Network Operation Center Engineer

Job SummaryResponsible for providing technical support, troubleshooting, and incident management for network services, including Routing & Switching, MPLS, Voice, Microwave (MW), 5G, and Fibre technologies. Ensure timely resolution of customer issues, maintain service quality, meet defined SLAs, and coordinate effectively with internal teams, external teams, and vendors in a 24/7 operational environment.Key ResponsibilitiesProvide technical support and troubleshooting for Routing & Switching, MPLS, Voice, Microwave (MW), 5G, and Fibre network technologies.Diagnose and resolve network incidents, service interruptions, and customer technical issues within agreed SLAs.Monitor and manage multiple incidents simultaneously while maintaining service quality and minimizing service downtime.Coordinate with internal technical teams, external service providers, vendors, and customers to ensure timely incident resolution.Handle customer escalations professionally and provide regular updates on incident status and resolution progress.Follow up on daily operational activities, pending cases, escalations, reports, and customer-related tasks.Maintain accurate incident records and prepare operational reports as required.Work effectively in a 24/7 shift-based environment, including managing high-priority incidents under pressure.Ensure compliance with established operational procedures, service standards, and customer support requirements.Qualifications & RequirementsMinimum of 3 years of relevant experience in network operations, technical support, or a Business Support team.Strong technical knowledge and hands-on experience in Routing & Switching.Good knowledge and practical experience in MPLS and Voice technologies.Hands-on troubleshooting and support experience with Microwave (MW), 5G, and Fibre technologies.CCIE Routing & Switching certification preferred. Alternatively, CCNP certification with strong practical experience will be considered.Strong troubleshooting, analytical, and problem-solving skills.Excellent communication, customer service, and stakeholder management skills.Ability to manage multiple incidents, prioritize tasks, and meet defined SLAs under pressure.Ability to work rotating shifts in a 24/7 operational environment.