Network & Production Support Engineers

Were Hiring: Network & Production Support Engineers Enterprise IT Operations

20+ Openings | 3 - 20 Years of Experience | Multiple Levels

Locations: Mumbai | Pune | Chandigarh | Gurugram | Noida | Delhi | Bengaluru | Hyderabad | Chennai
Employment Type: Permanent | Contract
Industry: Fortune 500 Client Projects (Staffing via Hatchtra)

Specific location, experience requirements, employment type, and work model may vary by position and role.

About the Role

We are seeking skilled Network Support, Production Support, and IT Operations Engineers with experience in telecom, ISP, enterprise network infrastructure, and mission-critical production environments.

The ideal candidates will have hands-on expertise in IP/Ethernet networking, network equipment troubleshooting, fiber operations, NOC monitoring, incident management, and root cause analysis (RCA). Depending on the role and seniority, responsibilities may also include application and infrastructure support, automation, performance optimization, service reliability, and team leadership.

Candidates with experience in Tier 2/3 network support, telecom-grade NOC operations, fiber fault diagnosis, and enterprise IT operations are encouraged to apply.

Open Positions & Designations

• Network Support Engineer / L2 Support Engineer 3 5 Years
• Senior Network / Production Support Engineer (L3) 5 10 Years
• Technical Specialist / Support Lead – 8 – 12 Years
• Operations Manager / Service Delivery Manager – 10 – 15 Years
• Director of IT Operations / Head of Production Support – 15 – 20 Years

Designation and experience requirements will depend on the specific opening.

Key Responsibilities

1. Network Operations & Technical Support

• Provide L2/L3 technical support for network infrastructure, enterprise connectivity, and escalated customer incidents.
• Troubleshoot and restore Ethernet/IP circuits at service and circuit levels.
• Diagnose network connectivity, routing, switching, performance, and availability issues.
• Configure, install, maintain, and troubleshoot routers, switches, Network Interface Devices (NIDs), and related equipment.
• Work with networking platforms such as Cisco, Juniper, Nokia, Ciena, and Accedian.
• Monitor network health, alarms, and performance metrics in a 24x7 NOC environment.
• Coordinate with Core Engineering, Provisioning, Field Operations, and external vendors to restore services within agreed SLAs.

2. Network Protocols & Infrastructure Troubleshooting

• Diagnose and resolve issues involving BGP, MPLS, Ethernet switching, VLANs, STP, and LAG.
• Use network device CLI, SNMP-based tools, and vendor-specific Network Management Systems (NMS) for troubleshooting.
• Perform network isolation, fault diagnosis, performance analysis, and service restoration.
• Support critical hardware interventions, including core router, line card, and network component replacements.
• Troubleshoot telecom infrastructure and enterprise connectivity issues, with exposure to FTTx and DWDM considered an advantage.

3. Fiber Operations & Field Support

• Perform or coordinate fiber fault identification, testing, repair, and restoration activities.
• Support Outside Plant (OSP) fiber operations, maintenance, fiber splicing, and fiber network troubleshooting.
• Assist field technicians and engineers with fiber fault diagnosis and OTDR testing.
• Conduct RFC 2544 testing and validate network throughput and circuit performance.
• Use diagnostic tools such as OTDR, iPerf, and Wireshark to identify and resolve network issues.
• Coordinate field interventions and ensure timely service restoration.

4. Production & Application Support

• Monitor and support enterprise applications, infrastructure services, and production systems in 24x7 environments.
• Perform incident triage, troubleshooting, and resolution within defined SLAs.
• Investigate application, database, operating system, infrastructure, and network-related incidents, according to role requirements.
• Execute operational runbooks, standard procedures, and recovery workflows.
• Collaborate with application development, infrastructure, database, and network engineering teams to resolve complex incidents.
• Support production deployments, release activities, change implementation, and post-deployment validation where applicable.

5. Incident, Problem & Change Management

• Manage incidents, problems, and changes in accordance with ITIL practices and operational procedures.
• Perform root cause analysis (RCA) for recurring incidents and major service disruptions.
• Implement corrective and preventive actions to improve service availability and reliability.
• Follow escalation matrices and engage senior engineering teams or third-party vendors for critical hardware and software issues.
• Maintain incident tickets, troubleshooting records, resolution details, RCA reports, and service restoration timelines.
• Participate in major incident management and post-incident reviews.

6. Monitoring, Automation & Service Reliability

• Monitor network, application, infrastructure, and system performance using relevant monitoring and observability platforms.
• Work with tools such as Splunk, ELK, Grafana, Prometheus, AppDynamics, Dynatrace, Datadog, and Nagios, depending on the environment.
• Use Python, Shell, Bash, PowerShell, or Ansible to automate repetitive support tasks and operational workflows.
• Identify performance bottlenecks, recurring alerts, capacity issues, and service reliability risks.
• Contribute to continuous service improvement, operational efficiency, and preventive maintenance.
• Support DevOps and SRE practices where applicable to the role.

7. Customer Communication & Cross-Functional Collaboration

• Communicate professionally with enterprise customers regarding incident status, troubleshooting progress, and resolution timelines.
• Provide timely updates to customers, internal stakeholders, and management during critical incidents.
• Coordinate with Field Operations, Provisioning, Core Engineering, Application Support, and Service Delivery teams.
• Ensure effective handovers between shifts and maintain accurate operational documentation.
• Remain calm and effective while handling high-priority incidents in high-availability environments.

8. Leadership & Service Delivery (Senior Roles)

• Lead technical support teams and manage operational delivery across shifts or locations.
• Define and track SLAs, KPIs, incident trends, service availability, and operational performance.
• Oversee major incident response, escalations, RCA, and service improvement initiatives.
• Drive automation, standardization, capacity planning, and operational cost optimization.
• Mentor junior engineers and collaborate with senior stakeholders on reliability and service delivery strategies.

Technical Skills & Tools

Networking & Telecom

• IP Networking, Ethernet, Routing, Switching, BGP, MPLS, VLAN, STP, LAG
• Cisco, Juniper, Nokia, Ciena, Accedian
• Routers, Switches, NIDs, CLI, SNMP, Network Management Systems
• Fiber Optics, OSP, OTDR, Fiber Splicing, RFC 2544, iPerf, Wireshark
• Telecom/ISP NOC Operations, FTTx, DWDM

Production & Application Support

• Application Support, Production Support, L2/L3 Troubleshooting
• Incident, Problem, and Change Management
• Root Cause Analysis (RCA), SLA Management, Service Restoration
• Linux/Unix, Windows Server, Infrastructure and Database Support

Monitoring & ITSM

• Splunk, ELK, Grafana, Prometheus, AppDynamics, Dynatrace, Datadog, Nagios
• ServiceNow, JIRA, Remedy, PagerDuty

Automation & DevOps

• Python, Shell Scripting, Bash, PowerShell, Ansible
• Jenkins, Git, Docker, Kubernetes
• AWS, Microsoft Azure, or GCP exposure, depending on the role

Specific tools and technologies will vary by position. Candidates are not expected to have expertise in every tool listed.

Qualifications & Experience

• Bachelor's or Master's degree in Computer Science, Information Technology, Electronics, Telecommunications, Engineering, or a related discipline.
• Relevant experience in network operations, telecom/ISP support, NOC operations, production support, application support, or enterprise IT operations, depending on the position.
• Strong hands-on troubleshooting, analytical, problem-solving, and documentation skills.
• Experience working in 24x7 operational environments and managing incidents within defined SLAs.
• Field technician experience of 1 – 2 years, preferably in telecom or fiber network operations, for field-focused positions.
• Strong verbal and written English communication skills.
• Ability to work under pressure, manage multiple priorities, and coordinate effectively with cross-functional teams.
• Leadership and service delivery experience for senior and managerial positions.

Preferred Certifications

• Cisco CCNA / CCNP
• Juniper JNCIA / JNCIS
• Nokia networking certifications
• ITIL Foundation / Intermediate
• SRE certifications
• AWS / Azure operations certifications

Who Should Apply?

We welcome applications from professionals with experience in:

• Network Operations and Telecom/ISP Support
• L2/L3 Network Engineering and NOC Operations
• Fiber Operations, OSP, and Field Network Support
• Production and Application Support
• Infrastructure Operations and Service Reliability
• Technical Support Leadership and IT Service Delivery

Multiple openings are available across experience levels and locations. Candidates will be considered based on their relevant technical expertise, experience, and suitability for the specific role.