Networking Managed Services Engineer (L4)

Overview

Networking Managed Services Engineer (L4) responsible for keeping clients’ IT infrastructure operational through monitoring and resolving escalated incidents and problems.

What you'll do

• Manage, oversee, monitor, investigate, and resolve escalated technical incidents and problems.
• Proactively review client requests and provide resolutions within service level agreements (SLAs).
• Work independently on operational tasks while taking direction from clients and internal stakeholders.
• Document resolution work, capture relevant incident information, and share knowledge to improve client infrastructure.
• Troubleshoot and manage tickets escalated from third-line engineers, including logging and ticket documentation.
• Identify, investigate, and analyze issues before they occur and ensure smooth shift handovers.
• Contribute to optimization efforts by collaborating with automation teams on diagnostic procedures.

What you'll need

• Deep technical skills in networking functions.
• Experience with network management and monitoring tools (e.g., Pulse Secure SSL VPN, Juniper, Palo Alto, Fortinet Firewalls, Cisco Nexus, ASr/ISr routers, SecureCrT, LogicMonitor).
• Advanced Managed Services experience with ticketing tools (preferably ServiceNow) and vendor management.
• Experience across multiple large global enterprise client outsourcing projects.
• Exceptional proficiency in change management (plan, monitor, execute; identify risks and mitigation strategies).
• A bachelor’s degree in IT/Computing or an equivalent qualification.

Details

• Workplace type: Hybrid Working.
• Location: Bangalore, India.