Network Operation Center Engineer
Role Overview
Responsible for providing technical support, troubleshooting, and incident management for network services, including Routing & Switching, MPLS, Voice, Microwave (MW), 5G, and Fibre technologies.
Ensure timely resolution of customer issues, maintain service quality, meet defined SLAs, and coordinate effectively with internal teams, external teams, and vendors in a 24/7 operational environment.
Key Skills for This Role
Full Job Posting
Job Summary
Responsible for providing technical support, troubleshooting, and incident management for network services, including Routing & Switching, MPLS, Voice, Microwave (MW), 5G, and Fibre technologies.
Ensure timely resolution of customer issues, maintain service quality, meet defined SLAs, and coordinate effectively with internal teams, external teams, and vendors in a 24/7 operational environment.
Key Responsibilities
- Provide technical support and troubleshooting for Routing & Switching, MPLS, Voice, Microwave (MW), 5G, and Fibre network technologies.
- Diagnose and resolve network incidents, service interruptions, and customer technical issues within agreed SLAs.
- Monitor and manage multiple incidents simultaneously while maintaining service quality and minimizing service downtime.
- Coordinate with internal technical teams, external service providers, vendors, and customers to ensure timely incident resolution.
- Handle customer escalations professionally and provide regular updates on incident status and resolution progress.
- Follow up on daily operational activities, pending cases, escalations, reports, and customer-related tasks.
- Maintain accurate incident records and prepare operational reports as required.
- Work effectively in a 24/7 shift-based environment, including managing high-priority incidents under pressure.
- Ensure compliance with established operational procedures, service standards, and customer support requirements.
Qualifications & Requirements
- Minimum of 3 years of relevant experience in network operations, technical support, or a Business Support team.
- Strong technical knowledge and hands-on experience in Routing & Switching.
- Good knowledge and practical experience in MPLS and Voice technologies.
- Hands-on troubleshooting and support experience with Microwave (MW), 5G, and Fibre technologies.
- CCIE Routing & Switching certification preferred. Alternatively, CCNP certification with strong practical experience will be considered.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication, customer service, and stakeholder management skills.
- Ability to manage multiple incidents, prioritize tasks, and meet defined SLAs under pressure.
- Ability to work rotating shifts in a 24/7 operational environment.
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