Job Description

ROLE AND RESPONSIBILITIES

We are looking for an experienced IT Head / Team Lead to oversee the Post-Sales Support Team responsible for enterprise

IT infrastructure projects. The candidate will manage multiple engineers, coordinate with OEMs and clients, ensure SLA

adherence, handle escalations, and drive operational excellence across all post-sales service engagements. IOS

Upgradation in Cisco switches, Routers, Stack Switches, WLC 3504, Cisco ASA 5512x, Cisco (WSA), Cisco Switches Stacks,

Cisco Firepower Threat Defense (FTD), Firepower Management Center (FMC), Cisco ASA 5506x & 5525x.

Lead and mentor the Network & System Support Engineers (L1-L3 level). Oversee daily operations for network, server, and storage support teams across multiple client locations. Manage incident, problem, and change management for all service requests. Coordinate with OEMs (Cisco, HP, Fortinet, Dell, etc.) for RMA and escalations. Ensure timely closure of helpdesk / CRM tickets and maintain service delivery KPIs. Review and optimize network infrastructure, performance, and uptime across client setups. Plan and execute preventive maintenance schedules and ensure SLA compliance. Work closely with Sales, Pre-Sales, and Procurement teams for new implementations, BOQs, and RFPs. Maintain strong client communication and manage escalations effectively. Support annual maintenance contracts (AMC), renewals, and project handovers. Prepare team performance reports, service dashboards, and management review summaries. Drive training and knowledge-sharing initiatives within the technical support team.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

BE/B. Tech in Electronics / IT / Computer Science or equivalent.

PREFERRED SKILLS

Strong knowledge of Routing, Switching, Firewalls, VPN, and Server-Storage solutions. Hands-on expertise in OEMs such as Cisco, Fortinet, HP, Dell, Polycom, Palo Alto, or VMware. Familiar with ticketing tools / CRM systems and service delivery management. Excellent communication, leadership, and problem-solving skills.
EXPERIENCE REQUIREMENTS:

8-12 years in IT Infrastructure / Network Support / System Integration domain. Proven experience in managing a technical support or network operations team. Certifications such as CCNP, MCSE, VCP,
or ITIL preferred.

Job Types: Full-time, Permanent

Pay: ₹367,205.63 - ₹1,621,741.72 per year

Benefits:

Health insurance Provident Fund
Work Location: In person