Job Overview We are seeking a proactive Network Operations Centre Engineer to support 24x7 managed services operations. This role serves as the first point of contact for clients and vendors, responsible for monitoring alerts, managing service tickets, and ensuring timely incident resolution in accordance with agreed service levels. The ideal candidate is disciplined, client-focused, and confident in working within structured processes in a high-availability environment. Key Responsibilities Incident & Ticket Management Receive, log, validate, and diagnose client incidents and service requests Monitor alerts, mailbox queues, calls, and chat requests Perform first-level troubleshooting and provide first-call resolution where possible Escalate issues appropriately based on defined escalation matrix Service Delivery & SLA Management Manage tickets in line with established SLAs and operating procedures Provide timely status updates to clients on open incidents Coordinate with resolver groups and internal teams to ensure resolution timelines are met Process & Continuous Improvement Identify gaps in knowledge articles, SOPs, and workflows Recommend improvements to enhance operational efficiency Maintain documentation accuracy within service management tools Client Engagement Maintain professional communication with clients and vendors Ensure high levels of service quality and customer satisfaction Requirements Technical Knowledge Familiarity with ITIL concepts and service management practices Basic understanding of networking technologies such as WAN, LAN, WLAN Exposure to Security, Cloud, Collaboration, or Video Conferencing technologies is advantageous Skills & Attributes Methodical and structured approach to troubleshooting Strong communication skills, both verbal and written Able to work in a 24x7 shift roster environment Good judgment in issue escalation Detail-oriented and customer-focused team player Qualifications Technical Diploma or equivalent qualification in I