NaaS Lead Network Admin

Job description:
Job Description
Role Purpose
The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.
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Areas of responsibility
Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.
SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.
Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.
Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.
Team Management-Collaborate with team members to resolve open tickets and service requests.
Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.
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Key Responsibilities
Support customers using the NaaS platform and assist with onboarding, requests, and troubleshooting.
Monitor platform health and respond to incidents, alerts, and operational issues.
Troubleshoot connectivity, policy, and integration issues across network and security platforms.
Coordinate with engineering teams to resolve complex technical problems.
Document solutions, operational procedures, and best practices.
Help improve the customer experience through feedback and continuous improvement efforts.
2) Role
You will be a customer-facing engineer responsible for supporting the Network as a Service platform and the customers who depend on it.
Success in this role requires strong troubleshooting skills, networking knowledge, customer focus, and the ability to work effectively across multiple teams. You will spend most of your time helping customers, resolving issues, maintaining platform stability, and supporting day-to-day operations.
3) All About You / Experience
The ideal candidate has experience supporting enterprise platforms, infrastructure services, or network technologies and possesses the following qualifications:
Technical Skills
Strong understanding of networking fundamentals including TCP/IP, routing, switching, DNS, firewalls, and load balancing.
Experience troubleshooting application connectivity and network communication issues.
Experience supporting enterprise infrastructure, platforms, or operational environments.
Familiarity with Linux and common troubleshooting tools.
Experience using Git and working in source-controlled environments.
Understanding of APIs, monitoring, logging, and observability platforms.
Soft Skills
Customer-focused with a strong sense of ownership.
Strong verbal and written communication skills.
Effective problem solver who can work through complex technical issues.
Collaborative team player who works well across multiple organizations.
Comfortable working in a fast-paced operational environment.
Mandatory Skills: Cisco Routing and Switching
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Experience: 5-8 Years
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Work arrangement
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