About the role
Job Description
Job Summary –
The Network Tower Lead is responsible for leading the delivery, operations, and continuous improvement of network services across multiple customer accounts within a shared services environment. The role combines technical leadership, service management, stakeholder engagement, transition management, and team development to ensure stable, secure, and efficient network operations. The individual will drive cross-skilling initiatives, operational optimization, automation opportunities, and service excellence while providing technical oversight across enterprise network technologies.
Years of experience needed is 6 to 8 years
Technical Skills & Tools
- Routing & Switching
- LAN/WAN & SD-WAN
- Palo Alto & Forescout
- Cisco Meraki & Aruba Networks
- Cisco IOS/Catalyst & Cisco ISE
- VPN & Wireless Technologies
- Load Balancers (F5, Citrix ADC/NetScaler)
- Network Access Control (NAC)
- LogicMonitor, PRTG, SolarWinds & Zabbix
- ServiceNow
- Network Configuration & Backup Tools
- Syslog & Event Management Tools
- Network Monitoring, Performance & Capacity Management
Key Responsibilities
- Own end-to-end network service delivery across multiple customer environments, ensuring adherence to SLAs, KPIs, and operational commitments.
- Serve as the primary escalation point for network-related incidents, major outages, and service issues.
- Build and maintain strong relationships with customer stakeholders, conducting regular service reviews and governance meetings.
- Lead customer onboarding, service transitions, knowledge transfers, and operational readiness activities.
- Drive continuous service improvement initiatives through process optimization, standardization, and automation.
- Enable and foster cross-skilling across the team to build a resilient and multi-skilled support organization.
- Mentor, coach, and develop network engineers while identifying skill gaps and supporting career growth.
- Oversee Incident, Problem, Change, and Request Management processes in line with ITIL best practices.
- Drive root cause analysis and preventive actions to reduce recurring incidents and improve service stability.
- Provide technical leadership and guidance across Routing & Switching, LAN/WAN, SD-WAN, Palo Alto, Forescout, Meraki, and Aruba technologies.
- Collaborate with internal teams, vendors, and customer stakeholders to deliver projects, technology upgrades, and service improvements.
- Identify opportunities to improve operational efficiency through tooling enhancements, automation, and proactive monitoring.
Core Competencies
- Shared Services & Multi-Customer Service Delivery
- Customer Stakeholder Management & Service Governance
- Service Management (ITIL)
- Team Leadership, Mentoring & Cross-Skilling
- Transition & Transformation Management
- Automation & Operational Optimization
- Continuous Service Improvement
- Incident, Problem & Change Management
- Technical Escalation Management
- Communication, Collaboration & Governance
- Strategic Planning & Operational Excellence
Qualification Needed:
- NA
Certifications Needed:
- CCNA (Preferred)
- ITIL Foundation (Preferred)
- CCNP or equivalent networking certification (Desirable)
- Palo Alto Networks Certification (Desirable)
- Aruba Certification (Desirable)
- Meraki Certification (Desirable)
- SD-WAN Vendor Certifications (Desirable)
About Mphasis
Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.