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 ac