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Job Description
Structured overview of role & requirementsAbout This Role
Ensure operational continuity of clients' IT infrastructure by proactively monitoring, investigating, and resolving technical incidents and problems.
Provide second-line support handling medium complexity incidents and requests, collaborating across teams to restore services within SLAs.
Contribute to project work, optimize and automate routine tasks, lead initial client escalations, and participate in change management and disaster recovery activities.
Minimum Requirements
Proficiency with Pulse Secure SSL VPN, Palo Alto, Fortinet, Cisco Nexus switches/routers/firewalls.
At least one relevant technical certification in 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; Workplace type: Hybrid.
Ideal Candidate Profile
Experienced in multi-vendor enterprise network environments with proven second-line support capabilities.
Able to manage operational tasks, incident escalation, and collaborate with automation teams to reduce manual effort.
Capable of client-centric communication across cultures and maintaining service quality under pressure in dynamic settings.