Cross Technology Managed Services Engineer (L3)

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The Managed Services Cross Technology Engineer (L3/4) – Network / Security is an advanced engineering role, architecting level, responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.

The primary objective of this role is to understand, design, implement, and maintain the enterprise network's defensive architecture to protect data and infrastructure from sophisticated threats. This involves acting as the highest-tier escalation point for complex security incidents and defining the strategic roadmap for firewalls, segmentation, and Zero Trust models. This role also proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution 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 high level of complexity. Ensures contracted Managed Services outcomes are delivered to the client.

This is a strategic role focusing across various technology domains such as (but not limited to) Cloud, Security, Networking, Applications and / or Collaboration.

This role may also contribute to / support on project work as and when required.

Key Responsibilities:

• 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