وظيفة مهندس مركز عمليات الشبكات شاغرة في الرياض لدى جهة غير معلنة

Job Summary

Responsible for providing technical support, troubleshooting, and incident management for network services, including Routing & Switching, MPLS, Voice, Microwave (MW), 5G, and Fibre technologies. Ensure timely resolution of customer issues, maintain service quality, meet defined SLAs, and coordinate effectively with internal teams, external teams, and vendors in a 24/7 operational environment.

Key Responsibilities

• Provide technical support and troubleshooting for Routing & Switching, MPLS, Voice, Microwave (MW), 5G, and Fibre network technologies.
• Diagnose and resolve network incidents, service interruptions, and customer technical issues within agreed SLAs.
• Monitor and manage multiple incidents simultaneously while maintaining service quality and minimizing service downtime.
• Coordinate with internal technical teams, external service providers, vendors, and customers to ensure timely incident resolution.
• Handle customer escalations professionally and provide regular updates on incident status and resolution progress.
• Follow up on daily operational activities, pending cases, escalations, reports, and customer-related tasks.
• Maintain accurate incident records and prepare operational reports as required.
• Work effectively in a 24/7 shift-based environment, including managing high-priority incidents under pressure.
• Ensure compliance with established operational procedures, service standards, and customer support requirements.

Qualifications & Requirements

• Minimum of 3 years of relevant experience in network operations, technical support, or a Business Support team.
• Strong technical knowledge and hands-on experience in Routing & Switching.
• Good knowledge and practical experience in MPLS and Voice technologies.
• Hands-on troubleshooting and support experience with Microwave (MW), 5G, and Fibre technologies.
• CCIE Routing & Switching certification preferred. Alternatively, CCNP certification with strong practical experience will be considered.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication, customer service, and stakeholder management skills.
• Ability to manage multiple incidents, prioritize tasks, and meet defined SLAs under pressure.
• Ability to work rotating shifts in a 24/7 operational environment.