Tech Lead - Software Engineer

Job Description

• Skill Set :

  Cisco SD-WAN

• Total Experience :

  5.00 to 7.00 Years

• No of Openings :

  1

• Job Post Date :

  18/10/2026

• Job Expiry Date :

  17/11/2026

• Domain :

  IT

• Location :

  GURUGRAM [India]

• Job Reference No :

  4113590

Job Summary

Job description

Position

Technical Escalation Manager ‿ Integrated Ops

M1

Function CS&O

M2 Function Global Customer Support

Reports to Manager

Integrated Operations

Location: Gurgaon, Delhi

• Job Purpose

To troubleshoot and resolve complex customer related faults in a multiservice environment.

Working with vendors and providers to provide final resolution to any support request received. To contribute in tools development to reduce human efforts and to improve customer experience

Key Result Areas

• Handling escalated issues for LAN/WAN,Wiress, DNAC,ISE, SDWAN, Security, WAN optimalisation, Internet Proxy & Voice related failures.
• Explore automation opportunities in the system and collaborate with key stakeholders to accomplish them.
• Leading technical bridge calls with customer & all stakeholders for escalated incidents/Major incident till resolution.
• Contacting multiple vendors and following up until failure resolution.
• Timely and High Quality handling of all support

  Requests.

• Prepare Known error data base form learnings on past incidents and problems
• Coach & mentor Incident management teams to raise their autonomy level as and when required.
• Use all forms of training provided by Orange to keep up to date with existing and new services.
• Shift work/on call will be required
• Provide Level 3 support engineers and customer to resolve the incidents.
• Provide technical trainings to the Engineers and Senior Engineers.

Dimensions

Role impact on

• Customer satisfaction, relationship & Service operation business.
• Support in continual improvement in service operations.

Educational Qualifications and Certifications

• BE/B Tech/BCA/MCA or equivalent
• CCNA/CCNP/CCIP

Relevant Experience

Overall experience of 8+ years with minimum 3+ years of people management experience in customer facing jobrole.

Desired skills/knowledge

• An experience on Cisco Routers, switches and wireless configurations & SDWAN solutions.
• Excellent troubleshooting skills on network, Proxy, security, and cloud based solutions
• Service oriented, customer focused, and have the ability to resolve complex problems through a calculated and methodical approach.
• Good interpersonal skills and analytical skills
• Good time management, organizational and communication skills
• Ability to work under pressure. Ability to deal with multiple tasks.
• Ability to coach and mentor peers and subordinates
• Ability to act as the customer representative with suppliers and vendors. Proactive, self motivated, and determined attitude.
• Leadership and Matrix Management, Excellent training & coaching skills
• Excellent problem solving skills are necessary. Flexibility in terms of working hours.
• Proficient in English.

Scope of technical expertise must include some the following:

• Services: LAN, WAN, SDWAN and IPNet (Private Internet VPN), DSL
• Router types: Cisco all chassis, Juniper MX.
• Routing and Other Protocols: OSPF, EIGRP, BGP4, MPLS, IS IS, Metro Ethernet Access etc.
• Remote Access: PPP Dial (ISDN/PSTN), IPsec (VPN).
• Internet, IP security, Proxy solutions, Firewalls (Fortinet, Paulo Alto, Checkpoint) & voice solutions