About the job

Ensure 24/7 availability and performance of network infrastructure through monitoring, incident response, escalation management, and technical support while maintaining SLAs and collaborating with cross-functional teams.

Responsibilities~

Network Monitoring & Performance~

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems like Cosmos
• Analyze performance trends, bandwidth, latency, packet loss, and KPIs
• Maintain monitoring thresholds, alert policies, and SLA metrics

Incident & Problem Management~

• Respond to alerts and outages within SLA timeframes
• Perform triage, diagnosis, and manage the incident lifecycle
• Conduct root cause analysis and document lessons learned
• Track trends and recommend preventive measures

Escalation Management~

• Serve as the primary escalation point for Tier 1 and Tier 2 support teams
• Escalate complex issues to Tier 4 engineers and specialized teams
• Coordinate vendor support and lead bridge calls during major incidents
• Manage communication between technical teams, management, and stakeholders

Network Operations & Maintenance~

• Execute firmware updates, patches, and configuration changes
• Configure routers, switches, firewalls, load balancers, wireless controllers
• Implement VLANs, access control policies, and VPN connections
• Perform change management and maintenance window activities

Troubleshooting & Support~

• Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks
• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
• Analyze traffic using Wireshark, tcpdump
• Address DNS, DHCP, firewall, NAT, and VoIP issues
• Manage SSID requests, conference issues, and other special requests

Field Technician Coordination & Dispatch~

• Work with field technicians and coordinate tech dispatches for PMS troubleshooting and connectivity
• Conduct WiFi site surveys, coverage analysis, and wireless optimization
• Handle 3rd party vendor troubleshooting including video, VoIP, and conference room technology
• Coordinate on-site troubleshooting and vendor escalations

Documentation & Collaboration~

• Maintain network documentation, topology diagrams, and SOPs
• Create post-incident and root cause analysis (RCA) reports
• Participate in capacity planning and continuous improvement initiatives
• Collaborate with Engineering, logistics, equipment, and third-party vendors to integrate new equipment and technologies

Skills~

Technical (Hard Skills)~

• TCP/IP, routing protocols, VLANs, QoS
• Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers
• Firewalls (Cisco ASA, Fortinet, Watchguard)
• Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, Cosmos)
• Wireshark, tcpdump, packet analysis
• VPN, SD-WAN, load balancers, wired (Ethernet and fiber) and wireless networking
• Property Management Systems (PMS) and hospitality technology (preferred)

Soft Skills~

• Strong communication and problem-solving abilities
• Calm under pressure during critical incidents
• Team collaboration and mentoring skills
• Time management and prioritization

• Monitor infrastructure using SolarWinds, PRTG, Nagios, Zabbix, and proprietary systems like Cosmos
• Analyze performance trends, bandwidth, latency, packet loss, and KPIs
• Maintain monitoring thresholds, alert policies, and SLA metrics
• Respond to alerts and outages within SLA timeframes
• Perform triage, diagnosis, and manage the incident lifecycle
• Conduct root cause analysis and document lessons learned
• Track trends and recommend preventive measures
• Serve as the primary escalation point for Tier 1 and Tier 2 support teams
• Escalate complex issues to Tier 4 engineers and specialized teams
• Coordinate vendor support and lead bridge calls during major incidents
• Manage communication between technical teams, management, and stakeholders
• Execute firmware updates, patches, and configuration changes
• Configure routers, switches, firewalls, load balancers, wireless controllers
• Implement VLANs, access control policies, and VPN connections
• Perform change management and maintenance window activities
• Resolve issues across LAN, WAN, MPLS, SD-WAN, and wireless networks
• Troubleshoot routing/switching (BGP, OSPF, EIGRP, STP)
• Analyze traffic using Wireshark, tcpdump
• Address DNS, DHCP, firewall, NAT, and VoIP issues
• Manage SSID requests, conference issues, and other special requests
• Work with field technicians and coordinate tech dispatches for PMS troubleshooting and connectivity
• Conduct WiFi site surveys, coverage analysis, and wireless optimization
• Handle 3rd party vendor troubleshooting including video, VoIP, and conference room technology
• Coordinate on-site troubleshooting and vendor escalations
• Maintain network documentation, topology diagrams, and SOPs
• Create post-incident and root cause analysis (RCA) reports
• Participate in capacity planning and continuous improvement initiatives
• Collaborate with Engineering, logistics, equipment, and third-party vendors to integrate new equipment and technologies

• TCP/IP, routing protocols, VLANs, QoS
• Cisco, Ruckus, Aruba/HP, Meraki routers, switches, and wireless controllers
• Firewalls (Cisco ASA, Fortinet, Watchguard)
• Monitoring tools (SolarWinds, PRTG, Nagios, Zabbix, Cosmos)
• Wireshark, tcpdump, packet analysis
• VPN, SD-WAN, load balancers, wired (Ethernet and fiber) and wireless networking
• Property Management Systems (PMS) and hospitality technology (preferred)
• Strong communication and problem-solving abilities
• Calm under pressure during critical incidents
• Team collaboration and mentoring skills
• Time management and prioritization

• BA/BSc/HND