Sr Technical Lead (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · Network Administration · Cybersecurity · DevOps

In short

We are seeking a Sr Technical Lead (Support & Operations) with 5-8+ years of experience to engineer, operate, and secure Microsoft Always On VPN services. This full-time hybrid/remote role in Chennai, India involves L2/L3 support for VPN gateways, NPS, RAS, and related components, with on-call responsibilities.

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 behavior.
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.
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.
Maintain architecture diagrams, configuration baselines, standard operating procedures, runbooks, knowledge articles, and support matrices.
Provide operational reporting on availability, incidents, recurring issues, changes, capacity, certificate expiry, risks, and improvement actions.
Identify automation opportunities for monitoring, health checks, profile validation, reporting, and routine operational tasks.
Contribute to service reviews, problem-management sessions, change advisory discussions, and stakeholder governance meetings.
Mentor support engineers and provide knowledge transfer to service desk, workplace, and infrastructure teams.

Requirements

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.
Capability Expected proficiency Core AOVPN: Hands-on administration and troubleshooting of Microsoft Always On VPN, RAS/RRAS, NPS/RADIUS, user tunnel, device tunnel and ProfileXML.
Windows platform: Strong Windows Server and Windows 10/11 knowledge, including services, networking, event logs, PowerShell and Group Policy.
Identity and certificates: Practical knowledge of Active Directory, Microsoft Entra ID, enterprise PKI, certificate templates, auto-enrolment, CRL/OCSP and certificate-based authentication.
Endpoint management: Experience deploying and troubleshooting VPN profiles and certificates through Microsoft Intune or equivalent endpoint-management tooling.
Network technologies: Sound knowledge of TCP/IP, DNS, DHCP, routing, NAT, IPsec/IKEv2, SSTP, TLS, firewalls, proxies, load balancing and split/full-tunnel designs.
Cloud and resilience: Working knowledge of Azure Traffic Manager or equivalent traffic-routing services, high-availability patterns, backup/recovery and disaster-recovery testing.
Service management: Experience with ITIL-based incident, problem, change, request, knowledge and major-incident management processes.

Desired Qualifications

Bachelor's degree or equivalent practical experience in information technology, computer science, engineering or a related field.
Microsoft, networking, cloud, security or IT service-management certifications are desirable.
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.
Service availability and reliability against agreed targets.
Incident response and resolution performance, including reduction in repeat incidents.
Change success rate and quality of implementation and rollback evidence.

Benefits

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.
Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Skills

Microsoft Always On VPNProfileXMLMicrosoft IntunePKIWindows ServerNPSRADIUSIKEv2SSTPTCP/IPDNSDHCPIPsecTLSAzure Traffic ManagerITILPowerShellGroup PolicyActive DirectoryMicrosoft Entra ID

#VPN#Network Security#Infrastructure Support#Cloud#IT Operations#Remote Access

About HCLTech

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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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