Network Operations Engineer

The Network Operations Engineer is responsible for supporting the daily operations, monitoring, and maintenance of the Group’s network infrastructure across on-premises and cloud environments. This includes configuring, troubleshooting, and documenting network devices, as well as responding to incidents and alerts to ensure reliable and secure connectivity. The role works under the guidance of the Network Operations Lead and follows defined standards and procedures aligned with ITIL 4 practices. This position also collaborates with the Office-Based IT Support team, external vendors, and other technical teams to support hybrid network operations across all locations.

1. Network Configuration & Maintenance

• Configure, maintain, and support network devices including switches, routers, firewalls, access points, and VPN connections.
• Perform routine maintenance and firmware updates on network infrastructure components.
• Ensure network configurations comply with established standards and security policies.
• Assist in implementing network changes as per approved change control procedures.
• Update configuration items (CIs) and ensure accuracy of network-related records in the CMDB following any changes or deployments.

2. Monitoring & Troubleshooting

• Monitor network health, performance, and availability using designated tools.
• Respond to alerts, investigate network issues, and perform root cause analysis for incidents.
• Collaborate with the IT Service Desk and escalate unresolved or complex issues to the Network Operations Lead.
• Document troubleshooting steps, resolution methods, and contribute to internal knowledge base.
• Proactively monitor for potential misconfigurations, unauthorized access attempts, or network anomalies, and escalate immediately to the Network Ops Lead and InfoSec team.
• Participate in major incident handling under direction of the Network Operations Lead, including providing technical input and executing recovery actions where required.

3. Collaboration & Site Support

• Work closely with the Office-Based IT Support team to address local connectivity issues and user reports.
• Coordinate with internet service providers (ISPs) and vendors for troubleshooting and issue resolution.
• Provide technical support during office relocations, branch openings, or infrastructure refreshes.
• Maintain accurate and updated network diagrams, IP assignments, and asset records.
• Support infrastructure implementation tasks for IT projects, such as new site setups, system rollouts, and network upgrades, as assigned.

• 3+ years of experience in network support, administration, or operations.
• Experience in maintaining enterprise or branch-level network infrastructure.
• Exposure to monitoring systems, remote troubleshooting, and field coordination.
• Diploma or Bachelor’s degree in Information Technology, Networking, or a related field.
• Certifications such as CCNA, CompTIA Network+, or equivalent are preferred.
• Proficient in configuring and supporting network devices: switches, routers, wireless access points, and firewalls.
• Strong troubleshooting skills for connectivity, performance, and configuration issues.
• Familiarity with networking protocols and services: VPN, VLAN, DNS, DHCP, NAT
• Able to maintain documentation such as network diagrams, device configurations, and IP allocations.
• Capable of working in multi-site environments and communicating effectively with vendors
• Solid understanding of TCP/IP, IP addressing, subnetting, routing, and switching.
• Awareness of ITIL practices: incident management, event management, and change control.
• Familiarity with ITSM tools and ticket handling procedures.
• Basic understanding of Configuration Management concepts and CMDB practices in an ITSM environment
• Reliable and methodical in executing network support tasks.
• Follows instructions and escalates issues appropriately.
• Collaborative and respectful in cross-team and vendor interactions.
• Detail-focused, especially in configuration accuracy and documentation.
• Security-aware and disciplined in handling configuration data and access privileges.