- Manage incidents, service requests, and change requests for network and security technologies
- Perform advanced troubleshooting and handle escalations from L1 support
- Implement medium and high priority change requests following ITIL change management process
- Coordinate with smart hands, ISP, and OEM vendors for break-fix and IMAC activities
- Perform device patch management and ensure compliance with security standards
- Monitor and manage network capacity and performance
- Provide support for major incident management (MIM) and perform Root Cause Analysis (RCA)
- Drive continuous service improvement initiatives and support automation/AIOps adoption
- Handle user follow-ups, shift handovers, and reporting activities
- Hands-on experience in network and security operations
- Strong knowledge of firewalls, VPN, proxy, routing and switching technologies
- Experience with Palo Alto, Aruba, Zscaler equivalent security solutions
- Solid troubleshooting skills for network and security incidents
- Good understanding of incident, problem, and change management processes
- Knowledge of capacity planning and performance monitoring tools
- Experience working with OEM vendors and third-party providers
- Exposure to automation and scripting is preferred