Track Lead (Support & Operations)

Technology, Data & Digital

In short

Responsible for the engineering, operation, availability, and security of Microsoft Always On VPN services, providing L2/L3 support for VPN gateways, NPS, RAS, and related components. Requires 5-8+ years of experience with strong Windows Server, network technologies, and ITIL-based service management.

Responsibilities

Monitor and administer VPN/RAS servers, NPS servers, Windows NLB clusters, Azure Traffic Manager endpoints and associated service health indicators.
Troubleshoot user, device and site connectivity issues involving authentication, certificates, routing, DNS, split tunnelling, firewall flows and VPN profile behaviour.
Own technical resolution of incidents, service requests, problems and changes, including accurate ticket updates, evidence, timelines and closure notes.
Perform approved service restarts, server maintenance, patch coordination, endpoint enablement or disablement, and controlled traffic failover or switchback.
Participate in an on-call or major-incident rota and provide technical leadership during priority incidents.
Design, build, test and maintain AOVPN user and device tunnel configurations using ProfileXML and approved deployment methods.
Configure and support RAS/VPN, NPS/RADIUS policies, IKEv2/SSTP settings, IP addressing, routes, DNS rules and traffic filters.
Coordinate VPN profile deployment and removal through Microsoft Intune, ensuring pilot validation, sequencing, dependency checks and user-impact controls.
Plan certificate enrolment, renewal and revocation activities with PKI teams for server, user, device and external-facing certificates.
Support service transitions, platform upgrades, data-centre changes, tenant migrations, decommissioning and replacement of legacy VPN infrastructure.
Engage Microsoft and other vendors for product defects, complex troubleshooting and technical escalation.
Maintain disaster-recovery and blackout-recovery procedures covering backup, restore, rebuild, failover, rollback, validation, ownership and communication.
Execute periodic recovery and traffic-switchover tests, capture evidence, record lessons learned and drive corrective actions.
Validate configuration backups for VPN/NPS servers and AOVPN XML profiles, and confirm dependencies such as PKI, Intune, DNS, network, firewall and internet connectivity.
Apply security hardening, least-privilege access, certificate controls, logging and vulnerability-remediation requirements in line with organisational standards.
Assess service risks, document technical debt, maintain remediation plans and escalate material availability or security concerns.

Requirements

Hands-on administration and troubleshooting of Microsoft Always On VPN, RAS/RRAS, NPS/RADIUS, user tunnel, device tunnel and ProfileXML.
Strong Windows Server and Windows 10/11 knowledge, including services, networking, event logs, PowerShell and Group Policy.
Practical knowledge of Active Directory, Microsoft Entra ID, enterprise PKI, certificate templates, auto-enrolment, CRL/OCSP and certificate-based authentication.
Experience deploying and troubleshooting VPN profiles and certificates through Microsoft Intune or equivalent endpoint-management tooling.
Sound knowledge of TCP/IP, DNS, DHCP, routing, NAT, IPsec/IKEv2, SSTP, TLS, firewalls, proxies, load balancing and split/full-tunnel designs.
Working knowledge of Azure Traffic Manager or equivalent traffic-routing services, high-availability patterns, backup/recovery and disaster-recovery testing.
Experience with ITIL-based incident, problem, change, request, knowledge and major-incident management processes.
Bachelor's degree or equivalent practical experience in information technology, computer science, engineering or a related field.
5-8+ years of experience in enterprise network, remote-access or Windows infrastructure support, including substantial hands-on AOVPN experience.
Proven experience supporting production services across multiple sites or regions and working within structured change and incident-management controls.
Strong analytical troubleshooting and root-cause thinking.
Clear, concise stakeholder communication during incidents and planned changes.
Ownership mindset with disciplined follow-through and attention to documentation.
Ability to coordinate effectively across PKI, Intune, Wintel, network, security, vendor and service-management teams.
Risk-aware decision-making and a continuous-improvement approach.

Desired Qualifications

Microsoft, networking, cloud, security or IT service-management certifications are desirable.

Benefits

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark.
All at a place that knows that helping its customers stay on top starts by putting its people first.
Home to more than 223,000 people across 60 countries.
Delivering industry-leading capabilities centered around digital, engineering, cloud and AI.
Works with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Skills

Always On VPNNPS/RADIUSProfileXMLWindows ServerWindows 10Windows 11PowerShellGroup PolicyActive DirectoryMicrosoft Entra IDPKIMicrosoft IntuneTCP/IPDNSDHCPIPsec/IKEv2SSTPTLSFirewallsProxiesLoad BalancingAzure Traffic ManagerITIL

#VPN#Support#Operations#AOVPN#Microsoft#Connectivity#Network#Security#ITIL#Intune#PKI#Windows

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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