MS Engineer- L2 - Part-Time

Key Roles and Responsibilities:

At least 3-5 years of experience providing network operational and administration supporting Cisco products (Routers / Switches/WLAN)

• Strong knowledge of network routing and switching protocols and services.
• Experience with network monitoring tools such as OpManager.
• Experience with syslog, SNMP, and configuration backup tools
• Strong experience in Cisco data center technologies including Cisco Nexus environment, security firepower, ASA firewall, FortiGate firewall and Cisco ISE
• Experience with Cisco Nexus technologies including Virtual Port Channels (VPC) and Virtual Device Contexts (VDC)
• Knowledge of network security, load balancing and optimization technologies
• Knowledge in Cisco ACI, Bluecoat Proxy, F5 Load Balancer, Palo Alto or Checkpoint firewall is preferred.
• Cisco CCNA, CCNP certifications
• Willing to work in extended hours and perform standby duty after office hour
• Good to have experience in network automation via scripting (e.g. Python, Ruby) or tools (e.g. Ansible, Algosec, Chef)
• Singaporean is preferred.
• Work in 24/7 rotation shift to ensure maximum network uptime
• Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA
• Updates tickets with resolution tasks performed
• Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner
• Captures all required and relevant information for immediate resolution
• Provides second level support to all incidents, requests and identifies the root cause of incidents and problems
• Communicates with other teams and clients for extending support
• Executes changes with clear identification of risks and mitigation plans to be captured into the change record
• Follows the shift handover process highlighting any key tickets to be focussed on along with a handover of upcoming critical tasks to be carried out in the next shift
• Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management
• Works with automation teams for effort optimization and automating routine tasks
• Coaches Service Desk and L1 teams for technical and behavioural skills
• Establishes monitoring for client infrastructure
• Identifies problems and errors before they impact a client’s service
• Leads and manages all initial client escalation for operational issues
• Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items
• May also contribute to / support on project work as and when required
• May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills and Attributes:

• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience)
• CCNA, CCNP or equivalent certification
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

Required Experience:

• Moderate years of relevant managed services experience
• Moderate level knowledge in ticketing tools preferably Service Now

Skills Summary

Cisco Routers and Switches, Data Networking, IP Routing, Local Area Network (LAN), Routing Protocols, Wireless Local Area Network (WLAN), Wireless Networks