The Managed Services Cross Technology Engineer (L3/4) -Network / Security is an advanced engineering role, responsible for ensuring amanaged service is provided to all clients, to ensure that their ITinfrastructure and systems remain operational. This is done through proactivelymanaging, overseeing, monitoring, investigating, and resolving escalatedtechnical incidents and problems to ensure the restoration of these services tothe clients.

The primary objective of this role is to proactively reviewall client requests or tickets and apply technical process knowledge to providethe clients with almost immediate resolution without breaching service levelagreement (SLA).

The Managed Services Cross Technology Engineer (L3/4)focuses on forth line support for escalated incidents and requests with a highlevel of complexity. Ensures contracted Managed Services outcomes are deliveredto the client.

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

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

Key Responsibilities:

• 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.

Knowledge and Attributes:

• Ability to communicate and work across different cultures and social groups.
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances.
• Ability to maintain a positive outlook at work.
• Ability to work hard and put in longer hours when it is necessary.
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting.
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey.
• Excellent proficiency in change management process with an ability to plan, monitor and execute changes with clear identification of risks and mitigation plans to be captured into the change record.
• Deep technical skills in relevant functions.
• Excellent client service orientation and passion for achieving or exceeding expectations.

Academic Qualifications and Certifications:

• 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).
• Relevant certifications include (but not limited to) -
• Fortinet
• RSA
• Tenable
• Trend Micro
• F5
• 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.