Description

Responsibilities:

 

• Own the full lifecycle of incidents, service requests, problems, and changes—including normal, planned, and emergency changes—from initiation through to resolution and closure. This includes taking accountability for high-priority and high-severity events with a sense of urgency and precision.
• Deliver proactive and reactive network support, anticipating potential failures before they impact customers and responding decisively when incidents arise—always with a focus on maintaining SLA compliance and service continuity.
• Represent the team in Change Advisory Board (CAB) meetings, contributing technical expertise to change evaluation, risk assessment, and approval decisions to safeguard network stability.
• Coordinate and collaborate with third-party vendors—including Cisco, Juniper, Fortinet, and others—to manage technical escalations, track open cases, and ensure timely resolution of hardware and software issues.
• Engage proactively with customers across both voice and digital channels, communicating technical updates in a clear, professional, and empathetic manner that reinforces trust and confidence in Infosys’s services.
• Provide technical mentorship and day-to-day guidance to junior engineers, contributing to team capability development and fostering a culture of continuous improvement and knowledge sharing.
• Assess customer IT environments to identify gaps, recommend enhancements, and propose forward-looking solutions that support their business objectives and long-term technology roadmap.
• Develop and implement strategies to enhance the performance, resilience, scalability, and maintainability of managed network environments.
• Ensure all project and operational activities are aligned with organisational goals, enterprise architecture principles, and relevant compliance and governance frameworks.
• Produce and maintain high-quality technical documentation, including architecture records, design decisions, runbooks, and change workflows, in accordance with industry standards.
• Stay current with emerging technologies, industry trends, and vendor developments, proactively integrating new knowledge into team practices and customer engagements. 
  
   

Essential:

 

• Bachelor’s or master’s degree in computer science, Information Technology, Telecommunications, or a related discipline.
• A minimum of 5 years of progressive experience in network and infrastructure engineering, with a demonstrated track record in enterprise-level environments.
• At least 3 years of experience in customer-facing technical support roles, preferably within a NOC, managed services, or similar operational setting.
• Solid hands-on expertise across core networking disciplines including Routing, Switching, SD-WAN, Network Security, and Infrastructure management.
• Troubleshoot IP VPN services and resolve connectivity, routing, and performance issues
• Diagnose faults across Fiber, Copper, and Dark Fiber networks
• Identify and resolve Mobile / Radio network faults impacting service availability
• Support and troubleshoot Cisco and Juniper routers and network devices
• Perform fault isolation, escalation, and service restoration activities
• Provide clear, timely customer communication and incident updates
• Ensure incidents are resolved within agreed SLAs
• Exposure to technologies from leading vendors including Cisco, Juniper, Palo Alto, Meraki, Microsoft, F5 load Balancers , Linux , VMware, Netscaler, Fortigate, Velocloud, Solarwinds, ServiceCentral, Magpie, Splunk, and Merge. 
  
   

Preferred:

 

• Prior experience in a Telco or ISP environment is highly regarded and will be considered a significant advantage.
• Exposure to Network Automation tools and scripting languages (e.g., Python, Ansible) to support operational efficiency and reduce manual toil.
• Experience working in or supporting Australian government or public sector environments, including familiarity with relevant security and compliance frameworks.
• Demonstrated involvement in large-scale network transformation, migration, or modernisation projects within enterprise settings.
• Familiarity with Cloud networking concepts and integration patterns across platforms such as AWS, Azure, or GCP.
• Relevant industry certifications such as CCNP, JNCIP, Fortinet NSE, or ITIL Foundation are highly desirable

Key Skills

Education

Bachelor's or Master's degrees