Responsibilities:
Ø Perform operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA.
Ø Identify, Investigate, analyze issues and errors prior to or when they occur, and log all such incidents in a timely manner. Capture all required and relevant information for immediate resolution.
Ø Execute changes with clear identification of risks and mitigation plans to be captured into the change record
Ø Lead and manage all initial client escalation for operational issues.
Ø Produce trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort supplier
Ø Post-incident root cause analysis and service improvement activities.
Ø Support pre-sales team to analyze and evaluate various alternatives and arriving at the best technology solution to meet the customer’s needs.
Ø Designing and implementing network and security solutions:
o Accountable for designing and implementing network and security solutions, which may include configuring routers, switches, wireless devices, and firewalls. Expected to manage mid-sized to large-scale projects effectively.
Ø Troubleshooting network and security issues:
o Responsible for diagnosing and resolving client network and security issues during deployment, which may include investigating connectivity problems, addressing configuration errors, and analyzing network traffic.
Ø Managing client relationships:
o Responsible for developing and sustaining client relationships, managing their expectations, and ensuring their requirements are fulfilled.
Ø Coordination with other teams:
o Collaborating closely with teams like project managers and the Operations team to ensure timely completion of network delivery.
Ø Creation of technical documentation:
o Responsible for creating technical documentation including Low-Level Design, As-built, UAT, Operation guide and SAT documents, and obtaining client sign-off for project closure
Ø Knowledge Transfer:
o Responsible for handing over the project to the client and the internal operations team.
Ø Provide guidance and mentorship:
o Facilitate knowledge sharing sessions to keep the team informed about best practices.
Requirements:
- Hold a Diploma, Bachelor’s degree, or Professional Degree in Computer Science, Information Technology, or a related field.
- Minimum 5-10 years of experience in network design and deployment.
- Excellent knowledge of Routing and switching, e.g. Static route, PBR, BGP, OSPF, Multicast, QoS, VSS, Stack-Wise Virtual, spanning tree, MPLS L3VPN.
- Experience in wireless. Cisco WLC, AP, Site Survey tool
- Good knowledge of Firewall technologies e.g. IPSEC VPN, SSL VPN, IPS/IDS, Cisco ASA, Firepower, Fortigate and Palo Alto
- Good knowledge of network access control (NAC) product, Cisco ISE.
- Experience in Huawei routing & switching, Ivanti VPN and NAC implementation would be an advantage
- Excellent interpersonal & communication skills
- CCIE Enterprise Infrastructure (EI) certification with related professional experience
