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Tier-1 brand, metro location, and a broadly advertised network role create moderate applicant competition.
Network engineering skills transferable across industries though vendor-specific certifications increase domain specificity.
Vendor certifications and specific network stack required but no explicit years, indicating medium strictness.
Ensure operational stability of clients' IT infrastructure by proactively monitoring, investigating, and resolving technical incidents, mainly servicing second-line support (L2) level issues.
Manage incident lifecycle including ticket review, escalation to Centres of Excellence, communication with clients and teams, and contribution to change management and quality audits.
Collaborate with automation teams to optimize and automate routine tasks; coach Service desk and L1 teams; support disaster recovery and produce trend analysis for continuous improvement.
Proficiency with Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls, and familiarity with ticketing tools.
At least one technical certification related to the above technologies.
Bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in handling medium complexity network incidents and operational tasks within a managed services or similar environment.
Demonstrates strong planning skills and adaptability to dynamic work conditions alongside the ability to communicate effectively across diverse cultures.
Client-centric mindset focused on delivering positive client experiences and capable of coaching junior support teams.