The Managed Services Cross Technology Engineer (L3/4) –Network / Security is an advanced engineering role, architecting level, responsiblefor ensuring a managed service is provided to all clients, to ensure that theirIT infrastructure and systems remain operational. This is done throughproactively managing, overseeing, monitoring, investigating, and resolvingescalated technical incidents and problems to ensure the restoration of theseservices to the clients.
The primary objective of this role is to understand, design,implement, and maintain the enterprise network's defensive architecture toprotect data and infrastructure from sophisticated threats. This involvesacting as the highest-tier escalation point for complex security incidents anddefining the strategic roadmap for firewalls, segmentation, and Zero Trustmodels. This role also proactively review all client requests or tickets andapply technical process knowledge to provide the clients with almost immediateresolution without breaching service level agreement (SLA).
The Managed Services Cross Technology Engineer (L3/4)focuses on forth line support for escalated incidents and requests with a highlevel of complexity. Ensures contracted Managed Services outcomes are deliveredto the client.
This is a strategic role focusing across various technologydomains such as (but not limited to) Cloud, Security, Networking, Applicationsand / or Collaboration.
This role may also contribute to / support on project workas and when required.
Key Responsibilities:
· Define andLead Network Security Strategy: Understand, architect, design, and champion theoverall network security posture and roadmap for the entire organization(on-premise, cloud, hybrid).
· L3/L4Incident Management & Root Cause Analysis: Act as the highest-tierescalation point for complex and critical network security incidents andfailures, driving resolution and preventative measures.
· SecurityInfrastructure Management: Design, deploy, and manage core network securitycomponents, including next-generation Firewalls (NGFW), IDS/IPS, LoadBalancers, VPN concentrators, and network access control (NAC) systems.
· PolicyDevelopment and Review: Establish and enforce comprehensive security policies,standards, and baselines across all network devices and segmentation zones.
· CloudNetwork Security Architecture: Design secure networking patterns for cloudenvironments (e.g., AWS VPCs, Azure VNet security groups, Transit Gateways)integrated with on-premise solutions.
· DisasterRecovery (DR) and Business Continuity: Develop and regularly test networksecurity components of the DR and Business Continuity plans.
· TechnologyEvaluation: Evaluate and recommend new security technologies and tools (e.g.,SASE, Zero Trust Network Architecture) to improve the organization's defensivecapabilities.
· Mentorshipand Documentation: Create high-quality documentation (HLD/LLD) and mentorjunior engineers on security best practices and advanced troubleshootingtechniques.
- Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
- Timely and consistent updates of tickets with resolution tasks performed.
- Proactively identifies, investigates, analyses issues and errors prior to or when they occur and log all such incidents in a timely manner.
- Captures all required and relevant information for immediate resolution.
- Provides forth level support to all escalated incidents, requests and identify the root cause of incidents and problems, respond to tickets where third line engineer teams were unable to fix the problem.
- Shares such knowledge, to resolve issues, document them, and push the knowledge down to other engineers.
- Communicates with other teams and clients for extending support. Acts as emergency support contact as needed, for critical client and business-impacting issues.
- Supports, tracks, and documents change implementation.
- Provides timely escalation of all tickets to management with ensuing updates, where applicable.
- Proactively identifies, contributes, implements and works with automation teams for effort optimization and automating routine tasks.
- Systematically gathers relevant information and applies technical knowledge to analyze and uses highly technical troubleshooting tools and content and analytical practices.
- Uses operational and diagnostic procedures to resolve escalated tickers in unique and complex client environments.
- Coaches L1, L2, and L3 teams offering technical expertise and pushing work down to other engineering teams.
- Performs quality audits, covering process, service experience, ticket updates, etc. as required.
- May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
- May work on implementing and delivering disaster recovery functions and tests.
- Performs any other related task as required.
Knowledge and Attributes:
- Ability to communicate and work across different cultures and social groups.
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
- Ability to maintain a positive outlook at work.
- Ability to work well in a pressurized environment.
- Ability to work hard and put in longer hours when it is necessary.
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
- Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
- Deep technical skills in relevant functions.
- Excellent client service orientation and passion for achieving or exceeding expectations.
Academic Qualifications and Certifications and tools:
- Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience).
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role).
- Relevant certifications include (but not limited to) -
· Fortinet
· RSA
· Tenable
· Trend Micro
· F5
· CCIE, CCNP in Security or PCNSE certification orFirewall Vendor related certification is good to have along with advancedtechnical certification such as CCIE, CISSP.
· Firewalls:Expert-level management of Cisco or FortiGate.
· Zero TrustArchitecture (ZTA) / SASE
· Segmentation:Micro-segmentation and logical network segmentation (VLANs, VRFs).
· CloudNetwork Security: AWS/Azure/GCP network security controls (VPC, SecurityGroups, NSGs).
· NAC: CiscoISE or similar Network Access Control systems.
· IDS/IPS& WAF (Web Application Firewalls, e.g., F5, Cloudflare).
· Automation:Basic scripting skills in Python and use of Ansible for security configuration.
· SIEM:Familiarity with Splunk or Microsoft Sentinel for log analysis.
Packet Analysis: Expert troubleshooting usingWireshark or tcpdump
