IT Consultant - Enterprise Network Operations - Dublin, Ireland

Role – Technology Lead

Technology – Telecommunications & Enterprise Network Operations

Location – Ireland

Compensation – Competitive (including bonus)

Job Description

Today’s business landscape is dynamic and full of opportunities. At Infosys, our culture of continuous learning, innovation, and trusted client relationships empowers our people to grow, collaborate, and build what’s next.

This position is responsible for driving operational excellence for telecom and enterprise support operations by ensuring timely resolution of customer incidents, escalations, and service-impacting issues across Data, Voice, WiFi, and network services. The role encompasses ownership of major incident management, end-to-end fault resolution, service restoration, root cause analysis (RCA), and continuous service improvement initiatives. Working closely with Engineering, Operations, Sales, and Delivery teams, the successful candidate will lead the resolution of complex technical challenges, oversee change management activities, and ensure the delivery of high-quality support services. Additionally, the role requires providing technical leadership and mentoring, leveraging operational analytics to improve performance, and fostering a culture of accountability, collaboration, customer focus, and continuous improvement.

Your role

In the role of Technology Lead, you will be responsible for driving the delivery of reliable and high-quality telecom and enterprise support services by working closely with customers, business stakeholders, engineering teams, and operational support functions. Key responsibilities include, but are not limited to, providing technical leadership across incident management, fault resolution, service restoration, and escalation management for Data, Voice, WiFi, and network services.

You will play a critical role in major incident management, Root Cause Analysis (RCA), service assurance, and continuous service improvement initiatives, ensuring adherence to operational and service delivery standards. The role also involves collaborating with cross-functional teams to resolve complex technical challenges, support change management activities, and enhance overall service performance and customer experience.

Additionally, you will be expected to mentor and develop support engineers, drive knowledge-sharing initiatives, leverage operational metrics and analytics to identify improvement opportunities, and promote best practices across the organization. While the responsibilities outlined above represent the primary focus areas of the role, additional duties may be assigned as required to support business objectives, operational excellence, and customer success.

Required

Strong experience in enterprise technical support, network operations, and incident management.

In-depth knowledge of TCP/IP, DHCP, DNS, VPN, SIP, VoIP, IPv4/IPv6, Routing, Switching, LAN, WAN, and Wireless technologies.

Proven experience managing customer escalations, major incidents, and end-to-end fault resolution.

Hands-on expertise in troubleshooting and supporting network devices, including routers, switches, firewalls, and wireless infrastructure.

Strong analytical and problem-solving capabilities with experience conducting RCA and service-impact assessments.

Excellent stakeholder management and communication skills with experience supporting enterprise customers in a high-pressure environment.

Preferred

Industry certifications such as CCNA, CompTIA Network+, or equivalent networking certifications.

Experience with Cisco, Juniper, Nexus, Ruckus, Cambium, or similar enterprise networking platforms.

Knowledge of network monitoring and analysis tools such as Wireshark and related diagnostics platforms.

Experience in telecommunications, managed services, enterprise networking, or ISP environments.

Exposure to change management, service delivery governance, and continuous service improvement initiatives.

Personal

Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile. These include:

Strong leadership, mentoring, and team management skills with the ability to coach and develop technical teams.

High customer orientation with excellent customer-facing and relationship management capabilities.

Strong collaboration skills with the ability to effectively coordinate across multiple business and technical teams.

Demonstrated initiative, flexibility, ownership, and attention to quality while working in dynamic operational environments.

Excellent verbal and written communication skills, coupled with strong attention to detail and a commitment to operational excellence.

About Infosys

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, in 59 countries, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.