Service Delivery Senior Engineer

6 days ago

Quezon City, National Capital Region, Philippines TGI Full time

Join to apply for the Service Delivery Senior Engineer role at Trends Group Inc.

Group Description
Onsite Services Group focuses on providing efficient and effective support or services directly at a client's location to minimize downtime or disruptions. The group cultivates strong relationships with clients to foster long-term partnerships and repeat business by continuously improving service delivery through innovation, feedback analysis, and adopting best practices. These help onsite service groups deliver value, maintain client satisfaction, and contribute to the overall success of both client and Trends.

II. PURPOSE
L2 Network Support Engineer

III. Duties And Responsibilities

  • Follow effective and efficient processes and comply with escalation protocols.
  • Report significant events to the Manager and participate in shift turnovers.
  • Contribute to the knowledge and information relevant to Service Operations.
  • Collaborate with other team members to improve workflows, documentation, standards, and processes.
  • Participate in activities promoting a harmonious working environment such as demonstrating trust and respect and practicing open communication.
  • Comply with company policies, guidelines, standards, and procedures.

Client Support

  • Timely resolution of network-related incidents and service requests based on defined SLAs.
  • Adherence to best practices in network administration, security, and compliance.
  • Contribution to the successful implementation of network projects and upgrades.
  • Documentation accuracy and completeness for system configurations and procedures.
  • Ability to work effectively in a team and communicate technical information clearly.
  • Timely submission of weekly tasks and activities.

Client Incident Management

  • Lead the Network Operations or act as the Point of Contact (POC) in responding to network incidents, ensuring quick fault isolation, analysis, and resolution.
  • Coordinate with other IT teams and stakeholders to resolve complex issues and minimize downtime.
  • Conduct regular security assessments and audits to identify and mitigate risks.
  • Manage the escalation process for unresolved incidents, ensuring timely communication and resolution.
  • Analyze the network utilization and performance metrics to forecast future capacity needs.
  • Implement and maintain network security, backup, and redundancy strategies.
  • Perform disaster recovery operations when required.
  • Produce documentation for devices installation, network topology, and troubleshooting of systems and infrastructure.
  • Liaise with vendors, peers, partners, and other IT personnel for problem resolution.
  • Oversee the deployment of network infrastructure projects, ensuring adherence to architectural design and timelines.
  • Integrate new network solutions with existing infrastructure, ensuring compatibility and minimal disruption to operations.
  • Present to the Change Approval Board (CAB) all network-related changes that will remediate vulnerabilities, resolve incidents, or make minor/major changes to the network infrastructure.
  • Communicate effectively with stakeholders, including providing updates on incidents or projects.
  • Prepare and submit documents, and performance reports in adherence to the monthly operations review and process compliance.

IV. Qualifications

  • Minimum Education: A Graduate Of Any 4-year IT Related Courses
  • BS in Electronics Engineering
  • BS in Electronics and Communications Engineering
  • BS in Information System
  • Minimum Experience/Training: Have at least 5 years of working experience in Network Operations
  • Trainings and/or certifications on any of the following domains is an advantage:
  • CCNA
  • CCNP
  • Competency: Results-oriented and self-starter, analytical, team player, and dynamic.
  • Effective communication skills.
  • Demonstrates success as a problem solver.
  • Experienced with products in the areas of Network Infrastructure.
  • WORKING CONDITIONS: Willing to be assigned on a shifting schedule onsite, reports to Client's site aligned with Client's working schedule or as requested by Client, ensures availability in standby 24x7 for maintenance and incident support calls.

Seniority level: Mid-Senior level

Employment type: Other

Job function: Information Technology

Industries: IT Services and IT Consulting

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