Lead Engineer IOC (L2)

Job Brief

About us

SPTel is a Business Class Digital Services provider that promises:

• Fully digitalized processes, enabling on demand provisioning of services such as Bandwidth and cyber security
• Business Grade connectivity standards that include <1ms ultra low latency performance and clean-pipe connectivity as a default
• True network diversity for improved reliability with unique fiber pathways and facilities that are physically separate from incumbent telcos
• Innovative services such as IoT-a-a-S and Edge Cloud computing

We are well recognized in the industry clinching numerous awards for our cutting-edge telco services and have doubled our customer base annually in the last 3 years. We were also featured in the CNA documentary “Home-Grown with a Digital Edge”.

These accolades and achievements are the result of us meticulously grooming a team of talents and specialists to be part of our exciting journey and we are looking to grow our team. If you are a skilled and driven individual, do join us as co-creators of the future of SPTel.

Responsibilities

Leadership & Team Management

• Lead, mentor and develop the IOC L2 team, ensuring effective shift coverage and resource allocation.
• Provide technical leadership for complex incidents escalated from IOC L1.5.
• Establish and maintain L2 technical standards, troubleshooting procedures, runbooks and operational practices.
• Develop competency frameworks, training plans and knowledge-transfer programmes to strengthen L1.5 and L2 capabilities.
• Identify capability gaps and drive performance and development plans.
• Promote collaboration across IOC L1.5, Network Engineering, FSO, Managed Service Delivery, carriers and OEM/vendors

Advanced Technical Support & Incident Management

• Oversee advanced troubleshooting and end-to-end fault isolation across Connectivity and Managed Services.
• Drive service restoration within L2’s approved technical scope and authority.
• Determine probable fault domains and ensure timely escalation to the appropriate resolver group.
• Provide technical leadership during Major Incidents, supporting recovery decisions and restoration activities.
• Minimize unnecessary hand-offs through clear technical ownership, escalation criteria and effective cross-team coordination.

Managed Services Support

• Provide advanced remote troubleshooting for managed firewall, SD-WAN, managed CPE and related services.
• Analyze device health, configurations, routing, policies, VPNs, sessions, failover and service performance.
• Coordinate with FSO for onsite activities and engage carriers/OEMs/vendors for specialist support or product-related issues.
• Identify recurring issues and develop preventive measures, runbooks and troubleshooting improvements.

L1.5 Capability & Knowledge Development

• Assess L1.5 technical capability and identify development opportunities towards L2 readiness.
• Conduct technical training, coaching, knowledge-sharing and practical troubleshooting sessions.
• Develop and maintain SOPs, runbooks and knowledge articles for common and complex incidents.
• Progressively transfer suitable troubleshooting activities to L1.5 following appropriate training and validation.
• Incorporate lessons learned from complex and Major Incidents into training and operational practices.

Operational Readiness & Continuous Improvement

• Support MOP, UAT and Day 2 operational readiness for new Connectivity and Managed Services.
• Ensure monitoring, documentation, system access, troubleshooting procedures and escalation paths are in place before BAU.
• Analyze recurring incidents, technical trends and operational gaps to identify improvement opportunities.
• Drive improvements to tools, processes, runbooks and technical support capabilities.

Technical Governance & Performance Management

• Maintain effective technical escalation and working arrangements across internal teams and external partners.
• Ensure escalations contain sufficient technical evidence and are directed to the correct resolver group.
• Monitor L2 performance, including MTTR, incident resolution, escalation quality, recurring incidents and technical competency.
• Provide management reporting on L2 performance, technical risks, capability gaps and improvement initiatives.

Requirements

• Degree or Diploma in Information Technology, Computer Science, Network Engineering, Telecommunications or related discipline.
• Relevant certifications such as CCNA/CCNP, Fortinet, SD-WAN or equivalent networking/security certifications is preferred.
• Minimum 8 years of experience in network operations, technical support, service assurance or Managed Services, with at least 3 years in a technical leadership or team management role.
• Strong hands-on knowledge of enterprise networking, Internet, IPVPN/MPLS, Ethernet, routing, switching and network troubleshooting.
• Good technical knowledge of Managed Firewall, SD-WAN, VPN and managed CPE, preferably with Fortinet technologies.
• Strong experience in complex incident troubleshooting, fault isolation, service restoration and technical escalation management.
• Experience working with Network Engineering, FSO, carriers and OEM/vendors in resolving service incidents.
• Strong leadership, analytical, problem-solving, communication and stakeholder management skills.
• Experience in developing technical teams, competency frameworks, troubleshooting procedures and operational runbooks.
• Experience in a telecommunication, ISP, Managed Services or 24×7 network operations environment.