Infosys is a global leader in next‐generation digital services and consulting, enabling clients worldwide to navigate their digital transformation through AI‐powered, agile solutions.
Role Description
ENM Network Technical Specialist – Responsible for managing the full lifecycle of incidents, service requests, problems, and changes in a 24/7 Network Operations Center.
Location: Melbourne / Sydney
Salary: AUD 90,243–98,861 Annual Gross (indicative; subject to enhancement)
Flexible working arrangements: Hybrid; reviewed case‐by‐case. The role requires willingness to work rotating shift rosters and participate in on‐call rotations.
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.
* Serve as the primary escalation point for complex, high‐impact customer issues, providing expert technical guidance to internal teams and external stakeholders.
* Act as a trusted Technical Subject Matter Expert (SME) for enterprise customers, building strong relationships and demonstrating a thorough understanding of their network environments.
* Deliver proactive and reactive network support, anticipating potential failures and responding decisively to incidents while maintaining SLA compliance.
* Manage and prioritise a dynamic mix of BAU and non‐BAU tasks, balancing operational demands with strategic initiatives.
* Represent the team in Change Advisory Board (CAB) meetings, contributing technical expertise to change evaluation, risk assessment, and approval decisions.
* Coordinate and collaborate with third‐party vendors (Cisco, Juniper, Fortinet, etc.) to manage technical escalations and resolve hardware and software issues.
* Engage proactively with customers, communicating technical updates in a clear, professional, and empathetic manner.
* Provide technical mentorship and guidance to junior engineers.
* Assess customer IT environments to identify gaps, recommend enhancements, and propose forward‐looking solutions aligned with business objectives.
* Develop and implement strategies to enhance the performance, resilience, scalability, and maintainability of managed network environments.
* Ensure all activities align with organisational goals, enterprise architecture principles, and compliance frameworks.
* Produce and maintain high‐quality technical documentation (architecture records, design decisions, runbooks, change workflows).
* Stay current with emerging technologies, industry trends, and vendor developments, integrating new knowledge into team practices.
Qualifications
* Bachelor's or Master's degree in Computer Science, Information Technology, Telecommunications, or related field.
* Minimum of 5 years progressive experience in network and infrastructure engineering, with a demonstrated track record in enterprise‐level environments.
* At least 3 years of customer‐facing technical support experience in a NOC or similar setting.
* Australian citizenship with an active NV1 security clearance or higher.
* Hands‐on expertise in Routing, Switching, SD‐WAN, Network Security, and Infrastructure management.
* Experience with technologies from leading vendors (Cisco, Juniper, Palo Alto, Meraki, VMware, Netscaler, Fortigate, Velocloud, Solarwinds, ServiceCentral, Magpie, Splunk, Merge).
* Experience within ITSM/ITIL frameworks, including incident, problem, change, and request management.
* Knowledge of enterprise monitoring tools and ticketing systems.
* Strong understanding of SLA management and a track record of meeting or exceeding commitments.
* Ability to work rotating shift roster and on‐call arrangements.
* Excellent verbal and written communication skills, capable of explaining complex technical concepts to diverse audiences.
* Strong analytical thinking, structured problem‐solving, and attention to detail.
* Proactive, self‐motivated learning approach, staying ahead of industry developments.
* Collaborative instincts and ability to build effective working relationships.
Preferred
* Experience in a Telco or ISP environment.
* Exposure to Network Automation tools and scripting languages (Python, Ansible).
* Experience supporting Australian government or public sector environments.
* Involvement in large‐scale network transformation, migration, or modernisation projects.
* Familiarity with Cloud networking concepts (AWS, Azure, GCP).
* Industry certifications such as CCNP, JNCIP, Fortinet NSE, or ITIL Foundation.
Benefits
* Income Protection Insurance
* Paid Parental and Volunteer leaves
* Employee Assistance Program (EAP)
* Flexible working arrangements (hybrid)
* Health Insurance Discount and Well‐being Program
* Access to Fitness and Gym Memberships
* Salary packaging and novated leasing
All aspects of employment at Infosys are based on merit, competence and performance. Infosys is proud to be an equal‐opportunity employer and embraces diversity and inclusion in all its operations.
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