Engineer Network Services Tier 2 - APAC

Title: Engineer Network Services Tier 2 - APAC

Department: Network-Operations

Reporting Manager: Senior Manager, Infrastructure & Design – Network Services APAC

Location: Kuala Lumpur, Malaysia

Role Type: Hybrid, Full-time

Job Responsibilities

Role Overview:

• Technical support resource equipped with data network and voice competency skill to Respond and Resolve customer service incident issue. 

• Member to Tier-2 team operation in APAC time zone, working with functional team in AMERS and EMEA region, providing seamless global support to our customers.

• Collaborate with GSOCTier-1 team on reported incident cases, provide advanced technical assistance and resolution to remediate incident as part of service assurance excellence. 

• Work from office in early and late shift schedule arrangement within local time of 7am to 7pm.

• Resource required to work on weekend/public holidays or emergency responding to customer escalation after work hours.

• Standby for call out support after work hours including weekends and public holidays as necessary to address emergencies.

Incident Management

• Monitor proactive alerts and alarms from IPC Network Monitoring System (NMS), respond and initiate relevant service diagnosis and rectification to correct and resolve service-related issues.

• Ensure customer incidents are resolved within service level timeframes, provide timely technical updates on IPC global incident management system.

• Respond to customer escalations and engage support calls with network carriers and/or IPC customers to achieve meaningful resolution.

Network Management

• Managing core and edge devices, including routers and switches of Cisco and Nokia, optical platform, Session Border Controller (SBC) and SIP based devices/platform.

• Ensure compliance of network appliance operating and adhering to IPC Global Engineering standards.

• Conduct network health check for start and end of shift with documentation handover.

• Maintain up to date online documentation, network schematics and its data elements in database related to network changes.

• Support customer request of measurement reports relating to network health.

• Perform audit checks and implement fix based on IPC custom audit tools

Change Management

• Collaborate with other functional teams on faulty hardware replacement to ensure service restoration.

• Initiate change control relating to change on network service modification, address network capacity and service incidents.

• Perform upgrades and change control on weekends covering production devices/services.

• Perform emergency changes on demand with authorized IPC internal approval.  

Essential Skills and Experience to be Successful in this Role:

• University degree or equivalent Experience in Network Engineering with 

• Minimum 5 years’ experience in the Technology environment

• Experience in the Telecommunication field with extensive knowledge in a wide portfolio of technology and products across IP, SIP Voice and DWDM platforms.

• Good working knowledge of Cisco (Minimum CCNP), Nokia (NRS), and DWDM optical based equipment.

• Proven competency in supporting L2 and L3 routing and switching and MPLS technology

• Experience with SIP technology is required

• Knowledge of Financial Markets Data such as service feeds will be advantage.

• Excellent communication skills and ability to be key player working together with highly motivated team to support the business.

• Resourceful and good initiative in resolving complex issues relating to role support.

• Absolute proactive approach to incident management and service resolution.

• Excellent organizational skills and able to work independently.

• Oracle Metasolv experience desirable

What’s in It for You?

At IPC, your compensation is only part of the package. We are committed to investing in a range of programs and initiatives to improve the overall experience of our employees. 

In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:

•    Health Insurance Plan 
•    Group Term Life Insurance Plan 
•    Flexible PTO plus Public Holidays  
•    Additional Time off for Charity Work and Volunteering  
•    Global Tuition Reimbursement  
•    Global Certification Bonus Program 
•    Access to our E-Learning Platform – IPC University & LinkedIn Learning 
•    Structured Onboarding Program and Peer Mentor Support 
•    Enhanced Parental Leave  
•    Global Wellness Program 
•    Employee Referral Program

Further information about your benefits will be provided during your onboarding process.

Additional Information:

At IPC, we believe that hybrid working creates an inclusive, flexible environment where employees can perform at their best, and teams can collaborate, innovate, and celebrate successes together. We spend around 60% of our time in the office and around 40% of our time working remotely. Some employees may be required to work from the office or client sites more than 60% of the time, if required by their role and/or client needs. 

Your precise work schedule will be determined by you and your Line Manager before commencement of employment with IPC.

You can explore more about our culture, offerings and commitment on www.ipc.com/careers/ and www.ipc.com/about-us/about-ipc/. 

IPC’s Work Culture:

The IPC work culture is one that fosters inclusion, prioritizes innovation, and maximizes potential. We are a global ecosystem, full of diverse people that together made IPC what it is today. 

Our strength as an organization is the sum of our different backgrounds, perspectives, skills and geographies; supported by an ironclad commitment to constructive dialogue and open-mindedness. 

We live and breathe our commitment to innovation by embracing bold ideas, seizing new opportunities and striving for excellence. Our people have continued to deliver ground-breaking solutions to our clients for over 50 years.