Network Traffic support

This role is for one of our clients

Industry: IT Services and IT Consulting
Seniority level: Mid-Senior level

Min Experience: 5+ years
Location: Pune, Bengaluru
JobType: full-time

We are looking for an experienced Network Traffic Support professional with 10–18 years of experience in network operations, traffic management, and enterprise technical support. The ideal candidate will have strong experience supporting complex network environments, troubleshooting traffic-related issues, and ensuring the availability, reliability, and performance of critical network infrastructure.
This role will involve working closely with network engineering, infrastructure, security, operations, and customer-facing teams to identify and resolve network traffic issues. The candidate should be comfortable handling complex incidents, performing root-cause analysis, coordinating escalations, and providing timely technical support to customers and internal stakeholders.
Key Responsibilities
Provide technical support for network traffic, connectivity, routing, switching, and performance-related issues.
Monitor network traffic and identify unusual patterns, bottlenecks, latency, packet loss, and connectivity problems.
Troubleshoot complex network incidents and ensure timely resolution in accordance with defined SLAs.
Act as a senior escalation point for critical customer and network-related issues.
Work with customers to understand technical problems, gather relevant information, and provide appropriate resolutions.
Collaborate with network engineering and infrastructure teams on complex troubleshooting and service-impacting incidents.
Perform detailed root-cause analysis and prepare incident reports for recurring or major network issues.
Analyze network logs, monitoring data, traffic flows, and performance metrics to identify potential problems.
Support network changes, upgrades, maintenance activities, and traffic optimization initiatives.
Maintain accurate documentation of incidents, troubleshooting procedures, network issues, and resolutions.
Participate in incident, problem, and change management processes.
Coordinate with internal teams and external vendors when issues require specialized technical intervention.
Proactively identify recurring network problems and recommend improvements to enhance service reliability.
Provide regular updates to customers and stakeholders throughout the incident lifecycle.
Good-to-Have Skills
Customer Support and technical customer interaction experience.
Strong understanding of TCP/IP, DNS, DHCP, HTTP/HTTPS, VPN, routing, and switching concepts.
Experience with network monitoring and traffic-analysis tools.
Familiarity with technologies such as BGP, OSPF, MPLS, SD-WAN, firewalls, load balancers, and proxies.
Experience working in enterprise or large-scale network environments.
Knowledge of ITIL-based incident, problem, and change management processes.
Strong analytical and troubleshooting abilities.
Excellent communication and stakeholder-management skills.
Ability to handle high-priority incidents and work effectively under pressure.
Experience working with geographically distributed teams and customers is an advantage.
Candidate Profile
The ideal candidate should bring 10–18 years of relevant experience in network support, network operations, technical support, or a closely related domain. Strong problem-solving skills, customer orientation, and the ability to independently manage complex technical issues are essential. The candidate should be capable of translating technical problems into clear explanations for customers while coordinating effectively with internal engineering teams.