Networking Managed Services Engineer

• Ensure our clients' IT infrastructure and systems remain operational by managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems
• Proactively review client requests, applying your technical process knowledge to provide nearly immediate and permanent resolutions within our service level agreements (SLAs)
• Work independently, with direction from clients, stakeholders, team leads, or senior managers, to perform operational tasks and resolve escalated incidents and requests in a timely manner
• Support clients on highly technical or complex issues, documenting resolution tasks, providing inputs for improving client infrastructure and sharing knowledge to empower other engineering teams
• Actively identify, investigate, and analyse issues before they occur, ensuring all incidents are logged and relevant information is captured for immediate resolution
• Provide high-level support for escalated incidents, troubleshoot, and manage tickets passed on from third-line engineers while documenting and sharing solutions
• Interact with teams and clients to extend support and act as an emergency contact for critical issues
• During shift handovers, highlight any key escalated open tickets and upcoming operational tasks, ensuring a seamless transition and continuous support
• Contribute to optimization efforts by working with automation teams and developing diagnostic procedures for unique and complex client environments
• Coach Service desk and Operations Center teams, guiding and offering technical expertise

• Deep technical skills in relevant networking functions and experience with various network management and monitoring tools (e.g., Pulse Secure SSL VPN, Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus switches, ASr/ISr routers, SecureCrT, LogicMonitor)
• Advanced Managed Services experience with a solid track record in ticketing tools (preferably ServiceNow) and vendor management
• Experience working on multiple large global enterprise client outsourcing projects
• Exceptional proficiency in change management processes with the ability to plan, monitor and execute changes while identifying risks and mitigation strategies
• Strong client service orientation and a passion for exceeding expectations
• Excellent written and verbal communication skills to work effectively across cultures and social groups
• Ability to maintain a positive outlook while working in a pressurized environment and adaptability to changing circumstances
• Proven ability to work independently and collaboratively, often requiring long hours to meet urgent needs
• Active listening skills to understand client requirements and create a positive client experience throughout their journey
• A bachelor's degree in IT/Computing or an equivalent qualification

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