Tier 2 Network Operations Specialist (NOC)

Sutherland; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Shift Allowances + Transportation

Job summary

Sutherland is seeking a Tier 2 Network Operations Specialist (L2) to provide advanced technical support for enterprise networks in Hyderabad. You will troubleshoot complex issues, manage escalations from L1, and ensure SLA adherence while collaborating with internal teams to maintain network availability and performance.

The role requires hands-on experience with routing, switching, VPNs, VLANs, and network security, plus familiarity with Fortinet FortiGate and firewall technologies.

Qualifications

• Experience in enterprise networking environments and L2/L2NOC operations.
• Ability to troubleshoot complex network issues, manage escalations, and ensure SLA compliance.
• Exposure to security technologies including firewalls and VPNs.
• Certifications like CCNA/CCNP and ITIL foundations are preferred.

Responsibilities

• Troubleshoot and resolve complex network incidents across enterprise environments.
• Handle escalations from L1 support and drive issues to resolution.
• Perform RCA and document findings and resolutions.
• Diagnose and support routing, switching, VPNs, LAN/WAN, wireless, and security technologies.
• Monitor network health and proactively identify issues with monitoring tools.
• Collaborate with engineering, NOC teams, vendors, and customers to resolve incidents.
• Maintain SLA compliance, ownership, and documentation.
• Participate in change, problem management, and continuous service improvement.

Skills

TCP/IP

Routing & Switching

LAN/WAN

Network Security

Fortinet FortiGate

VPN

Troubleshooting

RCA

Packet Analysis

Log Analysis

Communication

Customer-facing

Education

CCNA

CCNP

NSE4 Fortinet

ITIL Foundation

Tools

PRTG

SolarWinds

Datadog

Nagios

Zabbix

LogicMonitor

ServiceNow

Job description

Job Title - Tier 2 Network Operations Specialist (NOC) / Technical Support Engineer - L2

Experience: 2-5+ Years

Shifts: Rotational

Employment Type: Full Time

Location: Hyderabad

Perks

• Shift Allowances + Transportation

Job Summary

We are seeking a Tier 2 Network Operations Specialist (L2) to provide advanced technical support for enterprise networking environments. The ideal candidate will be responsible for troubleshooting complex network issues, handling escalations from L1 support, ensuring SLA adherence, and collaborating with internal teams to maintain network availability, stability, and performance.

Key Responsibilities

Troubleshoot and resolve complex network and infrastructure incidents across enterprise environments.

Handle escalations from Tier 1 support and drive issues through to resolution.

Perform root cause analysis (RCA) and document technical findings and resolutions.

Diagnose and support technologies including Routing & Switching, Firewalls, VPNs, LAN/WAN, Wireless Networks, and Network Security.

Monitor network health using enterprise monitoring tools and proactively identify issues.

Collaborate with Engineering, NOC teams, vendors, and customers to resolve incidents.

Maintain SLA compliance, incident ownership, and accurate documentation.

Participate in change management, problem management, and continuous service improvement initiatives.

Required Skills

Networking

Strong understanding of TCP/IP, Routing, Switching, VLANs, STP, OSPF, BGP, VPN, NAT, DNS, DHCP, LAN/WAN, Wireless Networking, and Network Security.

Security Technologies

Hands-on experience with Fortinet/FortiGate, Cisco Meraki, Firewalls, ACLs, IPSec, and SSL VPN.

Monitoring & ITSM

Experience with one or more monitoring tools such as PRTG, SolarWinds, Datadog, Nagios, Zabbix, or LogicMonitor.

Familiarity with ServiceNow, Incident Management, Change Management, and Problem Management processes.

Troubleshooting

Strong expertise in Root Cause Analysis (RCA), Packet Analysis, Log Analysis, Network Diagnostics, Performance Analysis, and Incident Resolution.

Soft Skills

Excellent verbal and written communication skills.

Strong customer-facing, analytical, and problem-solving abilities.

Ownership mindset with the ability to manage escalations and collaborate across teams.

Preferred Qualifications

Certifications such as CCNA, CCNP, NSE4 (Fortinet), or ITIL Foundation.

Experience working in Network Operations Centers (NOC), Managed Services, Enterprise Networking, Infrastructure Support, or MSP environments.

Exposure to Cisco Meraki, SD-WAN, Linux, Cloud Networking (AWS/Azure), and enterprise monitoring tools is an added advantage.