Network Operations

Siegen HR Solutions; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

A technology solutions provider is seeking a skilled IT Incident Management Specialist in Manila. You will be responsible for handling both critical and non-critical incidents, troubleshooting issues related to networking equipment like routers and switches, and ensuring timely communication of updates to stakeholders. A Bachelor's degree in IT or Computer Science is required, along with experience in Avaya and VoIP technologies. Relevant IT certifications will be an advantage.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field.
• Experience with Avaya plus VoIP and OBX.
• Strong troubleshooting skills with routers and switches.
• Effective English communication and presentation skills.
• Relevant IT certifications are a plus.
• CCNA, CCNP, or JNCP Certification is preferred.

Responsibilities

• Handle critical and non-critical incidents.
• Troubleshoot assigned incidents and provide timely resolutions.
• Coordinate with teams and vendors for incident escalation.
• Provide updates on incidents and service requests.
• Assist in root cause analysis.
• Coordinate with concerned teams, vendors, and/or appropriate third party as part of operations escalation as necessary.
• Ensure that all escalation information is accurate and periodically updated, and that all relevant members of the team are regularly informed on the status of the operations escalation process
• Responsible in providing inputs during root cause analysis.

Skills

Incident resolution

Troubleshooting

Communication skills

IT service management

Education

Bachelor’s Degree in Information Technology, Computer Science or relevant field

CCNA, CCNP, or JNCP Certification

Tools

Cisco Routers

Aruba Switch

VoIP technologies

Aruba Wireless Controllers

Access Points

Job description

• Responsible in handling Critical and Non-Critical incidents.
• Responsible in trouble shooting on assigned incidents and providing resolution based on agreed targets.
• Perform troubleshooting functions involving Routers, Switches, Wireless Controller and Access Points.
• Responsible in providing timely and accurate update and information on assigned incidents and service request.
• Responsible on timely escalation of incidents which cannot be resolved on time or would need vendor/third party support.
• Coordinate with concerned teams, vendors, and/or appropriate third party as part of operations escalation as necessary.
• Ensure that all escalation information is accurate and periodically updated, and that all relevant members of the team are regularly informed on the status of the operations escalation process
• Responsible in providing inputs during root cause analysis.

TO QUALIFY:

• Bachelor’s Degree in Information Technology, Computer Science or other relevant field
• Experience in Avaya plus VoIP and OBX
• Administration of Cisco Routers/Switch, Aruba Switch, Load Balancer, Aruba Wireless Controllers and Access Points.
• Service Support, Service Delivery, IT Service Management, IT Operations
• Must have a good command of English (oral and written communication) and effective presentation skills.
• CCNA, CCNP, or JNCP Certification is preferred