Berkadia Services India Pvt Ltd

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       Integrity is Everything I We Take the Long View I We believe People Matter I We Stand for Excellence I We Love our Jobs I We Innovate.

Job Description – Network Engineer II – Operations (Enterprise Technology Operations)

Job Title

Network Engineer II – Operations / Enterprise Technology Operations

Position Summary

The Network Engineer II – Operations is responsible for executing network-focused project work and providing operational support for enterprise networking environments, with a strong emphasis on supporting large office locations in India. This role is intended for a mid-level network engineer with approximately 5–10 years of experience and a minimum CCNA certification (CCNP recommended) or equivalent industry certification.

This position is execution-oriented and hands-on. The engineer will implement network designs and standards defined by the Core Networking team, execute approved project deliverables, and support day-to-day operational network needs. The role focuses on reliable delivery, operational stability, and hands-on troubleshooting rather than network architecture ownership, cloud-native design, or advanced automation development.

Key Responsibilities

• Execute approved network project work and implementations on behalf of the Core Networking team.
• Provide operational support for enterprise networking environments, including LAN/WAN, routing, switching, firewalls, VPNs, SD-WAN, and wireless infrastructure.
• Serve as the primary Operations network engineer supporting large office locations in India, including troubleshooting, remediation, and coordination with local IT teams and vendors.
• Perform network changes, upgrades, and maintenance activities in accordance with established operational and change management practices.
• Troubleshoot and resolve network connectivity, performance, and reliability issues, including participation in incident response and escalation bridges.
• Support office build-outs, expansions, refreshes, and relocations from a networking perspective.
• Collaborate with Core Networking, Cloud, Infrastructure, and EOC teams to ensure effective execution of projects and timely incident resolution.
• Maintain accurate network documentation, including configurations, diagrams, standards, and operational runbooks.
• Support after-hours or scheduled maintenance windows as required to ensure operational stability.
• Other duties as assigned.

Required Qualifications

• 5–10 years of hands-on experience in enterprise networking or network operations roles.

• CCNA or comparable industry certification required (e.g. FortiNet).
• Strong hands-on experience with FortiGate firewalls.

• Strong practical experience with Layer 2 and Layer 3 networking concepts, including routing and switching.

• Hands-on experience operating and troubleshooting enterprise campus switching and wireless platforms (Cisco and/or HPE Aruba).

• Practical experience supporting firewall and VPN technologies in an operational environment.
• Strong troubleshooting skills with a methodical, operations-focused approach to problem resolution.
• Experience supporting geographically distributed office environments, preferably including international locations.
• Familiarity with structured incident and escalation processes, including working with an EOC/NOC/SOC or similar operations function.
• Clear written and verbal communication skills, with the ability to collaborate effectively across teams and time zones.

Preferred Qualifications

• CCNP or comparable industry certification preferred.

• Hands-on experience with Fortinet tooling beyond FortiGate (e.g., FortiManager and centralized policy/configuration management).

• Experience supporting large office environments in India or similar regions.
• Working knowledge of AWS networking concepts (e.g., VPCs, routing, security groups, and connectivity) from an operational support and troubleshooting perspective.

• Exposure to SD-WAN operations (monitoring, incident triage, and basic troubleshooting), network access control (e.g., 802.1x/NAC), and enterprise wireless solutions.

• Familiarity with network monitoring, logging, and alerting tools.
• Experience working in agile or execution-focused operations teams that respond to escalations and changing priorities.

Preferred Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• Equivalent combination of education and relevant work experience will be considered.

About us: (Company Overview)     

Berkadia, a joint venture of Berkshire Hathaway and Jefferies Financial Group, is a leader in the commercial real estate industry, offering a robust suite of services to our multifamily and commercial property clients. Powered by deep relationships and industry-changing technology, our people sell, finance, and service commercial real estate, providing support for the entire life cycle of our clients’ assets.                                                           

Berkadia is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, or any other status protected under the law. To learn more about Berkadia, please visit https://berkadia.com/

For details about India operations, please visit https://berkadia.com/india/

Why us?

Here At Berkadia, We Believe People Matter.

In fact, our people are the heart and soul of everything we do. That’s why we employ the top CRE professionals in our industry, and make sure we invest in their personal development and training. With a focus on innovation and insights, we set the bar high – and keep it there – so that we provide best-in-class service for our clients.

Our culture, or Berkadia Way as we know it, encourages us to truly see people as people, with unique needs, challenges, and objectives. We take this into consideration when working with each other, engaging our clients, and supporting our communities. Thus, instilling a mindset that fosters our shared commitment to self-accountability helps us see our impact on each other and adjust our efforts accordingly.

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties and to assign other duties, as necessary.

Berkadia Services India Pvt Ltd  

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       Integrity is Everything I We Take the Long View I We believe People Matter I We Stand for Excellence I We Love our Jobs I We Innovate  

The Opportunity 

The Senior Manager – Service Desk role is responsible for the strategic evolution and operational excellence of Berkadia’s Service Desk, leading the transformation from a traditional support model to an AI‑enabled, insight‑driven, self‑service‑first organization. This role owns the reduction of recurring issues, expansion of intelligent automation, and proactive elimination of support demand while ensuring high‑quality support for Berkadia’s global user community.

As a senior leader within Enterprise Technology Services (ETS), this role oversees cross‑regional teams, drives continuous improvement in customer experience, and partners closely with Innovation Technology and business leaders to align service delivery with organizational strategy. Based in India, the Senior Manager serves as a key ETS leader, providing local leadership, strengthening team culture, and representing the organization across India‑based offices.

In this role, individual will be required to work on one or multiple aspects of Innovation verticals with the following key responsibilities –   

Primary responsibilities include the following:

• Own the development of the product strategy and vision supported by internal and external analysis.

Service Desk Strategy & Transformation

• Lead the strategic evolution of the Service Desk, with a primary focus on AI enablement, self‑service expansion, intelligent automation, and measurable reduction of support demands.
• Drive proactive problem management and recurring issue elimination through trend analysis, root cause investigation, and cross‑team collaboration.
• Partner with Innovation Technology, ETS, and other stakeholders to identify and implement automation and workflow optimization opportunities that improve efficiency and user experience.

Customer Experience & Stakeholder Leadership

• Build strong, trusted relationships with business leaders and internal customers by developing a deep understanding of business needs and acting as a strategic advisor for workplace technology support.
• Own Service Desk performance outcomes, including customer satisfaction, resolution quality, demand reduction, and adoption of self‑service and automation capabilities.
• Lead customer experience sessions with business units, translate feedback into actionable improvements, and communicate progress and outcomes to leadership.

Operational Excellence & Metrics

• Ensure reliable, secure, and cost‑effective global support across multiple channels (voice, chat, email, and self‑service) through effective oversight of cross‑regional teams.
• Establish and govern Service Desk operating standards, including processes, escalation models, and service level expectations.
• Leverage Service Desk metrics, KPIs, reports and insights to identify risks and opportunities, prioritize corrective actions, and continuously improve service performance and customer outcomes.
• Establish and enforce clear escalation procedures for individual incidents, systemic service issues, and emerging team or organizational risks; ensure timely communication and escalation to appropriate technical leaders, business stakeholders, and executive partners to mitigate impact and enable informed decision‑making.

Team Leadership & Talent Development

• Lead, coach, and develop a high‑performing Service Desk organization, with an emphasis on future‑ready skills such as automation, AI‑assisted support, analytics, and customer experience leadership.
• Evaluate team skill sets, define clear career paths, and implement training and development programs aligned with the evolving Service Desk operating model.
• Serve as a trusted point of contact for employee feedback and concerns, escalating themes and insights to leadership to support continuous improvement.
• Own and continuously improve Service Desk communication standards across voice, chat, and email, ensuring interactions are clear, professional, and effective for a global user base.
• Coach and develop Service Desk staff on spoken communication, active listening, tone, and cultural awareness to improve clarity and confidence in phone and real‑time support interactions.
• Implement targeted training to strengthen written communication skills for chat and email, including clarity, brevity, empathy, and appropriate use of professional language.
• Establish and reinforce communication best practices tailored to each support channel (casual chat, phone, and email) to improve customer understanding, collaboration, and satisfaction.

India Leadership & Representation

• Serve as the senior ETS leader in India, providing local leadership, strengthening team culture, and representing the organization across India‑based offices.
• Foster collaboration across regions and teams while promoting a positive, inclusive, and high‑engagement work environment.
• Other duties as assigned.

Preferred Qualifications:

• Proven experience leading global or cross‑regional Service Desk organizations supporting 24x7x365 operations.
• Proven ability to apply AI‑enabled and automation‑driven approaches to modernize Service Desk operations, reduce recurring issues, and shift support toward self‑service and proactive resolution.
• Demonstrated success driving Service Desk transformation, including automation, self‑service adoption, and reduction of recurring issues and service demand.
• Strong ability to use service metrics, trends, and analytics to improve response times, resolution quality, and customer experience.
• Demonstrated strength in leading and developing globally distributed teams, including improving communication effectiveness across cultures and support channels.
• Experience establishing and governing Service Desk standards, escalation models, and performance expectations.
• Familiarity with modern IT Service Management (ITSM) platforms (e.g., FreshService or equivalent).
• Excellent verbal and written communication skills, with the ability to influence frontline teams, business partners, and executive stakeholders.

QUALIFICATIONS AND SKILLS REQUIRED 

Education & Experience 

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Over all 10+ years of work experience
•  7+ years of experience in a similar position
• Experience supporting US & India user bases is preferred. 

Perks & Benefits          

Berkadia offers the best-in-class benefits to enable an enjoyable work environment for the employees. Key benefits include – 

• Leaves: Berkadia offers a comprehensive leave policy that not only helps you to plan holidays and personal milestones, but also covers exigencies such as sickness and bereavement. 

• Transportation: Berkadia offers free transportation to every employee, irrespective of their shift timings. 

• Medical Insurance: Berkadia has an inclusive medical insurance policy that covers the family members of the employees, including parents. 

• Learn while you Earn: Berkadia encourages employees to learn new skills by sponsoring degrees, certifications, training, and workshops. 
• Wellness: Berkadia has an extensive wellness program that includes annual health check, eye checkup, dental screening, OPD reimbursement, and Employee Assistance Program. 

About us 

Berkadia, a joint venture of Berkshire Hathaway and Jefferies Financial Group, is a leader in the commercial real estate industry, offering a robust suite of services to our multifamily and commercial property clients. Powered by deep relationships and industry-changing technology, our people sell, finance, and service commercial real estate, providing support for the entire life cycle of our clients’ assets.                                                            

Berkadia is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, or any other status protected under the law. To learn more about Berkadia, please visit https://berkadia.com/ 

For details about India operations, please visit https://berkadia.com/india/ 

Why us? 

Here At Berkadia, We Believe People Matter. 

In fact, our people are the heart and soul of everything we do. That’s why we employ the top CRE professionals in our industry, and make sure we invest in their personal development and training. With a focus on innovation and insights, we set the bar high – and keep it there – so that we provide best-in-class service for our clients. 

Our culture, or Berkadia Way as we know it, encourages us to truly see people as people, with unique needs, challenges, and objectives. We take this into consideration when working with each other, engaging our clients, and supporting our communities. Thus, instilling a mindset that fosters our shared commitment to self-accountability helps us see our impact on each other and adjust our efforts accordingly. 

While this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties and to assign other duties, as necessary.