About this role
<p><strong>Senior Network Engineer | WFH | Dayshift</strong></p> <p> </p> <p><strong>Role Summary:</strong></p> <p><br>A senior-level network engineer responsible for providing <strong>Level 3 (L3)</strong> support for a large, multi-country hospitality client under a <strong>24x7 Application Management Services (AMS) delivery model</strong>. The L3 Network Engineer ensures high network availability, performance, and security across <strong>enterprise LAN/WAN/WLAN</strong> environments and <strong>cloud-connected networks</strong>. This role serves as the final escalation point for complex network issues, leading <strong>advanced troubleshooting</strong>, driving <strong>continuous improvements</strong>, and collaborating with global teams to maintain a <strong>robust, reliable network</strong> supporting critical hotel operations worldwide.</p> <p> </p> <p><strong>Key Responsibilities:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Advanced Incident Management & Troubleshooting:</strong> Serve as the <strong>final escalation point</strong> for complex network incidents (including Major Incidents), leading rapid diagnosis and resolution within <strong>agreed SLAs</strong> to minimize downtime and business impact.</p> </li> <li style="list-style-type:disc"> <p><strong>Problem & Root Cause Analysis:</strong> Perform thorough <strong>root cause analyses</strong> for recurrent or high-severity network issues; implement <strong>permanent fixes</strong> and preventive measures to improve network stability and reduce future incidents.</p> </li> <li style="list-style-type:disc"> <p><strong>Change Implementation:</strong> Plan and <strong>implement complex network changes</strong> (configuration updates, upgrades, patch deployments) in alignment with <strong>ITIL change management processes</strong>, minimizing risk and ensuring compliance with <strong>security and operational standards</strong>.</p> </li> <li style="list-style-type:disc"> <p><strong>Network Operations & Maintenance:</strong> <strong>Monitor and maintain</strong> enterprise network infrastructure (LAN, WAN, Wi-Fi, data center networking, cloud connectivity) to ensure <strong>optimal performance, security, and availability</strong>. Oversee backup/restore processes for network device configurations and maintain network documentation.</p> </li> <li style="list-style-type:disc"> <p><strong>Multi-Vendor Environment Support:</strong> Manage and troubleshoot <strong>multi-vendor network devices</strong> (routers, switches, firewalls, load balancers, SD-WAN devices, etc.), leveraging expertise in technologies from major vendors (e.g., <strong>Cisco, Juniper, Fortinet, Palo Alto, F5</strong>) to resolve diverse network issues.</p> </li> <li style="list-style-type:disc"> <p><strong>Collaboration & Knowledge Transfer:</strong> Work closely with <strong>L1/L2 network support teams</strong>, providing technical guidance, mentorship, and knowledge transfer. Coordinate with <strong>global network architects, onshore teams, and third-party vendors</strong> (e.g., telecom providers) to ensure integrated, high-quality service delivery and seamless <strong>handovers from project deployments</strong> to steady-state operations.</p> </li> <li style="list-style-type:disc"> <p><strong>Service Excellence & Continuous Improvement:</strong> Champion <strong>best practices</strong> in network operations (including <strong>automation and DevOps</strong> methodologies for network configuration and monitoring), identify opportunities for process improvements, and contribute to initiatives that enhance <strong>service reliability, performance tuning, and capacity planning</strong>.</p> </li> <li style="list-style-type:disc"> <p><strong>Governance & Reporting:</strong> Adhere to <strong>enterprise IT service management procedures</strong> (incident, problem, and change management using <strong>ServiceNow or similar ITSM tools</strong>) and maintain <strong>accurate documentation and reports</strong> on network health, incidents, changes, and performance metrics. Ensure compliance with <strong>client’s security policies and industry standards</strong>.</p> </li> </ul> <p style="list-style-type:disc"> </p> <p><strong>Required Skills & Qualifications:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Technical Expertise:</strong> Strong proficiency in <strong>enterprise network infrastructure</strong> – advanced knowledge of <strong>routing & switching protocols</strong> (e.g., BGP, OSPF, EIGRP), <strong>LAN/WAN technologies</strong>, <strong>subnetting</strong>, and <strong>TCP/IP networking</strong>.</p> </li> <li style="list-style-type:disc"> <p><strong>Network Devices & Technologies:</strong> Hands-on experience configuring and managing <strong>routers, switches, firewalls, VPNs, load balancers, and wireless network equipment</strong>. Competency with <strong>multi-vendor environments</strong> (e.g., Cisco, Juniper, Fortinet/Palo Alto, F5) and <strong>SD-WAN</strong> solutions.</p> </li> <li style="list-style-type:disc"> <p><strong>Troubleshooting Skills:</strong> Demonstrated ability to diagnose and resolve <strong>complex network issues</strong> across diverse environments, including multi-site connectivity, data center networks, cloud integrations, and security incidents.</p> </li> <li style="list-style-type:disc"> <p><strong>ITSM & Process Knowledge:</strong> Familiarity with <strong>ITIL-based service management</strong> processes and proficiency using <strong>ITSM tools</strong> (e.g., <strong>ServiceNow</strong>) for incident, change, and problem tracking.</p> </li> <li style="list-style-type:disc"> <p><strong>Education:</strong> Bachelor’s Degree in Computer Science, Electronics/Communications Engineering, or a related field (or equivalent work experience).</p> </li> </ul> <p style="list-style-type:disc"> </p> <p><strong>Preferred Skills (Nice to Have):</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Network Security & Cloud Networking:</strong> Experience with <strong>network security technologies</strong> (firewall rule management, IDS/IPS, VPN encryption) and <strong>cloud networking</strong> (connecting on-premises networks to public cloud services, hybrid cloud network architectures).</p> </li> <li style="list-style-type:disc"> <p><strong>Automation & Scripting:</strong> Exposure to <strong>network automation</strong> tools or scripting (e.g., Python, Ansible) to automate network configurations, monitoring, or deployment tasks as part of DevOps practices.</p> </li> <li style="list-style-type:disc"> <p><strong>Industry Knowledge:</strong> Prior experience supporting networks in the <strong>hospitality sector</strong> or other large <strong>global enterprise</strong> environments, with an understanding of their specific networking needs and compliance requirements.</p> </li> </ul> <p style="list-style-type:disc"> </p> <p><strong>Experience Level:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>8+ years</strong> of progressive experience in <strong>network engineering/support</strong>, including substantial <strong>Level 2 & Level 3 support</strong> exposure. Proven track record in <strong>senior network operations roles</strong> handling complex infrastructure and high-severity incidents in a large-scale, <strong>24x7 managed services environment</strong>.</p> </li> </ul> <p style="list-style-type:disc"> </p> <p><strong>Certifications:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Networking:</strong> <strong>Cisco CCNP (Routing & Switching or Enterprise)</strong> or higher (CCIE) <strong>strongly preferred</strong>. Equivalent certifications (e.g., <strong>Juniper JNCIP/JNCIE</strong>, <strong>Fortinet NSE 4+</strong>, etc.) will be considered.</p> </li> <li style="list-style-type:disc"> <p><strong>IT Service Management:</strong> <strong>ITIL Foundation</strong> certification <strong>preferred</strong>, demonstrating knowledge of ITSM best practices.</p> </li> <li style="list-style-type:disc"> <p><strong>Other:</strong> <strong>Relevant vendor or platform certifications</strong> (e.g., <strong>SD-WAN, cloud networking, network security</strong>) are a plus.</p> </li> </ul> <p style="list-style-type:disc"> </p> <p><strong>Soft Skills / Behavioral Expectations:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>Leadership & Collaboration:</strong> Strong <strong>team player</strong> who can <strong>mentor</strong> less-experienced engineers (L1/L2), coordinate tasks in cross-functional teams, and provide <strong>technical leadership</strong> during critical incidents and projects.</p> </li> <li style="list-style-type:disc"> <p><strong>Communication:</strong> Excellent communication skills (verbal and written) with the ability to <strong>liaise effectively with global stakeholders</strong>, including client teams, vendors, and internal colleagues across different cultures and time zones.</p> </li> <li style="list-style-type:disc"> <p><strong>Problem-Solving:</strong> <strong>Analytical mindset</strong> with a proactive approach to troubleshooting and <strong>resolving complex issues</strong>. Capable of making sound decisions under pressure during critical incidents.</p> </li> <li style="list-style-type:disc"> <p><strong>Customer Focus:</strong> <strong>Service-oriented attitude</strong> with a commitment to meet or exceed client <strong>SLA</strong> expectations. Ensures client satisfaction through reliable network services and responsive support.</p> </li> <li style="list-style-type:disc"> <p><strong>Adaptability:</strong> <strong>Flexible and resilient</strong> in a dynamic, fast-paced environment. Willingness to continuously update skills (e.g., new network technologies, security practices) and adapt to evolving client needs and technologies.</p> </li> </ul> <p style="list-style-type:disc"> </p> <p><strong>Working Conditions:</strong></p> <ul> <li style="list-style-type:disc"> <p><strong>24x7 Support:</strong> <strong>Willingness to work in a rotating shift schedule</strong>, including nights, weekends, and holiday coverage, to support a <strong>follow-the-sun</strong> operations model and meet global coverage requirements.</p> </li> <li style="list-style-type:disc"> <p><strong>On-Call Rotation:</strong> <strong>Availability for on-call support</strong> for critical issues outside standard hours as needed, ensuring rapid response to high-priority incidents.</p> </li> <li style="list-style-type:disc"> <p><strong>Offshore Delivery Model:</strong> Operate from <strong>Atos’s Global Delivery Center in the Philippines</strong>, collaborating remotely with onshore teams and client stakeholders across multiple time zones. Occasional travel to onshore sites (if required) for handovers or training sessions.</p> </li> </ul> <p style="list-style-type:disc">#LI-PH <br>#LI-PHI<br>#LI-PHE<br> </p>