Cross Technology Managed Services Engineer (L3)

• Define and Lead Network Security Strategy: Understand, architect, design, and champion the overall network security posture and roadmap for the entire organization (on-premise, cloud, hybrid)
• L3/L4 Incident Management & Root Cause Analysis: Act as the highest-tier escalation point for complex and critical network security incidents and failures, driving resolution and preventative measures
• Security Infrastructure Management: Design, deploy, and manage core network security components, including next-generation Firewalls (NGFW), IDS/IPS, Load Balancers, VPN concentrators, and network access control (NAC) systems
• Policy Development and Review: Establish and enforce comprehensive security policies, standards, and baselines across all network devices and segmentation zones
• Cloud Network Security Architecture: Design secure networking patterns for cloud environments (e.g., AWS VPCs, Azure VNet security groups, Transit Gateways) integrated with on-premise solutions
• Disaster Recovery (DR) and Business Continuity: Develop and regularly test network security components of the DR and Business Continuity plans
• Technology Evaluation: Evaluate and recommend new security technologies and tools (e.g., SASE, Zero Trust Network Architecture) to improve the organization's defensive capabilities
• Mentorship and Documentation: Create high-quality documentation (HLD/LLD) and mentor junior engineers on security best practices and advanced troubleshooting techniques
• 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

• 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)
• Expert-level management of Cisco or FortiGate
• Zero Trust Architecture (ZTA) / SASE
• Segmentation: Micro-segmentation and logical network segmentation (VLANs, VRFs)
• Cloud Network Security: AWS/Azure/GCP network security controls (VPC, Security Groups, NSGs)
• NAC: Cisco ISE 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 using Wireshark or tcpdump

CCIE, CCNP in Security or PCNSE certification or Firewall Vendor related certification is good to have along with advanced technical certification such as CCIE, CISSP