RESPONSIBILITIES:
The Senior Network Operations Team Lead is responsible for leading day-to-day network operations for customer environments across Local Cloud/On-Prem and Public Cloud (Microsoft Azure, AWS, Google Cloud). This role ensures stable, secure, and compliant network services including WiFi/WLAN, Firewall, VPN, and cloud networking, while driving incident resolution, change delivery (Move/Add/Change), and continuous improvement.
- Team leadership: Lead, coach, and develop the Network Operations team; assign work, set priorities, and ensure high-quality delivery aligned with SLA/OLA.
- Customer operations ownership: Act as an escalation point; provide clear communication to customers during incidents/changes; participate in service reviews and improvement plans.
- Network operations (Local Cloud/Branch): Operate and troubleshoot routing/switching, WAN/LAN, DNS/DHCP, and branch connectivity to ensure availability and performance.
- Public cloud networking: Support and operate cloud network components across Azure/AWS/GCP (VPC/VNet, subnets, route tables/UDR, security rules/SG/NSG, gateways, load balancers, private connectivity and DNS as applicable).
- Firewall and security controls: Operate and maintain firewall platforms (policy, NAT, logging, IPS/IDS features as applicable); coordinate vulnerability remediation and security hardening with security stakeholders.
- VPN services: Implement and support Site-to-Site and Remote Access VPN (IPsec/SSL), including routing, certificates, and tunnel troubleshooting.
- WiFi/WLAN services: Support enterprise WiFi (AP/controller, SSID/security, guest access, performance troubleshooting and basic RF considerations).
- Incident & problem management: Lead incident response (triage, containment, recovery, communication); perform root cause analysis (RCA) and drive permanent corrective actions.
- Change management & MAC delivery: Plan and execute Move/Add/Change and setup/implementation tasks (design validation, pre-check, cutover, rollback, post-check) following ITSM processes.
- Monitoring and reporting: Ensure effective monitoring, alert tuning, dashboards, and reporting on availability, performance, incident trends, and capacity/cost drivers where relevant.
- Documentation: Maintain accurate network diagrams, configurations, SOP/runbooks, as-built documents, and knowledge articles to enable consistent operations.
- Continuous improvement: Identify automation opportunities and operational improvements; evaluate new tools/technologies and implement best practices.
Qualifications:
- Bachelor's degree in Computer Engineering, Computer Science, IT, or equivalent practical experience.
- 5+ years of experience in Network Operations / Network Engineering (enterprise or service provider/MSP), with 1–3+ years in a technical lead or team lead role.
- Strong knowledge of routing and switching (e.g., BGP/OSPF, VLANs, STP, QoS) and ability to troubleshoot complex L2/L3 issues.
- Hands-on experience operating Firewall and network security controls (policy management, NAT, logging/monitoring). Experience with at least one major vendor (e.g., Palo Alto, Fortinet, Check Point) is preferred.
- Hands-on experience with VPN technologies (IPsec/SSL, Site-to-Site, Remote Access) and troubleshooting of connectivity/routing/certificates.
- Experience supporting enterprise WiFi/WLAN (controller/AP concepts, authentication/security, guest access; basic RF troubleshooting).
- Cloud networking experience in one or more cloud providers (Azure/AWS/GCP) and understanding of hybrid connectivity between on-prem/local cloud and public cloud.
- ITSM process experience: Incident/Problem/Change management; ability to lead Sev1/Sev2 incidents, drive RCA, and manage change execution (including Move/Add/Change).
- Familiarity with monitoring and troubleshooting tools (e.g., SolarWinds/PRTG/Zabbix, Wireshark/tcpdump, log analysis) and strong documentation discipline.
- Excellent communication skills in Thai and/or English, especially for customer-facing incident updates and coordination across teams.
- Ability to work in shifts or provide 24x7 on-call support when required.
Preferred Certifications:
- Networking: CCNA/CCNP (or equivalent).
- Cloud: AZ-700, AWS Advanced Networking, Google Professional Cloud Network Engineer (any is a plus).
- Security: Vendor certifications related to Firewall/VPN (e.g., Fortinet NSE, PCNSE, Check Point CCSA/CCSE).
Working Location: Chaleannakorn Thonburi / Klong Toey / Exchange Tower
