IT Network Infrastructure Engineer

Location: Ayala Makati City

Position Summary:

The ideal candidate will serve as the main escalation point for Level 1 support and will handle high-impact incidents while supporting core infrastructure technologies such as servers, virtualization, networking, databases, and security systems.

Key Responsibilities:

• Provide Level 2 Support: Troubleshoot and resolve incidents related to server, Nutanix, VMware, network devices, firewalls, Microsoft 365, databases, Azure, SAP Basis, telecom, and voice technologies.
• Incident Management: Act as the incident coordinator for high and critical business-impacting issues, leading resolution efforts and ensuring clear communication across IT and business teams.
• Escalation Point: Manage escalated incidents from Level 1 support and work diligently to resolve before involving Level 3 subject matter experts (SMEs).
• Infrastructure Monitoring: Monitor, configure, and troubleshoot infrastructure components (servers, networks, cloud platforms) to prevent incidents, and ensure efficient monitoring systems are in place.
• Security Measures: Implement and monitor security protocols to protect infrastructure across on-premises and cloud environments. Perform regular security updates and vulnerability remediation.
• Cloud & On-Premises Support: Actively assess and support both cloud (Azure, O365) and on-premises systems. Assist in the deployment and security of updates for cloud and physical environments.
• Critical Incident Response: Collaborate with Level 3 infrastructure, Application Support, the Security Operations Center (SOC), and other IT teams to address critical incidents, coordinating investigations and remediation efforts.
• Vulnerability Management: Assist in the remediation of identified security vulnerabilities in both cloud and on-premises environments, ensuring compliance and alignment with organizational standards.
• ITSM Processes: Support internal processes related to application/software access control, identity lifecycle management, and configuration management using ITSM tools.
• Reporting and KPIs: Maintain and report on monthly Key Performance Indicators (KPIs), security metrics, and dashboards. Analyze security and performance data to inform decision-making.
• Design & Build Projects: Collaborate on the implementation of new technology solutions, ensuring they meet operational requirements.
• On-Call Support: Participate in the on-call rotation, providing 24x7 support for critical infrastructure and incident resolution.

Required Skills and Qualifications:

• Technical Expertise: Strong knowledge of server technologies (Windows/Linux), virtualization (Nutanix, VMware), network equipment (routers, switches, firewalls), Microsoft 365, and cloud platforms (Azure).
• Incident Management: Experience handling major incident coordination and cross-team communication in high-pressure situations.
• Security Focus: Knowledge of security best practices, including vulnerability management, identity lifecycle management, and compliance standards (e.g., SOC, PCI).
• ITSM Tools: Experience with IT Service Management (ITSM) tools like ServiceNOW for managing incidents, problems, changes, and access control.
• Communication: Excellent written and verbal communication skills for clear and effective incident reporting and stakeholder management.
• Certifications: Relevant certifications such as Microsoft 365, Nutanix, VMware, Cisco (CCNA/CCNP), or ITIL are a plus.

Preferred Qualifications:

• Experience with SAP Basis and database management.
• Familiarity with telecom and voice support.
• Hands-on experience with network monitoring tools and techniques.