About the role
We are seeking IT Operations Engineers to be a part of our client's operations team. This position plays a key role in maintaining the availability, performance, and reliability of customers' SD-WAN environments and broader IT infrastructure. The successful candidate will have strong technical expertise, excellent troubleshooting abilities, and the capability to thrive in a fast-paced, operations-driven environment.
Key Responsibilities
Network Monitoring & Technical Support
- Continuously monitor and maintain network infrastructure, including routers, switches, firewalls, SD-WAN, and wireless networking solutions. - Provide first-line support for network and infrastructure incidents, conducting initial diagnosis and troubleshooting to restore services promptly.
Incident & Service Management
- Manage and resolve operational incidents in accordance with established procedures, service-level agreements (SLAs), and escalation processes. - Accurately record incidents, investigations, actions taken, and resolutions within the incident management platform.
SD-WAN Operations & Change Management
- Implement approved service requests and operational changes across a range of SD-WAN technologies, including Cisco Viptela, VMware VeloCloud, RansNet, Silver Peak, and Fortinet. - Support change implementation activities while ensuring minimal service disruption and adherence to change management standards.
Operational Monitoring & Maintenance
- Conduct routine system health checks, performance monitoring, and log analysis to identify and address potential issues proactively. - Ensure all recurring operational activities are completed within agreed timelines and service commitments. - Troubleshoot infrastructure-related issues and work closely with internal specialists, vendors, and external partners where necessary. - Participate in preventive maintenance, service optimization, and continuous improvement initiatives.
Communication & Stakeholder Management
- Collaborate effectively with internal teams, stakeholders, and end users to ensure smooth operational support. - Provide timely updates regarding incident progress, operational activities, and service restoration efforts.
Security & Compliance
- Adhere to organizational policies, security standards, and regulatory requirements to ensure secure and compliant IT operations
Requirements
- Diploma or Degree in Information Technology, Computer Networking, Computer Science, or a related discipline.
- Minimum 1–2 years of experience in IT infrastructure operations, network support, or technical support roles covering LAN, WAN, Cloud, or related technologies. - Fresh graduates who possesses relevant knowledge and understanding of required skillset can be considered. - Professional certifications such as ITIL, CCNA, CCNP, VMware, SD-WAN vendor certifications, or equivalent credentials will be an advantage. - Strong analytical thinking, troubleshooting skills, and a keen interest in network performance, reliability, and information security. - Excellent written and verbal communication skills in English, along with strong interpersonal abilities. - Applicants should clearly indicate their relevant certifications and hands-on experience with the technologies listed.
Preferred Technical Skills
SD-WAN Technologies
- Experience supporting or operating SD-WAN solutions such as:
- Cisco Viptela - VMware VeloCloud - RansNet - Silver Peak - Fortinet
- Ability to execute operational changes, perform troubleshooting, and coordinate escalations when required.
Enterprise Wireless Networking
- Exposure to enterprise wireless solutions including:
- Cisco Wireless - Aruba - Ruckus - Meraki - Equivalent enterprise WLAN platforms
- Experience supporting and troubleshooting wireless LAN environments, including:
- Access Points (APs) - Wireless Controllers - Cloud-managed wireless platforms
Work Schedule
This position operates on a 24x7 shift rotation to support continuous service delivery.
- 12-hour rotating shifts (Day and Night) - Shift timings:
- Day Shift: 8:30 AM – 8:30 PM - Night Shift: 8:30 PM – 8:30 AM
- Work pattern: 2 days on, 2 days off, rotating between day and night shifts. - Includes coverage during weekends and public holidays.
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