Administrator (Support & Operations)

Job title: Administrator (Support & Operations)

About the Role The Administrator (Support & Operations) will independently resolve tickets, provide on-call support, and perform root cause analysis to ensure positive customer feedback and service reliability.

What You'll Do

• Perform firmware upgrades and patching of network devices according to agreed frequency and OEM recommendations.
• Manage WAN and DC-LAN infrastructure, including troubleshooting Fortinet SD-WAN.
• Configure HPE/Aruba switches and Aruba Wireless controllers.
• Handle DNS/DHCP/IPAM tools such as EfficientIP and Infoblox.
• Verify connectivity of infrastructure and directly connected network equipment.
• Manage load balancers using ADC and F5.
• Manage SSL encryption protocols and configurations.
• Coordinate with customers regarding application impact and functionality issues.
• Add, remove, and configure nodes to load balancer based on capacity requirements.
• Review and approve proposed changes for capacity management.
• Collaborate with identity and access management team for load balancing authentication systems.
• Provide IMAC support for physical network devices in data centers.
• Deploy, test, and manage network equipment, software, and cabling.
• Generate operational reports and SLA reports for auditing purposes.
• Monitor network queue using customer ITSM platform.
• Maintain network topology and device logs.
• Work with customer and/or third-party vendors for network operational support.
• Implement proactive monitoring and self-healing capabilities to limit network outages.
• Identify and resolve network problems in accordance with customer policies and service levels.
• Notify customer of third-party vendor failures to perform work according to contract provisions.

What We're Looking For

• Experience with network infrastructure management, firmware upgrades, and patch management.
• Proficiency with Fortinet SD-WAN, HPE/Aruba switches, Aruba Wireless controllers.
• Familiarity with DNS/DHCP/IPAM tools (EfficientIP, Infoblox).
• Hands-on experience with load balancers (ADC, F5) and SSL configurations.
• Ability to coordinate with customers, vendors, and internal teams; strong communication skills.
• Strong incident management, root-cause analysis, and on-call support capabilities.
• Knowledge of ITSM platforms and ability to generate operational/SLA reports.
• IMAC support experience for physical network devices in data centers.
• Self-motivated with ability to work to SLAs and ensure First Call Resolution and CSAT.

Nice to Have

• Knowledge base management and experience training or coaching junior analysts.

Compensation & Benefits

• Salary not disclosed in the posting.
• Benefits not specified.