Senior Network & Voice Engineer | Incidents & Avaya Lead

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

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.