Resident Engineer

We are seeking a highly skilled and experienced Resident Engineer to oversee and optimize our on-site operations. This permanent role requires a proactive individual with a strong technical background and proven ability to drive improvements in efficiency, safety, and performance.

Key Responsibilities:

• End-to-End Trouble Ticket Resolution: Based at the Technical Operations Center (TOC) on a rotational shift schedule, this role serves as the critical bridge between the customer and L2/L3 support teams.

Key duties include:

• Monitoring and ensuring SLA-compliant ticket acceptance.

• Executing initial case triage based on customer input.

• Assigning cases to the correct L2 or L3 support domain or soliciting further details.

• Actively facilitating and driving the ticket resolution process to completion.

• Operational Excellence: Provide expert guidance and hands-on support to operations teams to maintain network stability, performance, and security.

• Stakeholder Engagement: Coordinate closely with engineering teams, service providers, and operations leadership to align designs and deployments with project timelines and evolving requirements.

• Issue Resolution: Act on complex network incidents, ensuring rapid diagnosis and resolution to protect critical services.

• Documentation & Handover: Produce and maintain comprehensive documentation, including implementation guides and operational runbooks to support seamless handover to operations.

• Continuous Improvement: Identify opportunities to optimize designs, tools, and processes, leveraging lessons learned from previous large-scale network deployments.

Required Qualifications

• Minimum 5+ years in telco operations or service delivery, ideally within large-scale or high-availability environments.

• Proven experience in troubleshooting and supporting Core & Edge networks, SD-WAN, LAN/WLAN, and security solutions.

• Strong knowledge of network monitoring, incident management, and operational support processes.

• Ability to lead and coordinate multi-vendor and cross-functional teams in time-critical projects.

• Excellent communication skills to interface effectively with technical teams and senior stakeholders.

Preferred Qualifications

• Prior experience supporting international or large-scale operations (enterprise, telecom, or service provider).

• Certifications in relevant technologies (e.g., Cisco CCIE, Juniper JNCIP, or JNCIE).

• Experience with ServiceNow or similar ITSM tools.

Technical Competencies

• Deep understanding of troubleshooting Core & Edge network architectures, Wi-Fi concepts, and security integration.

• Proficiency with network monitoring and management tools.

• Ability to create and interpret network diagrams, documentation, and operational playbooks.