Network Operations Engineer

R Systems; Kuala Lumpur; On-site; MYR 60,000 - 120,000; Full time

Job summary

R Systems in Malaysia is seeking an IT Operations professional to manage security, network, and voice ticketing across multiple platforms. You will act as PIC for Avaya escalations and coordinate vendor contracts and procurement with management.

Responsibilities include overseeing patch management, conducting post-incident reviews, and delivering reports to senior leadership. This role emphasizes timely resolution, SLA adherence, and CMDB maintenance to document infrastructure.

Responsibilities

• Managed ticketing for firewall, network, and voice issues in Remedy.
• Acted as PIC for Avaya escalations, delivering expert support.
• Reviewed vendor contracts, budgets, and procurement with management.
• Handled network escalations and incidents, ensuring prompt resolution.
• Conducted post-incident reviews and reported findings to senior leadership.
• Developed reports for Compliance (TOGA) to align with client policies.
• Monitored VRA, created remediation plans, and tracked timeframes.
• Oversaw patch management with vendors to ensure efficient patching.
• Supported network and voice upgrades, including SSL renewals and code updates.
• Diagnosed Avaya hard phone issues and upgrades for Contact Centre teams.
• Led incident calls, assessed scenarios, and drove SLA-based resolutions.
• Maintained CMDB documenting network, voice, and firewall infra.

Job description

• Managed ticketing processes for firewall, network, and voice-related issues, ensuring timely resolution and minimizing backlog witfhin the Remedy ticketing system.
• Acted as the Person in Charge (PIC) for Avaya-related escalations, providing expert support and resolution.
• Reviewed and coordinated vendor contracts, budgets, and procurement activities in collaboration with management.
• Handled network-related escalations and incidents, ensuring prompt and effective resolution.
• Conducted post-incident reviews, prepared reports on high-priority escalations, and presented findings to senior leadership.
• Developed reports and presentations for the Compliance (TOGA) team to ensure alignment with client policies.
• Monitored and assessed Vulnerability Risk Assessments (VRA), developed remediation plans, and ensured compliance within designated timeframes.
• Oversaw patch management, collaborating with vendors to establish efficient patching processes.
• Supported network and voice device upgrades, including SSL certificate renewals and code updates.
• Diagnosed and resolved Avaya hard phone issues, ensuring proper upgrades, particularly for the Contact Centre, Telesales, and Collections teams at client.
• Led incident calls, assessed technical scenarios, and drove issue resolution within SLA parameters.
• Maintained and updated the Configuration Management Database (CMDB) to document network, voice, and firewall infrastructure.