Responsibilities

Analyse incidents and technical issues that impact infrastructure operations.
Troubleshoot and resolve network and infrastructure issues of varying complexity.
Ownership of assigned and escalated incidents from all severity levels through to closure, ensuring timely updates and resolution.
Identify early warning signs or performance declines after upgrades, updates, or maintenance activities.
Perform proactive health checks to detect problems early and maintain service reliability.
Actively participate in the incident management process, rotational standby duties, ensuring adherence to SLAs and producing incident reports when required.
Execute routine administration, configuration, and support tasks according to established guidelines.
Review and implement change requests for network changes or upgrades.
Perform impact analysis for planned network maintenance, executing failovers, patch management where required to ensure service continuity.
Apply processes from infrastructure upgrade plans, ensuring smooth rollouts with minimal disruption.
Maintain and update network documentation to reflect changes in infrastructure design or traffic flows.
Produce new documents and procedures to support repeatable routine tasks.
Use network management tools to monitor, analyse, and report on network performance and status.
Participate in root-cause investigations, validating proper operation of network installations.
Update incident management systems with escalated cases and resolution details.
Collaborate with internal and external teams, escalating issues when necessary and ensuring seamless communication with stakeholders.
For senior engineers: mentor and guide junior engineers, helping them develop troubleshooting and incident management skills.

Requirements

Diploma, Bachelor’s degree in Computer Science, Information Technology, or related field.
2 or more years of IT or networking experience in at least 1 to 2 domains in either Data Centre Network e.g. Nexus Switches (7K, 9K) & NX-OS technologies, Cisco ACI Technologies (SD-DC), or Enterprise / Campus Network (Wired / Wireless network)
Networking Knowledge - including Basic to Advanced Routing and Switching, Basic to Advanced Wired and Wireless networks, Network Security (ACL, Firewall, VPN, ISE) and Network Performance Monitoring
Technical / Professional Skills: Certification – CCNA / CCNP
Able to work independently and also to work in a team