Network Operation Center Engineer

Job Summary Responsible for providing technical support, troubleshooting, and incident management for network services, including Routing & Switching, MPLS, Voice, Microwave (MW), 5G, and Fibre technologies. Ensure timely resolution of customer issues, maintain service quality, meet defined SLAs, and coordinate effectively with internal teams, external teams, and vendors in a 24/7 operational environment. Key Responsibilities • Provide technical support and troubleshooting for Routing & Switching, MPLS, Voice, Microwave (MW), 5G, and Fibre network technologies. • Diagnose and resolve network incidents, service interruptions, and customer technical issues within agreed SLAs. • Monitor and manage multiple incidents simultaneously while maintaining service quality and minimizing service downtime. • Coordinate with internal technical teams, external service providers, vendors, and customers to ensure timely incident resolution. • Handle customer escalations professionally and provide regular updates on incident status and resolution progress. • Follow up on daily operational activities, pending cases, escalations, reports, and customer-related tasks. • Maintain accurate incident records and prepare operational reports as required. • Work effectively in a 24/7 shift-based environment, including managing high-priority incidents under pressure. • Ensure compliance with established operational procedures, service standards, and customer support requirements. Qualifications & Requirements • Minimum of 3 years of relevant experience in network operations, technical support, or a Business Support team. • Strong technical knowledge and hands-on experience in Routing & Switching. • Good knowledge and practical experience in MPLS and Voice technologies. • Hands-on troubleshooting and support experience with Microwave (MW), 5G, and Fibre technologies. • CCIE Routing & Switching certification preferred. Alternatively, CCNP certification with strong practical experience will be considered. • Strong troubleshooting, analytical, and problem-solving skills. • Excellent communication, customer service, and stakeholder management skills. • Ability to manage multiple incidents, prioritize tasks, and meet defined SLAs under pressure. • Ability to work rotating shifts in a 24/7 operational environment.