Mutual Opportunities
Technical Lead - Network Operations
Hyderabad, India
We thank all our employees for making MassMutual India worthy of Great Place to Work recognition for the third consecutive year.
Overview
A career with us means you’ll work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are integral to MassMutual's digital transformation journey. Their dedication and expertise form the foundation of our success.
At MassMutual India, we believe in empowering our teams to innovate and make a meaningful impact. Our work environment values diverse perspectives, encourages continuous learning, and promotes growth. Join us in shaping the future, in a place where your ideas, passion, and commitment can drive real change.
Job Description
Technical Lead - Network Operations
Hands-on technical lead responsible for advanced troubleshooting oversight, design , engineering and strategic evolution of 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.
Key Responsibilities
- Lead and oversee Hyderabad office network operations and support activities.
- Manage and mentor local network team members and provide technical guidance/escalation support.
AdvancedIncident 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.
- Infoblox administration, upgrades, and operational maintenance.
- Design and optimize:
- Enterprise networks (LAN/WAN, DC, Cloud)
- Hybrid cloud connectivity (Azure/AWS VPN/ExpressRoute/Direct Connect)
Cloud Networking & Hybrid Connectivity
- AWS networking (VPCs, Transit Gateway)
- On-prem ↔ cloud connectivity
Load Balancing & Traffic Engineering:
- Architect and 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.
Hiring Process
Explore
Explore our open jobs by clicking 'search jobs' to find a position that aligns with your experience and skills.
Apply
Click the “apply” button on that job posting to complete and submit your application. Your application will be reviewed by a recruiter, which, due to the volume of applications received, may take some time as we carefully consider each application.
Screen
After your application has been reviewed, if you meet the qualifications for the role, a recruiter will reach out to you to start a conversation.
Interview
If you are invited for an interview, you will be scheduled to meet with the interview panel and complete the necessary rounds of interviews.
Offer
After the interview evaluation, if you are extended an offer to join MassMutual India and you accept the offer, your start will be contingent upon a satisfactory background check.
Hire
If you accept the offer, we will be so excited to welcome you to the MassMutual India family!
Award Winning Culture
We are proud to bring a vibrant workplace culture that inspires creativity, cooperation, and inclusivity. Recognized for our commitment to employee well-being, we create an environment where professionals thrive and feel valued. Our award-winning practices emphasize a balance between personal growth and professional success, supported by robust mental health initiatives, state-of-the-art technology, and empowering leadership.
Join us to experience a culture that celebrates excellence, nurtures diversity, and champions your aspirations.
How We Work
As an organization we encourage work life balance. To achieve this, we follow a hybrid work model where employees can choose to work from office any three days in a week and from home for the remaining days. A win-win for employees as well as business as we continue to be flexible with in-person collaboration as well as working remotely.
By the numbers*
- 92 % employee respondents say the best ideas get all the support needed.
- 90 % employee respondents say they have opportunities to build the skills and experiences for future success.
- 92 % employee respondents say they have sense of belonging at work.
*Source: 2024 MassMutual India employee engagement survey
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ALERT: Current Scams To Watch Out For
Fake Job Postings
Fake job postings are a common scam where fraudsters create enticing job listings for companies on popular job boards or social media platforms, often promising high salaries, flexible hours, and amazing benefits. These scams are conducted through online communication and affect all types of companies, regardless of their size, across the country.
MassMutual India values your privacy and security. We will never ask candidates to pay any kind of recruitment or placement fee, transfer cash, or make an investment in any product or service. We will never ask candidates to provide information, such as bank account details, social security numbers, National ID, credit card numbers, or banking PIN numbers, via email, phone, or online platforms.
Common fraud schemes:
- Individuals posing as recruiters from the actual company.
- Fake recruiting pages or job postings on sites such as LinkedIn and Google Hangouts.
- Fraudsters using different channels such as Facebook Messenger, LinkedIn, or Skype to connect with potential victims.
- Contacting candidates for conducting fake interviews and making fake job offers.
What to do:
- Do not engage with suspicious recruiters or job postings.
- Report fraudulent job listings to the relevant job board or platform.
- Block and mark emails/messages as spam if you suspect fraud.
- Verify job postings only through MassMutual India’s official website and trusted recruitment channels.
If you suspect someone is impersonating MassMutual India to request this information, please reach out to us at MMGBSITalentAcquisition@massmutual.com
Phishing Scams
These scams often start with an email that appears to be from MassMutual India, asking you to click a link to apply for a job or update your application. The link redirects to a fake website designed to steal your personal information or install malware on your device.
Work-from-Home Scams
With the rise of remote work, scammers can now offer seemingly perfect work-from-home jobs appearing to be from MassMutual India. These scams often require upfront payment for training materials, software, or equipment—something MassMutual never requests from candidates.
How to Spot a Job Scam
-
- Requests for upfront payments—No legitimate employer asks for money.
- Unrealistic salary offers—If it sounds too good to be true, it probably is.
- Vague job descriptions—Scammers avoid providing clear job details.
- Unprofessional communication—Poor grammar, unofficial emails, or suspicious interview processes.
- Pressure to act quickly—Scammers create urgency to prevent you from verifying details.
- Requests for sensitive personal information early in the process—A real employer will not ask for bank details or personal IDs before an official job offer.
What to do:
If you discover a fake job posting or are subject to a phishing scam or any of the above-mentioned frauds, consider filing a cybercrime complaint, report the scam to the job board or social media platform where you found the posting, and report it to MassMutual India. You should also consider filing a complaint with your local police department.
Note: MassMutual India does not investigate, take legal action, or assume responsibility for fraudulent job postings or scam activities conducted by third parties misusing its name. Candidates are solely responsible for verifying job opportunities and reporting fraud to the appropriate authorities. Reports of suspected scams may be sent to MMGBSITalentAcquisition@massmutual.com, but MassMutual India does not guarantee any action on such reports.
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