Corporate Support Manager

ViewQwest is one of the fastest-growing and dynamic brands in Singapore and Malaysia’s telecommunications industry. We strive to always be better by delivering consistent and outstanding service to our customers. Not only do we believe in our products and services, but we are also passionate and proud of the work that we do.

Be part of the team that brings #BetterBroadband to everyone! Be Better, Join the Fastest!

Overview

The Corporate Support Manager is responsible for leading the technical operations teams (L1, L2, and L3 engineers) to ensure the smooth day-to-day operation of network services such as connectivity, SD-WAN, and firewall security technologies within a Managed Services Provider (MSP) or Internet Service Provider (ISP) environment. This role requires a strong operational focus, ensuring service uptime, rapid issue resolution, and continuous network improvements.

The ideal candidate will have deep technical knowledge of LAN, SD-WAN, firewalls (Palo Alto preferred), and network monitoring tools while also possessing strong leadership and operational management skills. The primary KPI for this role will be network operations performance metrics, including SLA adherence, incident resolution times, and proactive network optimizations.

Key Responsibilities

Leadership & Team Management

• Lead and manage L1, L2, and L3 engineers in day-to-day network operations, troubleshooting, and service delivery.
• Act as the primary escalation point for high-priority network incidents and complex troubleshooting.
• Conduct regular performance reviews, ensuring technical teams are aligned with operational goals and KPIs.
• Develop and implement training programs to continuously enhance the skillset of network engineers.

Network & Security Operations

• Ensure optimal performance and uptime of LAN, SD-WAN, and firewall infrastructure.
• Oversee network monitoring, proactive issue detection, and preventive maintenance activities.
• Work closely with L3 engineers and security teams to manage firewall rule optimizations, IPS/IDS tuning, and network segmentation.
• Implement network capacity planning and performance optimization strategies.

Incident & Problem Management

• Own the incident response process, ensuring timely investigation, resolution, and escalation of network outages and degradations.
• Perform Root Cause Analysis (RCA) for recurring network and security issues, implementing corrective measures.
• Ensure L1 and L2 teams follow structured troubleshooting methodologies to reduce unnecessary escalations.

SLA Management & Service Quality

• Maintain strict compliance with SLAs, ensuring incident response times, resolution times, and uptime guarantees are met.
• Work with tools and monitoring teams to refine alerting, event correlation, and automation to improve response efficiency.
• Generate weekly and monthly performance reports for internal stakeholders and customers, detailing service performance and improvements.

Change & Risk Management

• Collaborate with the Change Manager and CAB to ensure all network changes are well-planned, risk-assessed, and executed with minimal disruption.
• Ensure the network operations team follows ITIL-based change management processes, minimizing operational risks.

Network Automation & Efficiency Improvements

• Partner with Tools & Monitoring teams to implement automation for network monitoring, alerting, and self-healing workflows.
• Work with L3 engineers to introduce infrastructure-as-code (IaC) methodologies for streamlined network management.

Required Skills & Experience

Technical Proficiency

• Extensive hands-on experience with network technologies, including LAN, VLANs, BGP, OSPF, MPLS, and SD-WAN.
• Strong expertise in firewall security (Palo Alto preferred), VPNs, and intrusion prevention (IPS/IDS) technologies.
• Proficiency in network troubleshooting tools (e.g., Wireshark, TCPdump, packet capture tools).
• Familiarity with network monitoring & management platforms (Zabbix, SolarWinds, NetBox, ELK Stack).
• Knowledge of network automation & scripting (Python, Ansible, Terraform) is a plus.

Operational & Process Management

• Proven ability to manage technical teams in a network operations or MSP environment.
• Deep understanding of ITIL processes, particularly incident management, problem management, and change management.
• Experience with SLA management and KPI tracking for network operations.
• Strong documentation skills, ensuring network diagrams, runbooks, and SOPs are updated regularly.
• Experience working on Jira and Jira Service Management for IT Operations is a plus.

Soft Skills

• Leadership & mentorship skills, with experience managing diverse technical teams.
• Strong stakeholder management, working closely with customers, internal leadership, and service teams.
• Ability to analyze risks and communicate technical concepts to non-technical stakeholders.
• Strong problem-solving mindset, ensuring proactive mitigation of network risks and issues.

Qualifications & Certifications (Preferred but Not Required)

• CCNP, CCIE, or equivalent networking certification (Preferred)
• Palo Alto PCNSA/PCNSE Certification (Bonus)
• HCIP for Huawei SD-WAN environments (Bonus)

ViewQwest is one of the fastest-growing and dynamic brands in Singapore and Malaysia’s telecommunications industry. We strive to always be better by delivering consistent and outstanding service to our customers. Not only do we believe in our products and services, but we are also passionate and proud of the work that we do.

Be part of the team that brings #BetterBroadband to everyone! Be Better, Join the Fastest!

Overview

The Corporate Support Manager is responsible for leading the technical operations teams (L1, L2, and L3 engineers) to ensure the smooth day-to-day operation of network services such as connectivity, SD-WAN, and firewall security technologies within a Managed Services Provider (MSP) or Internet Service Provider (ISP) environment. This role requires a strong operational focus, ensuring service uptime, rapid issue resolution, and continuous network improvements.

The ideal candidate will have deep technical knowledge of LAN, SD-WAN, firewalls (Palo Alto preferred), and network monitoring tools while also possessing strong leadership and operational management skills. The primary KPI for this role will be network operations performance metrics, including SLA adherence, incident resolution times, and proactive network optimizations.

Key Responsibilities

Leadership & Team Management

• Lead and manage L1, L2, and L3 engineers in day-to-day network operations, troubleshooting, and service delivery.
• Act as the primary escalation point for high-priority network incidents and complex troubleshooting.
• Conduct regular performance reviews, ensuring technical teams are aligned with operational goals and KPIs.
• Develop and implement training programs to continuously enhance the skillset of network engineers.

Network & Security Operations

• Ensure optimal performance and uptime of LAN, SD-WAN, and firewall infrastructure.
• Oversee network monitoring, proactive issue detection, and preventive maintenance activities.
• Work closely with L3 engineers and security teams to manage firewall rule optimizations, IPS/IDS tuning, and network segmentation.
• Implement network capacity planning and performance optimization strategies.

Incident & Problem Management

• Own the incident response process, ensuring timely investigation, resolution, and escalation of network outages and degradations.
• Perform Root Cause Analysis (RCA) for recurring network and security issues, implementing corrective measures.
• Ensure L1 and L2 teams follow structured troubleshooting methodologies to reduce unnecessary escalations.

SLA Management & Service Quality

• Maintain strict compliance with SLAs, ensuring incident response times, resolution times, and uptime guarantees are met.
• Work with tools and monitoring teams to refine alerting, event correlation, and automation to improve response efficiency.
• Generate weekly and monthly performance reports for internal stakeholders and customers, detailing service performance and improvements.

Change & Risk Management

• Collaborate with the Change Manager and CAB to ensure all network changes are well-planned, risk-assessed, and executed with minimal disruption.
• Ensure the network operations team follows ITIL-based change management processes, minimizing operational risks.

Network Automation & Efficiency Improvements

• Partner with Tools & Monitoring teams to implement automation for network monitoring, alerting, and self-healing workflows.
• Work with L3 engineers to introduce infrastructure-as-code (IaC) methodologies for streamlined network management.

Required Skills & Experience

Technical Proficiency

• Extensive hands-on experience with network technologies, including LAN, VLANs, BGP, OSPF, MPLS, and SD-WAN.
• Strong expertise in firewall security (Palo Alto preferred), VPNs, and intrusion prevention (IPS/IDS) technologies.
• Proficiency in network troubleshooting tools (e.g., Wireshark, TCPdump, packet capture tools).
• Familiarity with network monitoring & management platforms (Zabbix, SolarWinds, NetBox, ELK Stack).
• Knowledge of network automation & scripting (Python, Ansible, Terraform) is a plus.

Operational & Process Management

• Proven ability to manage technical teams in a network operations or MSP environment.
• Deep understanding of ITIL processes, particularly incident management, problem management, and change management.
• Experience with SLA management and KPI tracking for network operations.
• Strong documentation skills, ensuring network diagrams, runbooks, and SOPs are updated regularly.
• Experience working on Jira and Jira Service Management for IT Operations is a plus.

Soft Skills

• Leadership & mentorship skills, with experience managing diverse technical teams.
• Strong stakeholder management, working closely with customers, internal leadership, and service teams.
• Ability to analyze risks and communicate technical concepts to non-technical stakeholders.
• Strong problem-solving mindset, ensuring proactive mitigation of network risks and issues.

Qualifications & Certifications (Preferred but Not Required)

• CCNP, CCIE, or equivalent networking certification (Preferred)
• Palo Alto PCNSA/PCNSE Certification (Bonus)
• HCIP for Huawei SD-WAN environments (Bonus)