L2 Network Operations Lead & SME | Incidents & RCA

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

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