IT Operations Manager

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Job Description

The Manager – IT Network and Security will lead the planning, deployment, and support of network infrastructure and security operations across the enterprise. This role requires hands-on technical knowledge as well as leadership capabilities to manage a team of network and security engineers. The individual will be responsible for maintaining secure, reliable, and high-performance connectivity across on-premise and cloud environments.

Role & Responsibilities:
● Experience in Network Design, Implementation and support
● Responsible for creating High level Network design, Low level design, Implementation Plan, migration plan, testing plan for the new projects
● Validating the existing design and provide recommendations for optimization
● Responsible for troubleshooting and fixing Major Network issues (Priority Medium to Critical)
● Participate in Major/Minor Incident Management Calls and provide solution/update on a timely manner
● Supervise and mentor a team of network and security engineers and analysts.
● Technical co-ordination with the OEM support in the event of any Technology assistance ·
● Update Training and Support documentation
● Manage end-to-end enterprise networking (LAN, WAN, Wireless & Firewall)
● Coordinate with cross-functional teams to support business and IT initiatives.
● Oversee performance monitoring, fault management, and capacity planning.
● Lead lifecycle management of network hardware and software.
● Understand and document the Current Mode of Operations (CMO)
● Security patches and updates to network devices and firewalls to address vulnerabilities
● Collecting and analysing logs from network devices and firewalls to identify potential security events
● Create and maintain detailed network diagrams, configuration standards, and SOPs
● Work with the Helpdesk Team to prioritize critical or high-impact network issues
● Act as the primary escalation point for complex network issues that are beyond the scope of the Helpdesk Team.
● Maintain clear and consistent communication with Helpdesk personnel during ticket investigations and updates.
● Provide advanced troubleshooting support and guidance to ensure timely resolution
● Share relevant documentation and standard operating procedures (SOPs) with the IT Helpdesk Team.
● Conduct periodic knowledge transfer sessions to enhance the Helpdesk Team’s capability in handling recurring or common network issues
● Participate in regular sync-ups or reviews to analyze ticket trends, root causes, and process improvements.
● Ensure that resolutions and network-related knowledge base articles are properly documented.
● Contribute to reports on ticket resolution times, recurring issues, and recommendations for network improvements.
● Act as the main liaison between IT operations and the GRC team to align on security posture, risk mitigation, and compliance.
● Contribute to internal risk assessments, control validations, and audit readiness while ensuring IT practices align with GRC-defined strategies

Qualifications

● Strong knowledge of Wireless/Wired LAN, WAN & Network Security infrastructure
● 10 - 15 Years relevant experince,13+ years of experience in network and security, with 2+ years in a senior technical lead role
● Candidate will be responsible for, but not limited to, the following: (Must Have)
○ Configuration, deployment, monitoring, troubleshooting, and analysis of Wired & Wireless network, WAN and Firewall infrastructure services
○ Actively monitoring and reacting to real-time network conditions and leading improvement efforts in support of monitoring, performance, and reporting.
○ Well exposed to handle operation, deployment, and monitoring in the Wired & Wireless, WAN and Firewall also good knowledge on standards such as wireless security mechanisms, network design principles, firewall technology, and wireless network control systems, with a primary focus on Ruckus/Aruba/Cisco/Palo Alto platforms.
○ Hands-on experience implementing, upgrading/administering, and troubleshooting wireless controllers with an emphasis on Ruckus/Cisco/Palo Alto/Link Load Balancer devices.
○ Should have good Debugging and Troubleshooting and log analysis skills
○ Hands-on experience in defining, deploying/managing and troubleshooting the Authentication, Authorization, Accounting mechanism for user authentication
○ Hands-On experience in integration of analytics tools with WiFi / LAN/ Firewall infrastructure for greater visibility and monitoring the traction happening with networks
○ Excellent hands on knowledge of routing & switching technologies and troubleshooting.
○ Hand-on experience & concept understanding in Firewalls like Palo Alto & VPN Cloud/ PRISMA
○ Strong troubleshooting and problem-solving skills ○ Ability to design complex network architectures
○ Experience with centralized network monitoring and management systems

Skills & Certifications
● Exceptional leadership and team management capabilities
● Strong communication skills
● Strategic thinking and forward-planning mindset
● Excellent project management skills
● Ability to manage complex & distributed network environments
● Certification Requirements : (if any)
○ CCDP Enterprise with Network / Security
○ Palo Alto Certification (PCNSE)
○ Wireless certification CWNA / CWNP ○ ITIL and PMP (for operational/process alignment)

● Educational qualifications: B.E. Degree, with any discipline.

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.

Experience Level

Mid Level