Senior Engineer

Responsibilities

• Receive, understand, and document customer issues or technical requirements in the ticketing system, ensuring clarity and accuracy.


• Troubleshoot, isolate, and resolve L1 and L1.5 incidents, queries, and network faults to minimize service interruptions.


• Escalate incidents to higher support tiers or external partners promptly, ensuring SLA compliance.


• Conduct change management assessments, implement approved changes, and perform post-implementation validations.


• Maintain detailed documentation of problem histories, resolutions, and operational procedures for continuous improvement.


• Review and analyze network traffic, IP configurations, and system-level reports to identify trends, issues, or improvement opportunities.


• Participate in cross-departmental and vendor troubleshooting sessions to accelerate resolution of critical incidents.


• Validate solutions against customer requirements to ensure accurate technical delivery of complex network services.


• Monitor network operations and performance metrics to maintain optimal availability and meet KPI targets.


• Track vendor performance, especially for critical and delayed incidents, ensuring adherence to operational standards.


• Support planned network activities, updates, upgrades, and implementation of new technologies or systems.


• Identify and resolve SOC-level and network-level issues effectively and efficiently.


• Drive operational efficiencies through automation, standardization, and process improvement initiatives.


• Develop and maintain tools and processes for proactive network monitoring and service assurance.


• Ensure platform and service availability through optimized routing, QoS practices, and proactive performance management.

Requirements

• Experience: 2–3 years of relevant experience in network operations, service operations, or technical support roles.


• Education: Bachelor's degree in Computer Science, Electronics, Telecommunications, or a related field (preferred).


• Technical Expertise:
  
  
  
  • Strong knowledge of IP Networking and SD-WAN technologies (e.g., Viptela, Versa, Fortinet).
  
  
  • Working knowledge or experience with network security solutions, particularly Fortinet.
  
  
  • Added advantage: experience in Riverbed technologies and cloud-based proxy services (e.g., Zscaler, Prisma).
  
  
  
  


• Skills & Competencies:
  
  
  
  • Strong analytical and troubleshooting skills with the ability to resolve issues independently at L1/L1.5.
  
  
  • Ability to work effectively under pressure while managing multiple incidents.
  
  
  • Excellent communication skills to interact with customers, vendors, and internal teams.
  
  
  • High attention to detail with strong documentation and process discipline.
  
  
  • Ability to understand complex network architectures and deliver solutions aligned with customer requirements.
  
  
  
  


• Other Attributes:
  
  
  
  • Customer-centric mindset with a commitment to improving CSAT.
  
  
  • Proactive approach toward operational enhancements, automation, and continuous improvement.