Network Operations Team Lead (L2)

Role Summary The L2 Network Operations Lead is responsible for overseeing the 24/7 network operations team, ensuring service delivery excellence, SLA compliance, incident governance, operational reporting, and continuous improvement of network services. The role acts as the primary technical and operational lead for managed network infrastructure and UPS support services. Key Responsibilities Service Delivery & Operations Management • Lead and manage the Network Operations team across L1 and L2 support functions. • Ensure 24/7 monitoring and support services meet contractual SLA requirements. • Drive operational excellence and continuous service improvement initiatives. • Coordinate major incident management and service restoration activities. Technical Leadership • Provide technical oversight for routers, switches, firewalls, IPS/IDS/NAC systems, load balancers, wireless infrastructure, media converters, and UPS systems. • Review and approve technical changes, maintenance activities, and implementation plans. • Guide engineers on complex troubleshooting and problem resolution. • Ensure security, compliance, and operational best practices are followed. Incident, Change & Problem Management • Lead major incident response and stakeholder communications. • Conduct root cause analysis reviews and implement preventive measures. • Oversee change management activities and risk assessments. • Drive reduction of recurring incidents and service disruptions. Reporting & Stakeholder Management • Own monthly SLA, performance, preventive maintenance, and incident reports. • Present service reviews and operational updates to customers and management. • Monitor service KPIs and identify areas for improvement. • Act as the primary escalation point for operational and technical issues. Requirements • Degree in Information Technology, Network Engineering, Computer Science, or related discipline. • 7+ years of network infrastructure experience, with at least 2 years in a lead or supervisory role. • Strong expertise in enterprise networking, network security, and managed services operations. • Proven experience managing 24/7 operational teams and service delivery. • Strong stakeholder management and communication skills. Preferred Skills • CCNP/CCIE, JNCIP/JNCIE, NSE, PCNSE, or equivalent certifications. • ITIL Foundation or higher certification. • Experience supporting government, critical infrastructure, or large enterprise environments. Key Success Metrics • SLA Compliance and Service Availability • Incident Resolution Performance • Change Success Rate • Preventive Maintenance Completion • Customer Satisfaction • Operational Efficiency and Continuous Improvement Initiatives