The Managed Services Cross Technology Engineer (L3/4) - is a network engineering role, responsible for ensuring a managed service is provided to all clients, to ensure that their IT infrastructure and systems remain operational. This is done through proactively managing, overseeing, monitoring, investigating, and resolving escalated technical incidents and problems to ensure the restoration of these services to the clients.
The primary objective of this role is to proactively review all client requests or tickets and apply technical process knowledge to provide the clients with almost immediate resolution without breaching service level agreement (SLA).
The Managed Services Cross Technology Engineer (L3/4) -System focuses on forth line support for escalated incidents and requests witha high level of complexity. Ensures contracted Managed Services outcomes are delivered to the client.
This is a strategic role focusing across various technology domains such as (but not limited to) Cloud, Security, Networking, Applications and / or Collaboration.
This role may also contribute to / support on project work as and when required.
Key Responsibilities:
- Works independently, with general direction from the client, stakeholders, team lead, or senior manager, to perform operational tasks to resolve all escalated incidents/requests in a timely manner within the agreed SLA.
- Provides Level 3 operational support for large-scale enterprise data center and campus network environments, ensuring high availability, performance, and service continuity.
- Managed and supported complex network infrastructures comprising Cisco, Alcatel, HP, and 3Com switches and routers across Layer 2, Layer 3, and enterprise core network environments.
- Administered Cisco networking platforms including Catalyst, Nexus (NX-OS), Application Centric Infrastructure (ACI), and SD-WAN technologies.
- Performed incident management, troubleshooting, root cause analysis, and break-fix activities in accordance with service level agreements (SLAs) and operational procedures.
- Collaborated closely with Level 1 and Level 2 support teams to diagnose and resolve complex network, connectivity, and infrastructure issues.
- Conducted proactive network monitoring, operational health checks, performance analysis, capacity planning, and service availability reporting.
- Supported network engineering activities, including implementation of configurations for new infrastructure deployments, system enhancements, and technology refresh projects.
- Planned and executed hardware refresh initiatives involving End-of-Life (EOL) and End-of-Support (EOS) network devices to maintain infrastructure reliability and vendor support compliance.
- Managed firmware lifecycle activities, including vulnerability assessments, security reviews, testing, change implementation, and production upgrades across Cisco platforms.
- Participated in infrastructure modernization and network optimization projects to improve scalability, security, and operational efficiency.
- Supported security governance initiatives by assisting with compliance audits, vulnerability remediation, technical documentation, and audit evidence collection.
- Coordinated with vendors, third-party service providers, and technical support teams to resolve critical incidents and implement infrastructure changes.
- Assisted in service request fulfillment, network provisioning, and operational support activities while ensuring adherence to established standards and procedures.
- Coordinated maintenance activities and data center access requirements for vendors performing hardware and software upgrades.
- Developed and maintained network diagrams, technical documentation, operational procedures, deployment guides, and as-built documentation.
- Followed ITIL best practices for Incident, Change, Problem, and Release Management to ensure stable and effective service delivery.
Key Technologies
- Cisco Catalyst, Nexus (NX-OS), ACI, SD-WAN
- Alcatel, HP, 3Com Network Infrastructure
- Enterprise Data Center & Campus Networks
- Routing & Switching (Layer 2/Layer 3)
- Network Monitoring & Troubleshooting
- Firmware & Vulnerability Management
- Network Security & Compliance
- ITIL Service Management
- Infrastructure Refresh & Migration Projects
- Technical Documentation & Operational Reporting
- Vendor & Stakeholder Management
Key Achievements
- Successfully supported and maintained mission-critical enterprise network infrastructure with high service availability and operational stability.
- Delivered multiple network enhancement, hardware refresh, and firmware upgrade projects with minimal business impact.
- Improved operational efficiency through proactive monitoring, root cause analysis, and compliance-driven network management practices.
- Contributed to security and audit readiness by supporting infrastructure governance, vulnerability remediation, and compliance initiatives.
