Job Summary

• We are seeking an experienced IP L2 Technical Support Engineer (Supervisor Level) responsible for managing escalated technical incidents, providing expert-level support, and ensuring resolution of complex network-related issues across the IP/MPLS and Internet Gateway systems. This role will work closely with Level 1 (L1) and Level 3 (L3) support teams, infrastructure units, and external vendors to ensure service excellence and customer satisfaction.
• The ideal candidate possesses deep technical knowledge in IP networking, strong analytical and the ability to drive operational efficiency through process optimization and team mentorship.

Responsibilities

• Supervise and mentor younger engineers to ensure timely and effective resolution of technical issues
• Oversee day-to-day operations including incident management, ticket resolution, and escalation handling
• Act as the technical escalation point for complex incidents from L1 and customer support teams
• Collaborate with L3 support, engineering, and vendor teams to resolve high-impact network issues
• Manage and track the lifecycle of incidents to closure, ensuring SLA compliance and customer communication
• Provide support and troubleshooting for IP/MPLS backbone, Internet Gateways, International Peering, and Enterprise solutions
• Monitor and support technologies including: MPLS, MP-BGP, VPLS, L3VPN, SD-WAN, VRRP, BFD, QoS, OSPF, ISIS, and BGP
• Develop and update technical documentation, escalation procedures, and knowledge base articles
• Implement network automation and monitoring tools to streamline support operations
• Conduct root cause analysis and implement preventive action plans
• Lead weekly/monthly performance analysis and capacity planning aligned with network growth
• Ensure timely execution of approved IP optimization and enhancement projects with minimal service disruption
• Perform periodic network audits and recommend operational improvements
• Maintain customer satisfaction by handling and updating support tickets through to resolution
• Participate in change and release management processes to ensure operational readiness
• Collaborate with internal and external stakeholders during major incident handling and provide RCA reports

Qualifications
Education & Certifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related technical field
• Minimum of 6 years’ experience in ISP or Enterprise IP Network operations and support
• Professional certifications such as CCNP, JNCIP, Security+, or equivalent are required

Technical Skills

• In-depth experience in IP/MPLS, Ethernet, VPNs (L2/L3), VPLS, BGP, SD-WAN, QoS
• Proficient in routing protocols such as OSPF, IS-IS, BGP, MP-BGP, and related IP service edge deployments
• Hands-on experience with Cisco, Juniper, Mikrotik, and Cyberoam routers/switches
• Solid understanding of Quality of Service (QoS) particularly in VoIP and DoS mitigation contexts
• Experience with monitoring tools like PRTG, WhatsUp Gold, and network performance platforms
• Familiarity with network automation and scripting (e.g., Python, Ansible) is an advantage

Soft Skills

• Strong leadership and mentoring capabilities
• Excellent communication and interpersonal skills
• Strong problem-solving, analytical thinking, and troubleshooting abilities
• Ability to work under pressure and support escalations outside business hours when necessary
• Customer-focused mindset with a proactive approach to service delivery

Core Competencies

• Problem Solving & Critical Thinking
• Operational Excellence & Accountability
• Innovation & Process Improvement
• Effective Communication
• Customer Focus & Service Orientation

Behavioral Attributes

• Passion for Excellence
• Integrity & Accountability
• Open-Mindedness & Teamwork
• Strong Customer Commitment