshooting across:
  • Network (routing, switching, load balancing)
  • Cloud connectivity
  • Voice/contact center flows
• Perform packet-level and call trace analysis
• Own final RCA and prevent recurrence through design/automation improvements

Network performance & Upgrades:

• Monitor enterprise network for connectivity issues, performance degradation, and service interruptions.
• Coordinate with appropriate internal teams and vendors for issue resolution.
• Ensure timely incident response, communication, RCA, and closure.
• Manage on-premises network infrastructure including:
  • Switches, routers, wireless infrastructure, and hub room maintenance.
  • Network hardware lifecycle activities include upgrades, refreshes, and replacements.

• Design and optimize:
  • Contribute to design and optimization activities in collaboration with Home Office teams:
  • Enterprise Networks (LAN/WAN, DC, Cloud) while aligning with global standards and architecture direction.
  • Hybrid cloud connectivity (Azure/AWS, VPN//ExpressRoute/Direct Connect) with active participation in planning, implementation and optimization discussions.

Cloud Networking & Hybrid Connectivity

• AWS networking (VPCs, Transit Gateway)
• On-prem cloud connectivity

Load Balancing & Traffic Engineering:

• Manage F5 load balancers (LTM, GTM concepts)
• Application delivery optimization

Automation & Observability:

• Develop automations for Incident response, Network validation & Configuration management
• Enhance Monitoring (alerts, thresholds, dashboards), Observability (log/trace correlation)
• Drive MTTR reduction and predictive operations

Vendor & Platform Governance:

• Act as technical escalation point for vendors:
  • ISPs / circuits
  • Voice providers
  • OEMs (Cisco, F5, etc.)

• Manage and maintain ISP connectivity including primary and secondary Tata circuits and coordinate with telecom providers for escalations and service restoration.
• Work closely with firewall/security teams on major incidents, network changes, and security remediation activities.
• Support and coordinate network-related activities across both on-premises and cloud environments.
• Provide oversight for Hyderabad Voice Operations team activities; no deep hands-on voice administration required but expected to coordinate and drive operational accountability.
• Coordinate with Home Office teams on global initiatives, network standards, implementation plans, and operational improvements.
• Participate in major incident management calls and drive network-related troubleshooting and resolution activities.
• Review and maintain network documentation, topology diagrams, SOPs, runbooks, and operational knowledge base articles.
• Drive continuous improvement initiatives to improve MTTR and reduce recurring incidents.
• Ensure monitoring, alerting, and operational processes are aligned with enterprise standards.

Required Qualifications

• Strong networking fundamentals across enterprise environments:
• Deep expertise in TCP/IP, VLANs, DNS/DHCP, routing and switching.
• BGP and OSPF (design, troubleshooting) knowledge.
• Structured troubleshooting including packet capture analysis.
• Network flow diagnostics
• Understanding of load balancers (F5 preferred).
• Experience managing enterprise office network infrastructure and vendor coordination.
• Experience handling network escalations, RCA discussions, and major incident management.
• Working knowledge of cloud networking concepts and hybrid infrastructure environments.
• Basic understanding of voice concepts including SIP/RTP, QoS, and call flows.
• Experience with ServiceNow platform for incident/change/problem management.
• Strong stakeholder management and communication skills with ability to work across global teams and time zones.
• Experience creating and maintaining technical documentation, RCA reports, and operational runbooks.
• Ability to lead small operational teams and coordinate cross-functional activities.

Preferred Qualifications

• Experience with Cisco and Arista platforms including CVaS.
• Exposure to enterprise firewall/security operations and coordination with security teams.
• Experience managing ISP/vendor relationships and telecom escalations.
• Experience with monitoring and network management tools.
• Familiarity with Confluence, Lucid chart, and Visio.
• Prior experience in enterprise contact center or voice operations environments.