- Act as Level-3 engineer and Subject Matter Expert for Global Network Services.
- Part of the 24x7 escalations team (on rotational standby call).
- Manage incidents escalation to ensure issues are recorded, tracked, resolved, and follow-ups are completed in a timely manner.
- Provide Technical Support and consultancy as SME to internal stakeholder, for and not limited to service onboarding and process improvement.
- Review complex change request and participate in pre-change council meeting.
- Work closely and support problem management team to identify root cause of chronic problem or recurring issues, plan for preventive actions and improvement.
- Analyse IP network performance and take proactive actions and preventive measures to monitor and enhance the network performance including software and hardware upgrades, etc.
- Occasionally provide training to Tier 1 and 2 engineers on the complex issue handled.
- Perform risk and impact assessment on the hardware, software advisory affecting Singtel network.
- Support engineering teams on new product/ feature implementation, node deployment and technical support matters
- Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
- Review of technical documentation for training materials, manuals, troubleshooting guides, etc
Skills For Success
- Degree in Computer Science / Electronics Engineering, or any other relevant discipline.
- Cisco CCIE certified or CNNP with rich experience troubleshooting in complex enterprise LAN and large WAN network.
- At least 8+ years’ experience in similar support roles, working directly with large global customers and partners.
- Minimum to have one SDWAN certifications.
- Working experience minimum in two of the following SDWAN product: Cisco, Silverpeak, Velocloud, Fortinet, etc.
- Strong knowledge on Telco and enterprise network and technologies.
- Strong understanding of routing protocols like OSPF, BGP, MP-BGP, MPLS, TE, SR, QoS, SDWAN Overlay protocols.
- Expertise with Remote Access VPN solutions, IPSEC, PKI & SSL, TCP/IP, Authentication Protocols (LDAP, RADIUS etc.)
- Experience of Security services (IDS/IPS, UTM, DDoS, Firewalls etc.)
- Working Experience with security products like Checkpoint, Palo Alto, Fortinet, etc, is a plus.
- Strong ability to independently debug broad, complex, and unique networks with mixed medium and protocols required.
- Cloud and Virtualization experience (AWS, Azure, VMWare, OpenStack) is a plus.
- Excellent written and verbal communication skills are required.
- Strong situational awareness and critical thinking abilities.
- Experience in leading a team is great advantage as this role potentially will require to lead group of engineers.
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