IT Operations Engineer (AL-FNC260713 001/03)

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 • 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 .