Network Engineer

Vincere.io; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading global digital infrastructure provider is seeking an L2 Network Engineer for the Service Operations Center in Singapore. The role focuses on resolving complex technical issues related to customer solutions, ensuring strict adherence to Service Level Agreements, and improving overall customer satisfaction. Candidates should have 3–5 years of experience in IP Networking and SD-WAN, along with relevant qualifications. Join a rapidly evolving industry and contribute to innovative technology solutions.

Benefits

Opportunity for career growth

Dynamic work environment

Innovative projects

Qualifications

• 3–5 years of relevant experience in a customer service or network operations role.
• Experience in troubleshooting Level 2 incidents in a technical environment.
• Knowledge of network performance monitoring and management.

Responsibilities

• Resolve complex technical issues related to customer solutions.
• Maintain a history of problems and solutions.
• Support implementation of new network updates and changes.

Skills

IP Networking

SD-WAN

Troubleshooting

Customer Service

Education

Bachelor’s Degree in Computer, Electronics or Telecommunications

Tools

VIPTELA

FORTINET

Zscaler

Prisma

Job description

Company Overview

Tata Communications is a leading global digital infrastructure provider, enabling enterprises to thrive in a hyperconnected world. The company delivers solutions in network, cloud, security, mobility, IoT, and collaboration to businesses worldwide.

Designation

L2 Network Engineer – Service Operations Center

Location

Singapore

Reports To

Deputy General Manager – Service Operations Center

About the Function

The Service Operations Centre (SOC) serves as the central, single point of contact for all clients within the International SOC division. Operating during APAC business hours, the primary responsibility of the Customer Service Engineers is to deliver superior customer service by efficiently receiving, troubleshooting, resolving, escalating, and closing all customer incidents and requests.

About the Role

This role requires a Subject Matter Expert (SME) primarily responsible for resolving complex technical issues related to customer solutions and ensuring strict adherence to Service Level Agreements (SLAs). The SME will also proactively implement measures to maintain key performance indicators (KPIs), continuously improve customer network performance, and boost overall Customer Satisfaction (CSAT) levels.

Key Responsibilities

• Understand customer issues/requirements and record them in the ticketing system.
• Troubleshoot to isolate and resolve Level 2 incidents/queries.
• Escalate incidents to the next level or partner for resolution within SLAs.
• Perform change management assessments, execute changes, and conduct post‑implementation checks.
• Maintain a history of problems and solutions.
• Run and analyze traffic reports and IP configurations.
• Coordinate and participate in troubleshooting efforts between departments and vendors.
• Ensure solutions meet customer requirements and align with design and delivery objectives.
• Review incidents to ensure resolution efficiency, maintaining smooth operation of network components.
• Maintain quality standards to achieve optimal KPI targets.
• Track and monitor network traffic and performance to ensure minimal interruption to customer services.
• Monitor vendor performance on critical incidents, delays, and SLA non‑adherence.
• Support implementation of new network updates, planned activities, and change management.
• Correct network and SOC problems effectively and timely.
• Drive initiatives and efficiencies to network facilities for improvements such as enhancements, updates, upgrades, and new systems.
• Establish tools and procedures to monitor network performance, ensuring SLA compliance and QoS.

Key Qualifications & Experience

• 3–5 years of relevant experience.
• Bachelor’s Degree in Computer, Electronics or Telecommunications (preferred).
• Expertise in IP Networking / SD‑WAN (VIPTELA, VERSA, FORTINET) and Security (FORTINET).
• Experience or knowledge in Security, Riverbed, and Cloud‑based proxy services (Zscaler, Prisma) is an added advantage.

Why Join Us

• Opportunity to be a part of a high‑growth global SOC function in a rapidly evolving industry.
• Drive innovation and transformation for some of the world’s leading enterprises.
• Collaborate with a dynamic, ambitious, and customer‑focused leadership team.

Equal Employment Opportunity

We are an equal opportunity employer committed to fostering a diverse, inclusive, and equitable workplace. We celebrate differences and ensure that all qualified applicants receive fair consideration for employment, regardless of race, colour, religion, gender, gender identity, national origin, disability, veteran status, or any other legally protected status. We believe that diversity drives innovation, and we are dedicated to creating a workplace where everyone feels valued, respected, and empowered to contribute their best.