Managed Services Engineer

• Managed Firewall Operations - own the end-to-end lifecycle of customer-deployed
  firewalls (primarily Fortigate; other vendors as the portfolio grows): provisioning, security
  policy configuration, troubleshooting, ongoing security posture tuning (firewall policy, IPS,
  AV, web filtering, application control, SSL inspection), firmware management, HA, license
  and subscription management, backup/restore and health monitoring. Operate
  multi-tenant management platforms such as FortiManager with ADOM segmentation.

• SD-WAN Deployment and Day-2 Management - Design, deploy, optimise and
  troubleshoot SD-WAN solutions for business customers. Review and document customer
  solution designs. Assist with planning and execution of customer network migrations. This
  includes overlay/underlay architecture, application-aware path selection, performance
  SLA configuration, site-to-site and remote-access VPN topologies, zero-touch branch
  provisioning, FEC/packet duplication for latency-sensitive applications, and integration
  with MPLS, broadband and LTE/5G underlay transports.

• Client-Facing Technical Support - Serve as the escalation point for managed services
customers. Conduct customer onboarding, design reviews, change-window execution,
root-cause analysis and post-incident reporting. Communicate technical findings clearly to
customer IT managers and decision-makers.

• Product Development and Testing - Support the Network Design team in scoping,
  lab-testing and productising new managed service offerings (e.g., managed SD-WAN tiers,
  SASE/ZTNA, managed DDoS, managed Wi-Fi/LAN). Produce test plans, operational
  runbooks and acceptance criteria for new services before go-live. Provide input towards
  creation of HLD/LLD documentation.

• Documentation, Automation and Knowledge Transfer - Author and maintain
  configuration templates, runbooks, standard operating procedures and customer service
  designs. Identify and implement automation opportunities (vendor APIs, scripting,
  orchestration tools) to scale the practice efficiently. Mentor the wider Network Operations
  team on managed services procedures and progressively transfer routine operational
  tasks.

• Service Governance - Contribute to SLA reporting, customer service reviews, capacity
  planning and change advisory processes. Ensure compliance with RISE’s information
  security and customer data handling policies.

• Data Privacy & Security Governance - Lead the Network Operations team in data privacy
  & security process; ensuring secure handling of sensitive data is paramount. Maintain
  confidentiality, adhere to internal policies and data protection regulations when handling
  customer or internal data, including network, security and other sensitive information.

• A constant focus on service improvement, operational efficiency and customer
  satisfaction