Overview

We are seeking an experienced Senior Network Security Engineer to provide technical leadership, operational support, and service excellence across managed network and security environments. This role requires a highly customer-focused professional who can take ownership of complex incidents, drive continual service improvements, and ensure the delivery of high-quality network and security services in line with agreed service levels.

Key Responsibilities

Technical Leadership & Service Delivery

• Provide day-to-day technical leadership, guidance, and support across managed network and security environments.
• Drive continual service improvement initiatives, including the development and enhancement of processes and procedures.
• Ensure managed services consistently meet or exceed agreed service delivery standards and customer expectations.
• Act as a senior technical advisor for operational and strategic initiatives.

Incident, Problem & Change Management

• Manage incidents, service requests, and problem tickets in accordance with contracted Service Level Agreements (SLAs).
• Serve as a Level 3 escalation point for complex technical issues and critical incidents.
• Lead technical response activities during major incidents, coordinating resolution efforts and stakeholder communications.
• Drive proactive problem management activities to identify root causes and prevent recurring issues.
• Participate in after-hours on-call support for priority and critical incidents.

Customer & Stakeholder Management

• Build and maintain strong working relationships with clients and their ICT teams.
• Provide regular operational updates and communications to assigned customer accounts.
• Demonstrate strong ownership, accountability, and a proactive approach to issue resolution.
• Collaborate effectively with internal technical teams and business stakeholders to ensure seamless service delivery.

Preventative Maintenance & Service Improvement

• Own and manage preventative maintenance activities across assigned environments.
• Monitor infrastructure health and recommend improvements to enhance performance, availability, and security.
• Prepare operational reports and present service performance metrics during customer review meetings.
• Identify opportunities for automation, optimization, and operational efficiencies.

Knowledge Management

• Maintain accurate technical documentation, operational procedures, and knowledge base articles.
• Ensure ongoing development and maintenance of knowledge management practices.
• Contribute to knowledge sharing and mentoring within the technical team.

Required Skills & Experience

• Extensive experience in network engineering, network security, or managed services environments.
• Strong expertise in enterprise networking and security technologies.
• Experience managing and resolving complex network and security incidents.
• Proven ability to act as a senior escalation point and technical lead during critical incidents.
• Strong customer-facing communication and stakeholder management skills.
• Experience working within ITIL-based service management frameworks.

Certifications (Essential)

Candidates must hold current industry certifications in two or more of the following areas:

• Aruba Wireless Certifications
• Palo Alto Networks Certifications (PCNSE preferred)
• ITIL Certification (Essential)