WIFI Operations Engineer

Role summary
We are seeking a Wi-Fi Operations Engineer to deliver a “follow the sun” operational support model for the Client’s global enterprise Wi-Fi environment. You will ensure the availability, performance, security, and optimal user experience of the wireless estate through proactive monitoring, rapid incident response, and continuous performance tuning. The role works as part of a globally distributed team, handing over seamlessly between regions to provide 24x7 coverage.

Key responsibilities

Network monitoring

• Monitor the global Wi-Fi infrastructure (controllers, access points, and associated services such as RADIUS, DHCP, and DNS) 24x7 using the Client’s monitoring and cloud management platforms
• Track key health indicators including AP availability, client connectivity, RF conditions, authentication success rates, and WAN/uplink status
• Configure and tune alerts and thresholds to reduce noise and enable early detection of issues
• Identify security events on the wireless network, such as rogue APs and anomalous client behavior, and escalate per defined procedures

Incident management

• Triage, diagnose, and resolve wireless incidents and service requests within agreed SLAs
• Perform root cause analysis on coverage, roaming, interference, authentication, and throughput issues
• Escalate to Level 3 engineering, vendors, or the Client’s network and security teams as required, and track issues through to closure
• Follow ITIL-aligned incident, problem, and change processes, maintaining accurate records in the ITSM tool
• Provide clear communication to stakeholders during major incidents, including updates and post-incident reports

Performance optimization

• Analyze performance trends and user experience data to identify capacity, coverage, and configuration improvements
• Recommend and implement RF optimizations such as channel and power adjustments, band steering, and load balancing
• Support firmware and software upgrades, patching, and configuration standardization across regions
• Produce regular service reports covering availability, SLA performance, incident trends, and improvement recommendations

Follow-the-sun operations

• Conduct structured shift handovers, documenting open incidents, ongoing changes, and risks
• Maintain runbooks, knowledge articles, and operational documentation
• Collaborate with regional teams to ensure consistent service quality across time zones

Required qualifications

• 3+ years of experience supporting enterprise Wi-Fi in an operations or NOC environment
• Solid understanding of 802.11 standards (Wi-Fi 5/6/6E) and RF fundamentals
• Hands-on experience with at least one major platform (Cisco, Aruba, Juniper Mist, Ruckus, or similar)
• Working knowledge of TCP/IP, VLANs, DHCP/DNS, 802.1X/RADIUS, and WPA2/WPA3
• Experience with monitoring tools and ITSM platforms (e.g., ServiceNow)
• Strong troubleshooting, communication, and documentation skills
• Willingness to work rotating shifts as part of a global support model

Preferred qualifications

• CWNA, CCNA/CCNP, ACMA/ACMP, or equivalent vendor certifications
• ITIL Foundation certification
• Experience with wireless analytics and user experience tools (e.g., Mist AI, Aruba Central, Cisco Catalyst Center)
• Scripting or automation skills (Python, APIs) for reporting and repetitive tasks

Key performance indicators

• Network availability and SLA compliance
• Mean time to detect (MTTD) and mean time to resolve (MTTR)
• First-time fix rate and escalation accuracy
• Quality of handovers and documentation
• User experience and satisfaction scores