Engineer (Tier 2)

Singtel Group; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

Singtel Group is seeking a proactive Tier 2 Network Operations professional in Singapore to support enterprise services, manage complex incidents within agreed SLAs, and collaborate with regional teams across operations and engineering.

You will troubleshoot, perform RCA, escalate to Tier 3 when needed, maintain accurate records and knowledge articles, and participate in 24x7 shift rotations to ensure continuous service availability with Cisco and Juniper environments.

Qualifications

• Willingness to participate in rotating 24x7 shift operations and standby support.
• Diploma or Bachelor's degree in CS/IT/CE/Telecom or equivalent.
• Experience in network operations, technical support, or incident management.
• Experience supporting enterprise networking environments and customer-facing operations.
• Knowledge of IP networking fundamentals and enterprise network technologies.
• Understanding of network troubleshooting methodologies and incident management processes.
• Familiarity with CPE, including routers and switches.
• Experience supporting networking technologies from Cisco and Juniper.
• Understanding of incident lifecycle management, RCA, and service restoration.
• Knowledge of ITSM processes and ticketing systems.

Responsibilities

• Provide Tier 2 technical support for enterprise network services within SLAs.
• Investigate incidents, troubleshoot, perform RCA, and resolve issues.
• Act as escalation point for internal teams and customers.
• Escalate unresolved issues to Tier 3 with analysis and docs.
• Collaborate with customers across regions to resolve issues.
• Coordinate with internal units and partners to maintain service availability.
• Work with vendors to troubleshoot CPE (routers/switches).
• Participate in 24x7 shift operations and standby coverage.
• Maintain incident records, docs, and knowledge articles.
• Continuously learn new networking technologies and practices.
• Contribute to process improvements and knowledge sharing.
• Take on additional responsibilities as required.

Skills

Shift rotations

IT degree

Network operations

Incident management

CPE knowledge

IP networking

Troubleshooting

ITSM knowledge

Education

IT degree

Tools

Cisco devices

Juniper devices

Job description

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every \"hello\" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

Make an Impact by

• Provide Tier 2 technical support for enterprise network services, managing complex incidents and service requests within agreed service levels.
• Perform incident investigation, troubleshooting, root cause analysis (RCA), and implement timely resolutions for network-related issues.
• Serve as a technical escalation point for internal operations teams, Global Corporate customers, and business stakeholders.
• Escalate unresolved or newly identified technical issues to Tier 3 engineering teams with complete technical analysis and supporting documentation.
• Collaborate with customers across multiple regions to resolve technical issues while delivering a positive customer experience.
• Coordinate with internal business units, overseas telecommunications operators, and technology partners to maintain service availability and operational excellence.
• Work closely with technology vendors to troubleshoot and resolve issues relating to Customer Premises Equipment (CPE), including routers and switches.
• Participate in 24×7 shift operations and provide standby support when required to ensure continuous service availability.
• Maintain accurate incident records, technical documentation, and knowledge articles to support operational excellence and continuous improvement.
• Continuously enhance technical knowledge by learning emerging networking technologies, operational best practices, and troubleshooting methodologies.
• Contribute to process improvements and knowledge sharing initiatives to improve service quality and operational efficiency.
• Undertake additional responsibilities as assigned to support evolving business and operational requirements.

Skills for Success

• Willingness to participate in rotating 24×7 shift operations and standby support when required.
• Diploma or Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Telecommunications, or a related discipline, or an equivalent combination of relevant education and experience.
• Experience in network operations, technical support, or incident management is preferred.
• Experience supporting enterprise networking environments and customer-facing technical operations will be an advantage.
• Knowledge of IP networking fundamentals and enterprise network technologies.
• Understanding of network troubleshooting methodologies and incident management processes.
• Familiarity with Customer Premises Equipment (CPE), including routers and switches.
• Experience supporting networking technologies from vendors such as Cisco and Juniper is advantageous.
• Understanding of incident lifecycle management, root cause analysis, and service restoration practices.
• Knowledge of IT service management (ITSM) processes and ticketing systems is preferred.