Cloud and EDN Service Officer at Inbox… · Islamabad

Inbox Business Technologies is looking for a Cloud and EDN Engineer, who is responsible for monitoring, maintaining, and optimizing cloud and enterprise data network (EDN) services to ensure high availability, performance, and security. This role involves supporting the deployment, configuration, and administration of cloud platforms and enterprise networking solutions, as well as troubleshooting service issues within defined SLAs. The engineer will collaborate with cross-functional teams, customers, and vendors to deliver efficient and reliable cloud and network operations.

Responsibilities

• Monitor cloud infrastructure, EDN, network connectivity, and related services to ensure availability and performance.
• Troubleshoot and resolve issues related to Cloud, VPN, MPLS, Internet, SD-WAN, and enterprise network connectivity.
• Manage incidents and service requests within defined SLA/OLA targets.
• Coordinate with NOC, SOC, Cloud, Network, IT Support, and vendor teams to investigate and resolve technical issues.
• Monitor service availability, bandwidth utilization, latency, network performance, and outages.
• Identify recurring issues and escalate complex incidents to Level 2 (L2) and Level 3 (L3) support teams when required.
• Track incidents through to resolution and keep relevant stakeholders informed of progress.
• Maintain accurate incident records, operational documentation, service reports, and troubleshooting logs.
• Support cloud infrastructure operations, including virtual machines (VMs), storage, networking, backup, and connectivity.
• Participate in root cause analysis (RCA) to identify underlying issues and recommend corrective and preventive actions.
• Support change management activities, scheduled maintenance, and service improvement initiatives.
• Coordinate with vendors and service providers to resolve connectivity and infrastructure-related issues.
• Follow operational procedures, escalation matrices, security guidelines, and service management standards.
• Contribute to continuous improvement in service availability, operational efficiency, and customer satisfaction.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Computer Engineering, or a related field.
• 1 to 2 years relevant experience in cloud operations, network operations, NOC, technical support, or IT service management.
• Basic to intermediate knowledge of networking concepts, including TCP/IP, routing, switching, DNS, and DHCP.
• Understanding of VPN, MPLS, Internet connectivity, and SD-WAN technologies.
• Familiarity with cloud infrastructure concepts, including virtual machines, storage, networking, backup, and connectivity.
• Experience with incident management, ticketing systems, and SLA-based service delivery.
• Ability to monitor service performance, troubleshoot technical issues, and escalate incidents appropriately.
• Proficiency in preparing operational reports and maintaining technical documentation.

Preferred Skills

• Familiarity with cloud platforms such as Microsoft Azure, AWS, or other enterprise cloud environments.
• Knowledge of network monitoring tools and service availability dashboards.
• Understanding of ITIL principles and incident, problem, and change management processes.
• Relevant certifications such as CCNA, Network+, ITIL Foundation, or cloud certifications would be an advantage.

Equal Opportunity & Inclusion

We are proud to be an equal opportunity employer. All qualified applicants will receive fair consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, national origin, age, disability, or marital/family status, or any other legally protected status.

At Inbox Business Technologies Limited, we celebrate diversity and strive to create an inclusive space where every team member is valued. We encourage Persons with Disabilities (PWDs) to apply for roles aligned with their skills and experience. We are committed to ensuring fair consideration throughout the recruitment process and promoting an inclusive workplace where everyone has the opportunity to contribute and grow. We also encourage applicants from underrepresented backgrounds to apply and contribute their unique ideas, experiences, and voices to a company that believes in equality and embraces new ways of thinking.