IT Operations Engineer (AL-FNC3)

We are seeking IT Operations Engineers to be a part of our clients 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Adhere to organizational policies security standards and regulatory requirements to ensure secure and compliant IT operations

• Diploma or Degree in Information Technology Computer Networking Computer Science or a related discipline.

• Minimum 12 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.

• 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.

• 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

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.

Required Experience:

IC