Portfolio Engineer Networks

We are seeking a skilled Portfolio Engineer Networks to oversee our customers' technical environments. You will drive technical excellence, continual improvement, and risk reduction within our network infrastructure. Key responsibilities include gathering technical requirements, scoping projects, and ensuring smooth project integration into managed services. As the escalation point for ISC and NOC, you will provide advanced support, manage customer network infrastructure, and mentor L3 engineers. Your role involves hands-on project work, pre-sales scoping, and project delivery, all while adhering to ITIL standards. Join us in delivering exceptional network services and driving technical innovation for our customers.

Responsibilities:

• Technical Custodian of Customer Environment.
• Driver of Technical excellence.
• Continual improvement and risk reduction.
• Technical requirements gathering for new pieces of work.
• Scoping of tactical project work.
• Involvement in acceptance of projects into managed services
• Technical point of escalation for ISC and NOC.
• Provide advanced 3rd levels of Proactive Engineering Infrastructure support and service our customers from a proactive lens.
• Managing company customer’s network infrastructure
• Mentor L3 Network engineers, be escalation point for L3 support/BAU engineers and provide guidance where needed.
• Perform technical hands-on small-scale Projects and billable work and drive to outcome.
• Undertake pre-sales scoping work for opportunities raised by either yourself or via other teams for your customer group.
• Undertake projects delivery work (non-time sensitive) for opportunities raised by either yourself or via other teams for your customer group.
• Drive MS Infrastructure service promise: Ensure all infrastructure deliverables are performed by the support teams per customer group. Audit, identify & drive areas of non-reactive infrastructure core-deliverables & value-add tasks. Collate and categorize them as BAU vs billable vs proactive work. (Such as infra health checks, best practice infrastructure & security, Infrastructure optimization, Capacity management)
• Investigate root cause/trends analysis to proactively reduce noise and incidents before they happen.
• Adhere to Incident, Problem and Change Management processes as per company/customer standards (ITIL Framework).
• Be the highest escalation point for critical infrastructure incidents and guide the support teams technically to resolve the incident.
• Value-add: Attend key meetings with SDMs, Presales, Projects, Support Teams and customers - acting as key technical advisory and technical point of contact for your customer group. This includes driving the onboarding to MS of new solutions for your customer group.
• Attend war-room meetings and incident management channels and provide value where applicable.
• Log time daily for all your work as per the standards defined by your team leader.
• This includes billable time and non-billable time via ITSM tools.

To be successful in this role, you will have:

• Previous role with an IT&T System Integrator, Managed Service Provider, or similar organisation.
• Strong knowledge and industry experience across a range of networking technologies including vendors such as Fortinet, Cisco, Juniper, HP, Palo Alto & Aruba.
• At least 5+ years in an infrastructure support role specialising in network support.
• High level of analytical and problem-solving skills.
• Strong understanding and demonstrated experience in the use of following technologies: Routing & Switching (Cisco, HP & Juniper), Firewalls (Fortinet, Cisco, Juniper & Palo Alto).
• Solid experience within Managed Services environment within an MSP preferred.
• Vendors related industry certifications preferred.
• Industry experience working within the ITIL framework.