Technical Manager - Network Operations

Who We Are – MassMutual India
Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. Therefore, we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We’re people helping people
A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals.  Our employees are the foundation of what makes MassMutual a strong, stable, and ethical business.  We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.
Together, we’re stronger.

Job Description

 Technical Lead - Network Operations

Hands-on technical lead responsible for advanced troubleshooting oversight, design , engineering and strategic evolution with 12+ years of experience in  enterprise network across on-prem, cloud, and contact center ecosystems. infrastructure lifecycle management, and country-specific compliance requirements. This role acts as the primary escalation point for Hyderabad office network operations while closely partnering with Home Office infrastructure and security teams.

• Lead and oversee Hyderabad office network operations and support activities.
• Manage and mentor local network team members and provide technical guidance/escalation support.

Advanced Incident Resolution & Escalation Ownership:

• Act as the primary escalation point for all network-related incidents, outages, and operational issues.
• Lead resolution of critical P1/P2 network incidents
• Provide deep-dive troubleshooting across:
  • Network (routing, switching, load balancing)
  • Cloud connectivity
  • Voice/contact center flows
• Perform packet-level and call trace analysis
• Own final RCA and prevent recurrence through design/automation improvements

Network performance & Upgrades:

• Monitor enterprise network for connectivity issues, performance degradation, and service interruptions.
• Coordinate with appropriate internal teams and vendors for issue resolution.
• Ensure timely incident response, communication, RCA, and closure.
• Manage on-premises network infrastructure including:
  • Switches, routers, wireless infrastructure, and hub room maintenance.
  • Network hardware lifecycle activities include upgrades, refreshes, and replacements.

• Design and optimize:
  • Contribute to design and optimization activities in collaboration with Home Office teams:
  • Enterprise Networks (LAN/WAN, DC, Cloud) while aligning with global standards and architecture direction.
  • Hybrid cloud connectivity (Azure/AWS, VPN//ExpressRoute/Direct Connect) with active participation in planning, implementation and optimization discussions.

Cloud Networking & Hybrid Connectivity

• AWS networking (VPCs, Transit Gateway)
• On-prem ↔ cloud connectivity

Load Balancing & Traffic Engineering:

• Manage F5 load balancers (LTM, GTM concepts)
• Application delivery optimization

Automation & Observability:

• Develop automations for Incident response, Network validation & Configuration management
• Enhance Monitoring (alerts, thresholds, dashboards), Observability (log/trace correlation)
• Drive MTTR reduction and predictive operations

Vendor & Platform Governance:

• Act as technical escalation point for vendors:
  • ISPs / circuits
  • Voice providers
  • OEMs (Cisco, F5, etc.)

• Manage and maintain ISP connectivity including primary and secondary Tata circuits and coordinate with telecom providers for escalations and service restoration.
• Work closely with firewall/security teams on major incidents, network changes, and security remediation activities.
• Support and coordinate network-related activities across both on-premises and cloud environments.
• Provide oversight for Hyderabad Voice Operations team activities; no deep hands-on voice administration required but expected to coordinate and drive operational accountability.
• Coordinate with Home Office teams on global initiatives, network standards, implementation plans, and operational improvements.
• Participate in major incident management calls and drive network-related troubleshooting and resolution activities.
• Review and maintain network documentation, topology diagrams, SOPs, runbooks, and operational knowledge base articles.
• Drive continuous improvement initiatives to improve MTTR and reduce recurring incidents.
• Ensure monitoring, alerting, and operational processes are aligned with enterprise standards.

Required Qualifications

• Strong networking fundamentals across enterprise environments:
• Deep expertise in TCP/IP, VLANs, DNS/DHCP, routing and switching.
• BGP and OSPF (design, troubleshooting) knowledge.
• Structured troubleshooting including packet capture analysis.
• Network flow diagnostics
• Understanding of load balancers (F5 preferred).
• Experience managing enterprise office network infrastructure and vendor coordination.
• Experience handling network escalations, RCA discussions, and major incident management.
• Working knowledge of cloud networking concepts and hybrid infrastructure environments.
• Basic understanding of voice concepts including SIP/RTP, QoS, and call flows.
• Experience with ServiceNow platform for incident/change/problem management.
• Strong stakeholder management and communication skills with ability to work across global teams and time zones.
• Experience creating and maintaining technical documentation, RCA reports, and operational runbooks.
• Ability to lead small operational teams and coordinate cross-functional activities.

Preferred Qualifications

• Experience with Cisco and Arista platforms including CVaS.
• Exposure to enterprise firewall/security operations and coordination with security teams.
• Experience managing ISP/vendor relationships and telecom escalations.
• Experience with monitoring and network management tools.
• Familiarity with Confluence, Lucid chart, and Visio.
• Prior experience in enterprise contact center or voice operations environments.

Why Join Us?
We’ve been around since 1851. During our history, we’ve learned a few things about making sure our customers our top priority. In order to meet and exceed their expectations, we must have the best people providing the best thinking, products, and services. To accomplish this, we celebrate an inclusive, vibrant, and diverse culture that encourages growth, openness, and opportunities for everyone. A career with MassMutual, Great Place to Work® certified and India's Best Workplaces in BFSI 2023 - Top 50 organization means you will be part of a strong, stable, and ethical business with industry leading pay and benefits. And your voice will always be heard.
Does this sound like a great fit? Apply today!