Operations Support Engineer (Linux)

Switch Communications is hiring Operations Support Engineer (Linux)

📍 Location: Islamabad | Onsite

𝐀𝐛𝐨𝐮𝐭 𝐭𝐡𝐞 𝐑𝐨𝐥𝐞:

A junior, production-facing role within a DevOps team at Switch Communications. The Operations Support Engineer continuously monitors live services across all telecom networks and is the first point of contact for customer-facing service issues — ensuring alerts and tickets are handled with urgency and accuracy, and escalating to the responsible DevOps Engineer the moment degradation is detected.

𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:

• Monitor live service health dashboards (Grafana, Nagios, SolarWinds) across all assigned services during shift hours

• Identify, acknowledge, and escalate P1/P2/P3 alerts per the E2E Service Ownership Policy, with a clear description of the issue and observed behaviour

• Track alerts through the incident lifecycle, keeping the ticketing system updated until closure

• Receive, log, triage, and classify all inbound customer/internal tickets by priority and service before assigning or escalating

• Maintain ticket hygiene — accurate status, owner, and next action at all times — and follow up with customers until resolution and closure

• Support the DevOps Engineer during active incidents by gathering logs, capturing screenshots, and documenting the timeline in real time

• Prepare first-level incident summaries and maintain an incident log (alert, escalation, response, and resolution times) for P1/P2 events

• Prepare daily shift reports and contribute to weekly/monthly operations reports for the Team Lead

Requirements:

• Bachelor's degree in Computer Science, IT, Telecommunications, Software Engineering, or related field

• 1 year in operations support, NOC, IT helpdesk, or monitoring (strong fresh graduates encouraged)

• Basic Linux/Windows troubleshooting and networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN)

• Basic experience with Office 365 and ticketing/service management systems

• Ability to read logs and spot anomalies at a first-level triage level

• Strong written/verbal communication 

• Disciplined documentation habits and ability to work accurately under pressure across multiple open issues

• Willingness to work flexible hours and join on-call rotation when required

Preferred

• Exposure to Grafana, Nagios, or SolarWinds NMS, and ITSM tools like Zammad or Jira

• Understanding of ITIL fundamentals, SLA/SLO concepts, and incident management processes

• Academic or practical exposure to telecom VAS, OSS/BSS, or high-availability production systems

📩 To apply: Send your resume to careers@switch.com.pk with the subject line "Operations Support Engineer (Linux)"