Senior Network Security Engineer

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)