Senior Operations Engineer

About Knowtecq

Knowtecq is inviting all enthusiastic talents to join us in building up a state of the art network

and to co-create an enjoyable working environment.

We believe in developing our staffs in all necessary aspects in order to build and grow the

company together.

At Knowtecq, we not only offer a platform to build the technology, service excellency and

company together, we also offer excellent remuneration.

Position : Senior Technical Ops Engineer

JOB PURPOSE

▪ To actively monitor the performance, stability, availability, and integrity of our

customer's Infra-environment, platform and operation effectively.

▪ To handle customer requests & network-related incidents and problems and escalate to

senior engineers when necessary.

▪ Assists in coordinating customer requests and escalating them to the respective

departments according to priority and standard workflow.

▪ Assists in coordinating among colleagues, vendors and partners on troubleshooting,

extending support to other depts if necessary, e.g.: IDC team, infra team, customer

experience team and systems team.

▪ Implement ITIE 4 Foundation-IT service management, e.g. Incident Workflow, Problem

Workflow, Project Workflow, Task Workflow, Change Workflow, and Request Workflow.

▪ Assist in the development and maintenance of operational standards and procedures

▪ Crafting a new SOP, reviewing existing SOP and improving them from time to time.

▪ Lead the junior ops on daily tasks, providing guidance and support to ensure maximum

productivity.

▪ Delegating tasks based on priority among the team members, communicating and

following up closely and ensuring they meet the goal.

▪ Oversee day-to-day operation, monitoring junior OPs members' performance and

ensuring they are following company policies, completing tasks in a timely fashion and

meeting the standards of quality and efficiency.

▪ This position provides an excellent opportunity to broaden the understanding of your

technical knowledge and learn in-depth the ICT & Cloud management.

KEY ACCOUNTABILITY AREA

▪ Proactively in day-to-day monitor and configure router, firewall, load balancer and

network devices based on the requests and according to SOP.

▪ Handle daily maintenance-related tasks, such as active monitoring of bandwidth usage,

customer equipment, implementation of standard changes, customer requirement

tickets follow-up, incident tickets follow-up, support other teams if necessary ... etc.

▪ Troubleshooting related platform & network problems and diagnose of security issues.

▪ Provide customers with cordial technical consulting services, respond to customer needs

in real-time, classify the types of needs and feedback to the responsible team.

▪ Provide technical summaries & reports for customers if necessary.

▪ Work on 24x7 roster, need to cooperate with manpower scheduling, shift and leave

adjustment

Education and Professional Certificate Level:

• University Degree holder on Computer Studies or Information Technology is preferred.

• Holder of professional certifications like CCNA, CCNP, JNCIA... etc. is an advantage.

Length and Type of Job-Relevant Experience:

• Minimum 4 – 5 years’ experience in Technical Operation Team.

• If you have 1 year of experience in Internet service providers or other large cloud

deployment environments, is superior.

Core Critical Competencies:

• Intermediate speaking, writing, and reading in English and mandarin are a must.

• Experience in managing a Cloud platform and ISP platform.

• Intermediate Knowledge of Internet technologies like TCP/IP, HTTP(S), SMTP, DNS, BGP,

SSL, OSPF, Spanning Tree, Vlan, Cisco Router, Switch, Firewall: Juniper SRX, Palo alto,

Fortigate, F5 LTM....etc

• Open to training, enthusiasm to learn new things, and willing to challenge yourself.

• Have a good awareness of teamwork and good communication skills