ABOUT THE JOB
This role oversees the customer lifecycle, ensuring fault complaints are resolved within SLA standards and delivering value-added services like BCP activations, outage reports, and service tests. You will engage with customers proactively, guide them on using end-to-end services, and develop robust support frameworks that elevate the customer experience and align with corporate quality standards.
KEY RESPONSIBILITIES
- POC (Single Point of Contact): Act as the primary contact for urgent issues and faults involving critical circuits.
- Monitoring & Troubleshooting: Ensure optimal network performance by identifying and resolving hardware, software, and connectivity issues.
- Incident Management: Deliver onsite support for escalated incidents, ensuring quick resolutions and consistent updates to stakeholders.
- Network Health Checks: Conduct regular assessments to identify areas of improvement.
- Tier 2 & 3 Support: Deliver advanced support for complex network issues, including leading troubleshooting efforts and managing technical communications.
- Problem Analysis: Perform root cause analysis and implement long-term solutions for recurring issues.
- Documentation & Reporting: Develop and maintain up-to-date network documentation, and deliver regular performance and incident reports.
CANDIDATE MUST HAVE
- Bachelor's Degree in Computer Science, IT/ Software Engineering, Information Security and Assurance, Network Security, Information Technology Management.
- Cisco Certifications (mandatory): CCNP (Cisco Certified Network Professional) or equivalent (ENARSI, ENSDWI). Implementation and troubleshooting for advanced routing technologies and services
- Arista Certifications (highly desirable):Arista Cloud Engineer (ACE) Certification Program
- Juniper Networks Certifications will be an added advantage
WE VALUE
- Minimum 5 years of experience in network engineering, design, and implementation.
- Cisco Networking Technologies: Expertise in various Cisco solutions, such as:
- Cisco Routing and Switching (IOS, NX-OS)
- Cisco SD-WAN
- Arista Networking Technologies: Proficient in data center network solutions (ACE 4 and above).
- Routing and Switching Protocols: Deep knowledge of protocols like BGP, OSPF, EIGRP, MPLS, VRF, etc.
- Network Automation and Programmability: Familiar with network automation frameworks (e.g., Python, Ansible, NetConf/YANG, REST APIs) is a plus.
- Troubleshooting Tools: Proficient with tools such as Wireshark, SolarWinds, Cisco DNA Center, and other network management systems.
- ISP Routing Network Protocol: Strong proficiency in ISP protocols, particularly BGP and EIGRP, with solid troubleshooting abilities.
LOCATION
TM Annexe 2, Telekom Malaysia Berhad, Jalan Pantai Baharu, Kuala Lumpur.
