Senior MS Network engineer ( Wireless )

Overview

Networking Managed Services Engineer (L2) responsible for keeping client IT infrastructure operational by monitoring, investigating and resolving technical incidents and problems within SLA targets.

What you'll do

• Proactively monitor work queues, review client requests and tickets, and resolve second-line incidents and requests of medium complexity.
• Execute operational tasks and update tickets with the actions taken.
• Identify, analyse and log issues before they escalate.
• Communicate with other teams and clients to provide support and ensure changes are executed with clear risk identification and mitigation plans.
• Highlight key tickets and upcoming critical tasks during shift handover.
• Escalate tickets to Centres of Excellence (CoE) and other teams when needed.
• Collaborate with automation teams to optimize efforts and automate routine tasks.
• Coach Service desk and L1 teams in technical and behavioural skills.
• Establish monitoring for client infrastructure and lead initial client escalations for operational issues.
• Log change requests, execute approved maintenance activities, and audit incident and request tickets for quality.
• Produce trend analysis reports identifying tasks suitable for automation.
• Support disaster recovery functions and other related tasks as needed.
• Contribute to project work from time to time.

What you'll need

• Proficiency in Pulse Secure SSL VPN, Palo Alto, Fortinet, and Cisco Nexus switches/routers/firewalls.
• At least one technical certification in the above-mentioned technologies.
• Familiarity with ticketing tools.
• Strong planning skills, with the ability to anticipate and adapt to changing circumstances.
• Adaptability and resilience in a dynamic work environment.
• Ability to communicate and work effectively across different cultures and social groups.
• Proficiency in active listening and client-centric communication.
• A positive outlook and the ability to work well under pressure.
• A client-first attitude, always seeking to create positive client experiences.
• A bachelor's degree or equivalent qualification in IT/Computing, or equivalent work experience.

Details

• Location: Bangalore, India.
• Workplace type: Hybrid.