Senior enterprise technology engineer

Accountabilities:

• Enterprise network operations: Plan, direct, design, coordinate, administer, monitor, and maintain network systems and related infrastructure, ensuring reliable and effective service delivery.
• Third-line support: Work with team leaders, managers, and technicians to provide 3rd Line Network support, engineering assistance, problem diagnosis, and resolution across enterprise environments.
• Incident and problem management: Take ownership of issues affecting IT services and operations, coordinating resolution of major incidents, priority issues, and recurring problems through to completion.
• Remote troubleshooting: Diagnose network and infrastructure issues through calls and other remote support channels, providing clear repair instructions and technical guidance while also supporting issues in person when required.
• Network security: Monitor network access for connectivity problems, bottlenecks, and security threats, and configure and maintain appropriate security devices and controls.
• Service management: Maintain a strong focus on call, incident, problem, change, and service-level management, ensuring agreed service standards and performance expectations are consistently achieved.
• Customer collaboration: Analyse customer needs, work through problems, agree appropriate solutions, and coordinate effectively with onsite counterparts and other IT support teams.
• Cross-functional coordination: Collaborate across IT disciplines to diagnose and resolve complex problems, provide management information, and monitor service delivery according to agreed responsibilities.
• Metrics and reporting: Implement appropriate metrics, reporting, and Service Level Management practices to measure performance at departmental and individual levels.
• Operational ownership: Maintain accountability for task planning, prioritisation, execution, administration, meetings, and delivery against agreed timelines.
• Quality and standards: Maintain departmental standards and quality initiatives while ensuring operational processes and services consistently meet required expectations.
• Stakeholder relationships: Build strong working relationships with internal and external customers, business units, IT colleagues, and technology partners across different functions and geographic locations.
• Mentoring and people development: Encourage collaboration and high-performing behaviours within the team while providing direction, mentoring, and support to direct and indirect colleagues.
• Technical development: Keep personal technical knowledge and training current in line with evolving IT infrastructure, emerging technologies, and changing operational requirements.
• Continuous improvement: Participate in corporate initiatives and implement strategies within areas of responsibility to improve customer satisfaction, service quality, and departmental performance.
• Compliance and risk: Proactively enforce applicable regulatory requirements and enterprise standards, ensuring responsible data and processes remain compliant and deliver the intended outcomes.
• Networking collaboration: Influence and collaborate across national and functional boundaries to strengthen networking services and achieve shared operational objectives.

Requirements

• Education and experience: Graduate in any field with 8+ years of overall professional experience, including substantial experience managing sophisticated IT operations and enterprise infrastructure.
• IT operations expertise: Strong experience in remote IT infrastructure management, with a proven focus on incident management, problem management, project management, and operational service delivery.
• Shared infrastructure: Experience working within a shared infrastructure environment supporting complex enterprise services.
• Global environment: Experience working within a multinational organisation or large Indian-based company delivering global technology services across locations.
• IT infrastructure knowledge: Good understanding of enterprise IT infrastructure components and the ability to manage major incidents and high-priority operational issues.
• ITIL knowledge: ITIL Foundation v3 certification or equivalent practical knowledge of ITIL principles.
• Incident and service management: Strong skills across Event, Incident, Problem, and Change Management, with the ability to coordinate effectively across multiple IT operations teams.
• Network expertise: Solid understanding of network operations, support, configuration, connectivity, and enterprise infrastructure environments.
• Security awareness: Broad understanding of risk and security within large enterprise environments, particularly across networks, e-business, and application security.
• Automation and scripting: Knowledge of automation and scripting concepts and their application within IT operations.
• Analytical skills: Strong analytical capabilities, including the ability to interpret management information, develop reports, identify trends, and support data-driven operational decisions.
• Communication: Excellent English verbal and written communication skills, with strong presentation and interpersonal abilities.
• Client management: Strong relationship and client management skills, with the ability to work effectively with internal and external stakeholders.
• Planning and execution: Strong task planning, prioritisation, ownership, and execution skills, with a consistent focus on delivering against agreed deadlines.
• Problem solving: Excellent problem-solving skills and the ability to remain effective when addressing complex, high-priority, or time-sensitive issues.
• Adaptability: Flexible, proactive, and “can-do” attitude, with a strong willingness to take ownership and respond to changing operational requirements.
• Resilience: Ability to work effectively under pressure and handle departmental ad-hoc activities when required.
• Continuous learning: Ability to keep pace with infrastructure changes, assess their potential impact, and continuously develop technical knowledge.
• Desirable networking certifications: Cisco or Juniper professional-level certifications such as CCNP, JNCIP, or JNCIS are advantageous.
• SD-WAN knowledge: Familiarity with Fortinet or Juniper SD-WAN technologies is desirable.
• Advanced ITIL: Certification in one or more ITIL Intermediate modules, such as Service Operations, would be beneficial.
• Technology breadth: Exposure to areas such as cloud platforms, configuration management, continuous deployment and release, information security, risk management, service resiliency, metrics, and emerging technologies is advantageous.

Benefits

• Full-time employment: Full-time senior technology engineering opportunity.
• Hybrid flexibility: Combination of office and remote working, providing flexibility while maintaining collaboration with the wider technology organisation.
• Pune-based opportunity: Position based in Pune, India.
• Enterprise-scale scope: Opportunity to work with sophisticated IT operations, shared infrastructure, network systems, and globally delivered technology services.
• Technical ownership: Strong opportunity to take ownership of network operations, incident resolution, service quality, infrastructure improvements, and operational performance.
• Cross-functional exposure: Collaboration with IT operations, technical teams, business stakeholders, onsite counterparts, and teams across geographic and functional boundaries.
• Leadership and mentoring: Opportunity to guide and mentor colleagues while contributing to team performance and the adoption of industry best practices.
• Professional development: Continuous exposure to evolving IT infrastructure, networking technologies, automation, security, service management, and emerging technology.
• Global environment: Experience supporting services within a large, multinational technology environment.
• Limited travel: Travel requirement of up to 10%, depending on business needs.
• Relocation support: The role is eligible for relocation assistance within India.