Company Description
Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
There’s another option. Freshworks. With a fresh vision for how the world works.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
The Lead – IT Operations (IC Level 3) is accountable for designing, implementing, and maintaining the organization’s infrastructure, including routers, switches, Wi-Fi controllers, access points, load balancers, and firewalls. This role involves close collaboration with internal teams to ensure optimal performance, security, and timely resolution of infrastructure-related issues.
Role & Responsibilities:
- Provide top notch support for any network issues ranging from implementation of new networks, troubleshooting outages for On-prem and remote networks business users.
- Handle level-2 support for Incidents, Changes and Service requests related to all Network & Security services
- Technical support for networking such as: WAN and LAN connectivity, Link load balancer, firewalls, wireless and security.
- Develop and maintain network documentation, including network topology and configuration information.
- Stay up to date with emerging trends and technologies in network & Security engineering.
- Performing network maintenance and system upgrades including service packs, patches, hot fixes, and security configurations
- Monitor system resource utilization, trending, and capacity planning for network devices.Deployment of new Offices based on the requirement of the number of users for the specific location.
- Manage WiFi Controllers, Switches, Access Points (Ruckus) & Firewalls, such as Palo Alto
- Remote access solution implementation and support such as IPSEC VPN & Remote VPN.
- Hands-On executing the backup and restore of software and configuration
- Must identify, resolve and replace malfunctioning hardware/software related incidents
- Hands-on experience in defining, deploying/managing and troubleshooting the AAA mechanism for user authentication for device management
- Understanding of DNS/DHCP.
- Ability to work with vendor support to resolve Operational and Project challenges.
- Respond to and resolve alerts and tickets generated from the monitoring system in a timely fashion.
- Create and Maintain record and maintain user support documentation (Knowledge Base) for Network & Security systems
- Maintain accurate time and records in all service tickets as performed and ensure the tickets get resolved with the given SLA timelines.
- Communicate with customers/inter teams as needed regarding ticket progress, changes or agreed outages.
- Escalate service/incident requests that require L3 Engineer level support in a timely fashion to prevent breach of SLA & Outage to business.
- Work within a network team or with multiple stakeholders to implement and improve best practices to enhance the user's experience and optimize the operation task.
- Work with the Helpdesk Team to prioritize critical or high-impact network issues
- Provide advanced troubleshooting support and guidance to ensure timely resolution
- Act as the primary escalation point for complex network issues that are beyond the scope of the Helpdesk Team.
- Maintain clear and consistent communication with Helpdesk personnel during ticket investigations and updates.
Experience with following:
- Strong knowledge of Wireless/Wired LAN, WAN & Network Security infrastructure
- Candidate will be responsible for, but not limited to, the following: (Must Have)
- Configuration, deployment, monitoring, troubleshooting, and analysis of Wired & Wireless network, WAN and Firewall infrastructure services
- Actively monitoring and reacting to real-time network conditions and leading improvement efforts in support of monitoring, performance, and reporting.
- Well exposed to handle operation, deployment, and monitoring in the Wired & Wireless, WAN and Firewall also good knowledge on standards such as wireless security mechanisms, network design principles, firewall technology, and wireless network control systems, with a primary focus on Ruckus/Aruba/Cisco/Palo Alto platforms.
- Hands-on experience implementing, upgrading/administering, and troubleshooting wireless controllers with an emphasis on Ruckus/Cisco/Palo Alto/Link Load Balancer devices.
- Should have good Debugging and Troubleshooting and log analysis skills
- Hands-on experience in defining, deploying/managing and troubleshooting the Authentication, Authorization, Accounting mechanism for user authentication
- Hands-On experience in integration of analytics tools with WiFi / LAN/ Firewall infrastructure for greater visibility and monitoring the traction happening with networks
- Excellent hands on knowledge of routing & switching technologies and troubleshooting
- Hands-on experience & concept understanding in Firewalls like Palo Alto , PRISMA & Cisco
Qualifications
- Must be well organized, responsible, and accountable
- Must be detail-oriented, quick to learn and self-motivated
- Strong understanding of TCP/IP networking and routing protocols.
- Engineers must have good written, verbal and presentation skills to collaborate successfully with team, vendors, and stakeholders.
- Certification Requirements : (if any)
- CCNP Enterprise with network / security
- Palo Alto Certification (PCNSE)
- Wireless certification CWNA / CWNP
- Educational qualifications: B.E. Degree, with any discipline.
Additional Information
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
