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Role Description: ENM Network Technical Specialist Location: Melbourne / Sydney Salary: AUD 90,243- 98,861 Annual Gross Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes
Flexible working arrangements (hybrid, reviewed case-by-case basis). Feel free to connect with your recruiter to learn more about how this works in practice. Work Arrangement: This role operates within a 24/7 NOC environment. Candidates must be willing and able to work rotating shift rosters and participate in an on-call roster as required.
Roles and Responsibilities: - Own the full lifecycle of incidents, service requests, problems, and changes-including normal, planned, and emergency changes-from initiation through to resolution and closure. This includes taking accountability for high-priority and high-severity events with a sense of urgency and precision.
• Serve as the primary escalation point for complex, high-impact customer issues, providing expert level technical guidance to both internal teams and external stakeholders to drive swift and effective resolutions.
• Act as a trusted Technical Subject Matter Expert (SME) for enterprise customers, building strong relationships and demonstrating a thorough understanding of their network environments, business priorities, and service expectations.
• Deliver proactive and reactive network support, anticipating potential failures before they impact customers and responding decisively when incidents arise-always with a focus on maintaining SLA compliance and service continuity.
• Manage and prioritise a dynamic mix of BAU (Business as Usual) and Non-BAU tasks on a daily basis, balancing operational demands with strategic initiatives without compromising quality or timelines.
• Represent the team in Change Advisory Board (CAB) meetings, contributing technical expertise to change evaluation, risk assessment, and approval decisions to safeguard network stability.
• Coordinate and collaborate with third-party vendors-including Cisco, Juniper, Fortinet, and others- to manage technical escalations, track open cases, and ensure timely resolution of hardware and software issues.
• Engage proactively with customers across both voice and digital channels, communicating technical updates in a clear, professional, and empathetic manner that reinforces trust and confidence in Infosys's services.
• Provide technical mentorship and day-to-day guidance to junior engineers, contributing to team capability development and fostering a culture of continuous improvement and knowledge sharing.
• Assess customer IT environments to identify gaps, recommend enhancements, and propose forward looking solutions that support their business objectives and long-term technology roadmap.
• Develop and implement strategies to enhance the performance, resilience, scalability, and maintainability of managed network environments.
• Ensure all project and operational activities are aligned with organisational goals, enterprise architecture principles, and relevant compliance and governance frameworks.
• Produce and maintain high-quality technical documentation, including architecture records, design decisions, runbooks, and change workflows, in accordance with industry standards.
• Stay current with emerging technologies, industry trends, and vendor developments, proactively integrating new knowledge into team practices and customer engagements.
Essential: • Bachelor's or Master's degree in Computer Science, Information Technology, Telecommunications, or a related discipline.
• A minimum of 5 years of progressive experience in network and infrastructure engineering, with a demonstrated track record in enterprise-level environments.
• At least 3 years of experience in customer-facing technical support roles, preferably within a NOC, managed services, or similar operational setting.
• Solid hands-on expertise across core networking disciplines including Routing, Switching, SD-WAN, Network Security, and Infrastructure management.
• Proven experience with technologies from leading vendors including Cisco, Juniper, Palo Alto, Meraki, VMware, Netscaler, Fortigate, Velocloud, Solarwinds, ServiceCentral, Magpie, Splunk, and Merge.
• Demonstrated experience working within ITSM/ITIL frameworks, including incident, problem, change, and request management processes.
• Hands-on experience with enterprise monitoring tools and ticketing systems, with the ability to interpret alerts, trends, and data to drive proactive action.
• Strong understanding of SLA management principles and a consistent track record of meeting or exceeding customer service commitments.
• Ability to participate in a 24/7 rotating shift roster and on-call arrangements in support of continuous NOC operations.
• Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts clearly to both technical and non-technical audiences.
• High attention to detail, strong analytical thinking, and structured problem-solving capabilities under pressure.
• A proactive, self-motivated approach to learning, with an appetite for staying ahead of emerging industry developments and vendor capabilities.
• Strong collaborative instincts and the ability to build effective working relationships across technical teams, customers, and senior stakeholders.
• Excellent customer-facing skills, with a professional, empathetic, and solutions-oriented approach to every interaction.
• Superior written and verbal communication skills, enabling clear and effective engagement across all levels of the organisation.
• Exceptional attention to detail and analytical rigour, with a disciplined approach to problem-solving and decision-making.
Preferred: • Prior experience in a Telco or ISP environment is highly regarded and will be considered a significant advantage.
• Exposure to Network Automation tools and scripting languages (e.g., Python, Ansible) to support operational efficiency and reduce manual toil.
• Experience working in or supporting Australian government or public sector environments, including familiarity with relevant security and compliance frameworks.
• Demonstrated involvement in large-scale network transformation, migration, or modernisation projects within enterprise settings.
• Familiarity with Cloud networking concepts and integration patterns across platforms such as AWS, Azure, or GCP.
• Relevant industry certifications such as CCNP, JNCIP, Fortinet NSE, or ITIL Foundation are highly desirable.
ADDITIONAL Excellent customer-facing skills Excellent written and verbal communication skills Strong attention to detail and outstanding analytical and problem-solving skills. In addition to compensation aligned with your role, you'll have access to a wide range of benefits that support your health, career growth, and overall well-being (AU) - Income Protection Insurance
- Paid Parental and Volunteer leaves
- Employee Assistance Program (EAP)
- Flexible working arrangements (hybrid, reviewed case-by-case basis)
- Health Insurance Discount and Well-being Program
- Access to Fitness and Gym Memberships
- Salary packaging and novated leasing
Our
recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.
Hear from our recruiter on their experience working with Infosys as an Employer
At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infy_REC_Helpdesk@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."
