IT Operations Engineer (AL-FNC260713 001/03)

About this 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.