Description

• Provide 24/7 monitoring and support for global network infrastructure (routers, switches, firewalls, VPNs, wireless, proxies).
• Act as escalation point for L1/service desk; own incidents through resolution with clear client communication.
• Manage tickets within SLA, coordinate vendor/carrier escalations, and produce operational reporting.
• Lead root-cause analysis and post-incident reviews to drive permanent fixes.
• Participate in on-call rotation (weekends/holidays).

Client Onboarding & Delivery

• Design and deploy LAN/WAN, VPN, wireless, and firewall solutions into a managed cloud platform.
• Support hybrid environments across AWS and Azure.
• Manage VPNs (IPsec/GRE, remote access) and firewall changes via structured change control.
• Collaborate globally (US, UK, EMEA, APAC) in a follow-the-sun model.
• Align with account and engineering teams to support client strategy and delivery.

Security & Compliance

• Maintain compliance with frameworks (SOC 2, ISO 27001, NIST, financial regulatory standards).
• Partner with cybersecurity teams on firewall policies, vulnerabilities, and remediation.
• Support audits and due diligence requests with evidence and documentation.
• Contribute to capacity planning and identify architectural risks.

Automation & Improvement

• Build monitoring, alerting, dashboards, and runbooks to improve observability.
• Automate repetitive network tasks and standardize processes.
• Maintain accurate network documentation (L1–L3 diagrams, configs, IP plans).
• Feed incident learnings into continuous improvement efforts.

Cross-Regional Collaboration

• Work across global teams to ensure consistent operations and delivery.
• Support client engagements, onboarding, and new business initiatives.
• Contribute to proposals, renewals, and identify upsell opportunities.

Experience & Skills

• Background in MSP or multi-tenant environments with strict SLAs.
• Strong networking fundamentals (TCP/IP, VLANs, routing, NAT, ACLs).
• Hands-on with Fortinet, Cisco Meraki (preferred), and VPN technologies.
• Familiarity with Azure/AWS networking, virtualization (VMware), and monitoring tools.
• Experience with ITIL processes and ticketing systems (e.g., Jira).

Certifications (Preferred)

• CCNA/CCNP, Fortinet NSE, or equivalent.
• Azure (AZ-700) or AWS networking certifications.
• ITIL Foundation.

Profile

• Strong communicator, proactive, detail-oriented, and calm under pressure.
• Client-focused with experience supporting financial services environments preferred.

Core Environment

• Cloud: Azure, AWS
• Networking: Fortinet, Cisco Meraki, SD-WAN
• Infrastructure: Windows Server, VMware, Citrix
• Security: SentinelOne, SIEM, Mimecast
• Monitoring: Zabbix, PRTG, Azure Monitor
• Collaboration: Microsoft 365, Teams, Jira, Confluence

Key Skills

Education

Bachelor's degree