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Network Support Squad Lead (Level 2)

Network Support Squad Lead (Level 2)

XalientIndia
30+ days ago
Job type
  • Quick Apply
Job description

Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world’s leading enterprises stay secure, connected, and ready for the future - bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.

Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia - delivering fast, tangible outcomes and long-term impact.

Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today’s digital complexity with confidence.

Reporting to the Operations Lead, the Network Support Squad Lead – Level 2 is responsible for providing technical leadership to Level 1 and Level 2 engineers within the squad. Each squad is a multidisciplinary team comprising Level 1, Level 2, and Level 3 engineers, along with an Incident Manager, working together to support a 24 / 7 managed services operation. The Squad Lead is responsible for leading their respective squad during their assigned shift and serves as the line manager for the Level 1 engineers within the squad, providing day-to-day guidance, performance input, and ongoing development support.

This hands-on role involves managing incident triage, prioritisation, and escalation to ensure SLAs are met, while also spending around 70% of time on Level 2 technical tasks. The Squad Lead owns and coordinates all incidents during their shift, collaborating with the Incident Manager during major incidents and engaging senior teams when required. A focus on operational excellence is key, with responsibilities including participation in root cause analysis, process improvements, documentation, and effective shift handovers to maintain 24 / 7 service continuity.

The ideal candidate will be an experienced engineer with solid skills across routing, switching, firewalls, Wi-Fi, (SD-)WAN, and cloud networking solutions. You’ll combine technical expertise with strong leadership and mentoring abilities, supporting team development and fostering collaboration across shifts. A customer-focused mindset, attention to service quality, and the ability to thrive in a fast-paced environment are essential for success.

The role requires participation in a rotating 24x7x365 schedule, including weekends, holidays, and religious or cultural observances. Participation in an on-call rota may also be required to support critical incidents outside of standard hours.

What you’ll be doing

  • Managing incident triage across all engineering tiers (L1-L3) within your squad, coordinating with the Incident Manager to ensure effective prioritisation, escalation, and timely resolution of all P1–P4 incidents to prevent SLA breaches.
  • Leading and managing Level 1 engineers within your squad, providing clear direction, performance feedback, and day-to-day support, while mentoring junior engineers to foster skill development and contribute to team knowledge through documentation, best practices, and incident analysis.
  • Delivering hands-on technical support for Level 2 network incidents across routing, switching, firewalls, (SD-)WAN, Wi-Fi, and cloud-based networking solutions.
  • Coordinating with the Incident Manager during major incidents, facilitating technical input, communication, and escalation to senior stakeholders.
  • Seeking support and collaboration from other Team Leads and technical managers during core business hours to ensure efficient resolution of complex issues.
  • Ensuring accurate documentation and smooth handovers of ongoing incidents to maintain seamless 24 / 7 service continuity.
  • Driving continuous improvement by identifying recurring issues, supporting root cause analysis, and suggesting enhancements to processes, tooling, and service delivery.

What you'll need :

  • Proven experience leading or coordinating shift-based engineering teams in a 24 / 7 managed services environment, including line management OR mentoring of junior engineers.
  • 5+ years’ experience in technical support within an MSP, with previous team lead responsibilities in networking or network security.
  • Strong technical expertise across routing, switching, firewalls, Wi-Fi, (SD-)WAN, cloud networking, and related security technologies, with hands-on experience using vendors such as Aruba, Silver Peak, Fortinet, Cisco or Palo Alto
  • Proficient in incident and major incident management, triage, and escalation, with a solid understanding of ITIL principles and SLA-driven environments.
  • Excellent communication, coaching, and interpersonal skills, with the ability to develop early-career engineers, collaborate across teams, and manage customer escalations professionally.
  • Strong problem-solving and organisational abilities, with a focus on root cause analysis, documentation accuracy, and maintaining service continuity under pressure.

    • Education :

  • Bachelor’s degree in Computer Science, Information Technology, Network Engineering, or a related field (or equivalent professional experience).
  • Industry certifications at a minimum of CCNP level (e.g. Cisco Certified Network Professional – Enterprise, Security or equivalent).
  • ITIL Foundation certification (or demonstrable working knowledge of ITIL-based service management processes).
  • SD-WAN-specific certifications or training (e.g. Silver Peak / Aruba EdgeConnect, Fortinet SD-WAN, etc.) are desirable.

    • Preferred Qualifications :

  • Additional certifications from major vendors strongly preferred, such as :

    • Fortinet NSE4 / FCP or above

  • Aruba Certified Professional (e.g. ACMP)
  • Palo Alto Networks PCNSE
  • Zscaler Certified Professional

    • Benefits :

  • IT Set Up 25,000 INR (after passing your 6 months’ probation)
  • Joining bonus of 50,795 paid 3 months after starting
  • 18 days annual leave
  • 12 regional and national holidays
  • Extra 1-day annual leave for your Birthday.
  • Medical insurance
  • EAP – Employee assistance programme
  • Referral bonus scheme, of 60,000 INR

    • Equal Opportunities Statement

    We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion / belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.

    Our Commitment to Diversity

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