Network Problem Engineer

NCS Group; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

NCS Group in the Philippines is seeking Problem Engineers to support Singtel Philippines and Singtel Singapore operations. You will detect, log, and analyze incidents, perform root cause analysis, and drive permanent or temporary solutions with cross-functional teams.

You should have hands-on experience with Telco/enterprise networks, knowledge of TCP/IP, routing/switching, and familiarity with ITSM tools and SD-WAN technologies.

Qualifications

• Experience in problem management within IT/telecom environments.
• CCNA/CCNP/JNCIA or equivalent certification is preferred.
• Proficiency with ITSM tools (e.g., ServiceNow) and data analysis.

Responsibilities

• Detect and log problems by analyzing recurring incidents and major incidents.
• Perform root cause analysis using established methodologies (e.g., 5 Whys, Fishbone Diagram).
• Collaborate with cross-functional teams to investigate and resolve problems effectively.
• Propose and drive workarounds or permanent solutions.
• Conduct trend analysis to identify patterns and proactively prevent incidents.
• Maintain Known Error Database (KEDB) and create knowledge articles.
• Participate in process improvements and automation opportunities.
• Perform audits and lead critical problem investigations as required.
• Track and report Problem Management-related KPIs and metrics.

Skills

Networking fundamentals

CCNA/CCNP/JNCIA

SD-WAN tech

ITSM tooling

Root cause analysis

Data analysis

Stakeholder coordination

Communication skills

Problem solving

Tools

Cisco

Juniper

Fortinet

ServiceNow

Job description

With 15,000 talented professionals across the Asia Pacific, NCS is a leading AI Tech Services company that empowers clients with cutting-edge platforms, AI expertise, and digital resilience. We work across diverse industries, partnering with a robust ecosystem of global allies to transform technology services delivery and create real business impact.

As a proud subsidiary of the Singtel Group, NCS combines innovation with scale, bringing together the best of both worlds to serve our clients and drive meaningful change.

Are you ready to make an impact that spans borders?

We're seeking Problem Engineers to join Singtel Philippines while providing critical support to Singtel Singapore operations. This is your chance to be part of a regional team that connects people, businesses, and communities across the Singtel Group.

About the role:

• Detect and log problems by analysing recurring incidents and major incidents.
• Perform root cause analysis using established methodologies and tools (e.g., 5 Whys, Fishbone Diagram, Kepner-Tregoe).
• Collaborate with cross-functional teams to investigate and resolve problems effectively.
• Propose and drive the implementation of workarounds or permanent solutions.
• Conduct trend analysis to identify patterns and proactively prevent future incidents.
• Maintain the Known Error Database (KEDB) and create knowledge articles to aid support teams.
• Participate in process improvement initiatives and drive automation opportunities.
• Perform audits and lead critical problem investigations as required by the organization.
• Track and report all Problem Management-related KPIs and metrics.

What you'll bring:

• Proven experience in supporting Telco or large enterprise-scale network infrastructures environments.
• Strong understanding of networking fundamentals (LAN/WAN, Routing/Switching, TCP/IP, Network Security).
• Exposure to Telco and Enterprise domains like routing and switching, MPLS IPVPN, Cloud Connect Solution, BGP, OSPF and related protocols.
• Familiar with networking solutions and products from Cisco, Juniper, Fortinet, and others.
• Exposure to at least one SD-WAN technologies, such as Silverpeak, Cisco SD-WAN, VeloCloud, or Fortinet.
• Up to 3 years’ experience in a problem management role within a major IT or telecommunications organization.
• Strong technical knowledge and attitude to catch up on problem management related areas can be considered as a substitute to Problem Management Experience
• CCNA/CCNP/JNCIA or other equivalent certification.
• Problem Solving skillset (e.g., Lean Six Sigma, Kepner & Tregoe certifications) will be an added advantage
• Solid analytical mindset with the ability to navigate complex technical and process related issues.
• Ability to lead and coordinate diverse stakeholders effectively.
• Able to present analysis using various tools (e.g., MS Excel, Power BI, Tableau).
• Experience with ITSM tools (e.g., ServiceNow, BMC Remedy)
• Effective communication and presentation skills.