Managed Services Engineer (Network & Infrastructure)

SAGL CONSULTING PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading IT services company in Singapore seeks an experienced L3/L4 Managed Services Engineer to ensure smooth operations of clients' IT infrastructure, focusing on network technologies and providing advanced technical support. The ideal candidate will possess strong analytical and diagnostic skills in multi-technology environments and contribute to automation initiatives.

Qualifications

• Strong hands-on expertise in Routing, Switching, Firewall, VPN, Load Balancing.
• Proficiency in incident, problem, and change management processes.
• Excellent communication skills; able to work across different cultures and teams.

Responsibilities

• Handle and resolve escalated Network and Infrastructure incidents within SLA.
• Monitor network and infrastructure environments to prevent potential failures.
• Support or lead project delivery related to Networking or Infrastructure.

Skills

Network technologies

Cloud technologies

Security

Applications

Advanced troubleshooting

Education

Bachelor’s Degree in IT

Tools

Diagnostic tools

Job description

Job Overview

Our client are looking for an experienced L3/L4 Managed Services Engineer to ensure the smooth operations of clients’ IT infrastructure, with a strong focus on Network technologies alongside Cloud, Security, Applications, and Collaboration domains. The role involves proactively monitoring, investigating, and resolving complex escalated incidents, providing advanced technical support, and ensuring contracted managed services outcomes are achieved. You will also contribute to automation initiatives and support projects or disaster recovery activities when required.

Key Responsibilities

Advanced Incident & Problem Management (L3/L4)

• Handle and resolve escalated Network and Infrastructure incidents and service requests within SLA.
• Provide expert troubleshooting for complex issues across Networking, Cloud, Security, and Applications.
• Conduct root cause analysis for problems unresolved by L1–L3 teams.
• Use advanced diagnostic tools and structured methodologies to troubleshoot in complex client environments.
• Ensure timely and detailed updates on all tickets and resolution steps.

Proactive Monitoring & Service Continuity

• Monitor network and infrastructure environments to prevent potential failures.
• Investigate recurring issues and recommend long-term fixes.
• Capture all incident details for fast and precise resolution.

Change, Automation & Process Improvement

• Support planned changes with proper risk assessment, documentation, and execution.
• Work with automation teams to streamline operations and automate repetitive tasks.
• Maintain technical documentation, SOPs, and contribute to internal knowledge bases.

Cross-Functional Collaboration & Leadership

• Collaborate with internal teams, stakeholders, and clients to resolve advanced issues.
• Provide technical guidance and mentorship to L1–L3 engineers.
• Act as an emergency support contact during critical or high-impact incidents.
• Conduct quality checks on ticket management and adherence to service processes.

Project & Disaster Recovery Support

• Support or lead project delivery related to Networking or Infrastructure.
• Participate in DR testing and execution.
• Perform any other related duties as required.

Skills, Knowledge & Attributes

Technical Skills

• Strong hands-on expertise in Network technologies (Routing, Switching, Firewall, VPN, Load Balancing).
• Experience in at least one additional domain: Cloud, Security, Applications, or Collaboration.
• Proficiency in incident, problem, and change management processes.
• Strong analytical and diagnostic skills for multi-technology environments.

Professional Attributes

• Excellent communication skills; able to work across different cultures and teams.
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• Strong client service mindset and commitment to delivering outstanding support.
• Ability to work under pressure, manage shifting priorities, and support high-severity incidents.
• Active listening, attention to detail, and a proactive approach to problem-solving.
• Positive attitude, adaptability, and strong ownership.

Qualifications & Certifications

• Bachelor’s Degree in IT, Computing, or equivalent experience.
• Preferred certifications:
  • CCNP, CCIE (Routing & Switching / Security), PCNSE, or relevant firewall certifications
  • CISSP or other advanced technical certifications
• Additional domain certifications (Cloud, Security, Network specializations) are an advantage.