L2 Network Operation & SME

Ad Astra Consultants; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Ad Astra Consultants in Kuala Lumpur seeks an experienced L2 Network Operations Lead to own end-to-end incident, problem and change management, and to act as the primary escalation point for major outages. You will drive SLA adherence and service improvements while coordinating with L1/L3, vendors and cross-functional teams.

Responsibilities include leading daily operations calls, performing RCA, mentoring L1 teams, ensuring ITIL compliance, and documenting SOPs and CMDB changes to support

Qualifications

• 3 to 10 years’ experience in a similar L2 operations lead/SME role.
• ITIL processes and incident/problem/change management experience.
• Strong knowledge of routing & switching (BGP, OSPF, MPLS, VLANs).
• Experience coordinating with L1, L3, vendors and cross-functional teams.

Responsibilities

• Own end-to-end L2 network operations including incident, problem and change management.
• Act as primary escalation point for major incidents and critical outages.
• Ensure SLA/KPI adherence and drive service improvements.
• Lead daily operations calls, reviews and reporting governance.
• Drive RCA and preventive actions for key outages.

Skills

L2 operations lead

ITIL knowledge

Infra monitoring tools

Automation exposure

Stakeholder communication

On-call support

Networking concepts

Vendor coordination

Education

ITIL Foundation Certification

Tools

SolarWinds

Job description

• Own end-to-end L2 network operations (incident, problem & change management)
• Act as primary escalation points for major incidents and critical outages
• Ensure SLA / KPI adherence and drive service improvements
• Lead daily operations calls, reviews, and reporting governance
• Drive root cause analysis (RCA) and implement preventive actions for key outages
• Coordinate with L1, L3, vendors, and cross-functional teams
• Manage team workload, prioritization, and task allocation
• Ensure process compliance (ITIL) and audit readiness
• Drive automation, documentation, and knowledge management
• Provide stakeholder communication & status reporting
• Provide expert support for routing & switching (BGP, OSPF, MPLS, VLANs, etc.)
• Troubleshoot complex data network issues and performance bottlenecks
• Periodic managed device health check ups governance
• Change implementation to maintain SoW stated IOS and device compliance versions
• Proactive risk management with possible mitigations
• Extensive OEM coordination proactively for managed product life cycle management
• Work on LAN/WAN, SD-WAN, VPN, firewall coordination with SME’s in team
• Conduct deep-dive RCA for recurring incidents and top – talker analysis
• Result orientation on recurrence INC reduction
• Monitoring noise reduction
• Effective in event correlation and logics enablement with tools team
• Review configs and ensure network optimization & stability
• Support capacity planning & network enhancements in line with business and stakeholder needs
• Mentor L1 teams with technical guidance
• SOP / knowledge articles and documentation reviewer for seamless team operations
• Inventory periodic review and CMDB coordination with respective team
• Active participant with business and customer BCP team and periodic BCP and DR drill, documentation of outcome
• Experience and Flexibility to support On-Call and critical outage handling skills

Good to have

• ITIL process knowledge and foundation certified
• Experience and good knowledge with infra monitoring tools (SolarWinds, etc.)
• Automation exposure and transformation mindset and adoptability for any automation initiatives
• Strong stakeholder communication in business language

Experience

• 3 to 10 years’ experience in a similar role as L2 operations lead and SME