Domain Manager - Enterprise Network - IT Infrastructure

Job description

Role & responsibilities • Manage end-to-end Branch Network Operations, including WAN, LAN, WLAN, Routing & Switching, VPN, network links, and network appliances. • Monitor network availability and performance; troubleshoot and resolve router, switch, link, and connectivity-related incidents within defined SLAs. • Monitor and validate primary and backup links to ensure network availability and business continuity. • Perform real-time network and end-user performance monitoring, capacity planning, trend analysis, and proactive issue identification. • Manage network device configuration, configuration backups, IOS/FOS upgrades, and compliance as per OEM and organizational standards. • Manage WLAN/network monitoring dashboards and ensure timely resolution of identified issues. • Coordinate with OEMs, ISPs, vendors, and partner teams for incident resolution, technical escalations, network upgrades, and service delivery. • Manage Incident, Problem, Change, and Service Request Management in line with ITIL processes. • Prepare and maintain RCA, CAPA, SOPs, CRs, POA, IP Schemas, VPN Forms, Installation Reports, and other network documentation. • Generate and analyze Network Availability, CPU/Memory Utilization, Capacity Planning, Trend Analysis, SLA/KPI, and performance reports. • Act as the SPOC for Branch Network Operations and ensure effective communication with internal and external stakeholders. • Manage new link delivery, link upgrades, network implementation, and knowledge transfer (KT) to internal teams. • Manage and support Video Conferencing (VC) infrastructure and delivery. • Maintain accurate network asset inventory and ensure compliance of all network devices. • Manage remote infrastructure/network support teams and coordinate 24x7 onsite support when required. • Drive vendor/OEM performance against agreed SLA, KPI, and contractual commitments. • Establish and maintain strong customer relationships through proactive engagement, service reviews, issue resolution, and continuous improvement. • Monitor and review SLA, KPI, CSAT, complaints, and customer feedback, and drive corrective actions for deviations. • Conduct periodic Branch Network reviews against business requirements, service targets, and agreed SLAs. • Support internal/external audits, compliance activities, and closure of audit observations. • Drive network-related projects and improvements while ensuring project timelines, quality, and operational deliverables are achieved. • Provide technical guidance and mentoring to team members, partners, and OEM resources. • Ensure continuous improvement of network operations, processes, tools, documentation, and service quality. Preferred candidate profile • Graduate/B.E./B.Tech in Computer Science, Information Technology, Electronics, or a related discipline. • 5+ years of relevant experience in Network Operations, Network Infrastructure, Branch Network, or Managed Services. • Strong hands-on/operational knowledge of WAN, LAN, WLAN, Routing & Switching, VPN, and Network Monitoring. • Good knowledge of Cisco Routers, Cisco Switches, network troubleshooting, configuration management, and network performance monitoring. • Working knowledge of TCP/IP, VLAN, STP, OSPF, BGP, DHCP, DNS, NAT, MPLS and SD-WAN is preferred. • Experience in managing enterprise/branch network environments and large-scale distributed infrastructure. • Experience in Incident, Problem, Change, and Request Management. • Thorough understanding of the ITIL framework and IT service management processes. • Experience in SLA/KPI management, CSAT, service delivery, compliance, and audit management. • Strong experience in vendor, OEM, ISP, and partner management. • Experience in managing remote infrastructure/network support teams and 24x7 operations. • Good understanding of network capacity planning, trend analysis, availability monitoring, RCA, and CAPA. • Experience in Video Conferencing infrastructure will be an added advantage. • CCNA/CCNP certification preferred; ITIL certification will be an added advantage. • Excellent communication, customer management, stakeholder management, and leadership skills. • Strong analytical, problem-solving, escalation management, and decision-making abilities. • Ability to lead teams, manage multiple priorities, and ensure project and operational deliverables within agreed timelines. • Candidates with experience in enterprise network operations, managed services, banking/financial services, retail, or large branch environments will be preferred.