Responsibilities
- Handle end-to-end resolution of advanced network incidents and service requests.
- Support intricate LAN, WAN, Wi-Fi, security, SD-WAN, and ISP environments across multiple vendors, including MPLS, leased lines, carrier routing, and edge infrastructure.
- Respond to and act on escalated alerts from monitoring teams.
- Communicate clearly and promptly with customers and internal teams during incident lifecycles.
- Collaborate with external vendors and suppliers to resolve technical challenges.
- Maintain up-to-date technical documentation, network diagrams, configurations, and knowledge entries.
- Ensure all incidents and service requests comply with defined SLA timelines.
- Sustain open and consistent communication with customers throughout case resolution.
- Take full accountability for issues and proactively drive solutions.
- Deliver a professional and reliable customer experience.
- Recognize when cross-team collaboration is necessary and initiate coordination.
- Support service delivery teams with accurate technical updates and case details.
- Create thorough and precise documentation for all technical activities.
- Keep ticketing systems and records accurate and reflective of current statuses.
- Close resolved tickets promptly and appropriately after confirmation.
- Demonstrate strong knowledge of ITIL processes such as Change Management, Major Incident Management, Problem Management, and continuous improvement.
- Collaborate effectively with Major Incident teams during critical outages, providing technical insights, next steps, and updates.
- Produce detailed Root Cause Analysis reports after major incidents, including evidence, impact evaluation, and preventive recommendations.
- Identify recurring trends across incidents and support Problem Management by documenting and tracking resolutions.
- Ensure all technical work follows controlled, documented procedures aligned with customer requirements and ITIL standards.
- Provide expert guidance and mentorship to first- and second-line engineers.
- Assist in investigating complex technical issues and major outages.
- Contribute to the development of internal training resources and knowledge-sharing initiatives.
Responsibilities
- Managing and resolving 3rd line network incidents and service requests end to end.
- Supporting complex LAN, WAN, Wi-Fi, security, SD-WAN, and ISP-side environments across multi-vendor platforms, including MPLS networks, carrier routing, leased line circuits, and all associated customer and provider-edge infrastructure.
- Responding to and actioning escalated alerts from network monitoring teams.
- Providing clear, timely communication to customers and internal teams throughout incident progression.
- Working with external suppliers and vendors where appropriate to resolve technical issues.
- Keeping all technical documentation, network diagrams, configuration records, and knowledge articles up to date.
- Ensuring that all incidents and service requests are managed within SLA.
- Maintaining consistent and transparent communication with customers throughout each case.
- Taking full ownership of issues and demonstrating a proactive approach to resolution.
- Delivering a professional and high-quality customer experience.
- Identifying when collaboration or input from other teams is required.
- Supporting service delivery teams with technical updates and case information.
- Producing high-quality, detailed documentation for all technical work carried out.
- Ensuring ticket systems and records are accurate and reflect the current status.
- Closing tickets promptly and appropriately once confirmed resolved.
- Strong understanding of ITIL practices including Change Management, Major Incident Management, Problem Management, and continual service improvement.
- Ability to work effectively with the Major Incident team during high impact outages, providing clear technical input, next steps, and updates as required.
- Experienced in producing high quality Root Cause Analysis (RCA) reports following major incidents, including evidence gathering, impact assessment, and recommendations for prevention.
- Able to identify recurring patterns or trends across multiple incidents and contribute to Problem Management activities, ensuring issues are documented, tracked, and resolved correctly.
- Ensures all technical work is carried out in a controlled, well documented manner that aligns with customer processes and established ITIL frameworks.
- Providing experienced guidance and mentoring to 1st and 2nd line engineers.
- Assisting with complex technical investigations and major incidents.
- Contributing to internal training material and knowledge sharing.
