Job Summary
Key Responsibilities
2. Provide Advanced Support For Complex Incidents Escalated By Analysts, Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Intricate Technical And Security Issues.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Overall Team Performance.
4. Resolve Complex Service Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Robust Security Posture.
5. Ensure A Positive Customer Experience By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopenings, While Proactively Mitigating Potential Security Threats.
Skill Requirements
Key Responsibilities: Continuously monitor the health, performance of LAN, WAN, wireless, and cloud network environments using various monitoring tools. Proactively identify and investigate potential network issues, anomalies, and performance bottlenecks. Serve as the first point of escalation for all network-related incidents during the assigned shift. Lead and coordinate troubleshooting efforts to diagnose and resolve network outages, performance degradation, and security events in a timely manner. Implement predefined emergency response procedures and escalate complex issues to senior network engineers or management as required. Perform hands-on technical work, including configuring network devices (routers, switches, firewalls) to restore service. Oversee network operations and ensure adherence to established policies and procedures during the duty period. Coordinate with other teams, vendors, and service providers to resolve issues and manage planned maintenance activities. Provide clear and timely communication to stakeholders, including management, IT teams, and end-users, regarding network status, incidents, and resolutions. Maintain accurate logs and documentation of all network incidents, actions taken, and changes made during the shift. Prepare and distribute shift handover reports detailing ongoing issues, completed tasks, and any pertinent observations. Ensure efficient allocation of resources during the shift. Required Skills and Qualifications: Bachelor’s degree in computer science, Information Technology, Network Engineering, or a related field. Relevant experience may be considered in lieu of a degree. Minimum of 6-8+ years of experience in network operations center or similar critical operations environment. Proven experience in a network operations or network engineering role, preferably with some experience in a supervisory or lead capacity. This position typically requires working in shifts, which may include nights, weekends, and holidays, to ensure 24/7 network coverage. Hands-on experience with network hardware (routers, switches, firewalls, load balancers, wireless access points) from vendors such as Cisco, Juniper, Fortinet, etc. In-depth knowledge of networking protocols and technologies (e.g., TCP/IP, DNS, DHCP, BGP, OSPF, EIGRP, MPLS, VLANs, STP, VPNs, SD-WAN). Proficiency in using network monitoring and diagnostic tools (e.g., SolarWinds, Nagios, Wireshark, PRTG). Basic knowledge of server operating systems (Windows, Linux) and virtualization technologies. Excellent problem-solving and analytical skills with the ability to perform under pressure. Strong communication (verbal and written) and interpersonal skills. Ability to make sound decisions quickly
Other Requirements
| Good to have: |
| Relevant industry certifications (e.g., CCNA, CCNP, JNCIA, CompTIA Network+). |
| Experience with ITIL frameworks or other service management methodologies. |
| Knowledge of scripting languages (e.g., Python, Bash) for network automation. |
| Experience with cloud networking (AWS, Azure, GCP). |