SR NETWORK CONSULTANT I-INDIA

Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities. At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter. This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today. The Main Responsibilities 
 Provide first, second, and third-level support, resolving ~75% of issues without escalation. Troubleshoot network, server, and hardware issues, ensuring minimal downtime. Escalate unresolved issues to relevant engineering teams while adhering to defined procedures. Maintain accurate and up-to-date ticket information, ensuring transparent communication with customers. Coordinate replacement of faulty hardware and ensure timely resolution. Execute client change requests in collaboration with Engineering, Account Management, and Command Centre teams. Escalate critical incidents/outages to leadership as per SLA and process guidelines. Document incident resolutions thoroughly in case notes and provide detailed feedback to stakeholders. Review and manage open cases daily, updating relevant stakeholders on status and progress. Ensure smooth shift handovers with comprehensive updates. Participate in daily operations and change review meetings. Engage with third-party vendors for issue resolution when required.   What We Look For in a Candidate 
 Core Competencies Strong customer-facing communication skills (verbal and written). Ability to work under pressure and manage multiple priorities. Analytical mindset with strong troubleshooting capabilities. Proactive, adaptable, and team-oriented approach. Experience with ticketing tools and adherence to SLA timelines. Technical Skills Networking & Security Technologies Cisco routers and switches Lenovo switching solutions SD-WAN (multi-vendor) Wireless technologies (Cisco WiFi) Firewalls (Sophos, Check Point) Load balancers (F5 Big-IP, Kemp) Azure Networking (vNets, Virtual WAN, VPNs, NSG, Hub architectures) Proxy solutions (Bluecoat) and Meraki devices RSA server management Networking Fundamentals TCP/IP protocols Layer 2 & Layer 3 switching and routing Routing protocols: BGP, EIGRP, OSPF Network security concepts: Firewalls, IDS/IPS, VPNs, SSL Load balancing principles Radius/NPS configuration and administration Tools & Platforms Packet capture tools: Wireshark, NetScout Monitoring tools: SolarWinds, NetFlow IP Soft tools Operating systems: Windows, Linux/Unix Networking services: DHCP, DNS Additional Requirements Experience in enterprise network support environments (mandatory) Strong troubleshooting and incident management experience Ability to design, implement, and support network/security solutions ITIL certification (preferred) Nice to Have Experience with Zscaler Requisition #: 343758 Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.   Privacy Notice Lumen is committed to protecting the privacy and