L3 Network Engineer, Major Incident Management

Role Overview

We are seeking a highly skilled L3 Network Engineer to join our global IT Operations team. This role is central to our Major Incident Management (MIM) process, focusing on the rapid response and resolution of critical Priority-1 (P1) network incidents. This position requires deep technical expertise in enterprise networking, security firewalls, and SD-WAN technologies, exceptional troubleshooting skills, and the ability to command incident resolution under pressure. The ideal candidate thrives in high-stakes environments and is dedicated to ensuring service restoration and business continuity for our most critical systems.

Key Responsibilities

• Serve as the primary technical escalation point for all network-related Major Incidents (MIM) and P1 events.
• Lead technical triage on bridge calls and in war rooms, coordinating efforts between L2 support, application teams, vendors, and other cross-functional stakeholders.
• Perform advanced, real-time troubleshooting to diagnose and resolve complex issues across the Cisco Meraki platform, Fortinet security stack, and core routing/switching infrastructure.
• Drive the restoration of critical network services (WAN, LAN, WLAN, SD-WAN) with a focus on minimizing business impact.
• Author and deliver comprehensive Root Cause Analysis (RCA) and detailed post-incident reports.
• Partner with the Problem Management team to identify trends, implement proactive solutions, and prevent incident recurrence.
• Mentor and provide technical guidance to L1/L2 support teams to improve overall incident response capabilities.
• Participate in a 24x7 on-call rotation to provide critical support when needed.

Qualifications

Required:

• 5–8 years of hands-on experience in enterprise network engineering and high-severity incident response.
• Expert-level knowledge of the Cisco Meraki platform (MX, MS, MR, SD-WAN).
• Deep expertise with the Fortinet security stack, specifically FortiGate firewalls, VPNs, and policy management.
• Solid understanding of core networking protocols and concepts: BGP, OSPF, EIGRP, TCP/IP, VLANs, and QoS.
• Hands-on experience with enterprise monitoring platforms (e.g., ScienceLogic, SolarWinds, Datadog).
• Proficiency with an ITSM tool, preferably ServiceNow, for incident lifecycle management.
• Demonstrated ability to remain calm, focused, and organized during high-pressure situations.
• ITIL v3/v4 Foundation certification is required.

Preferred:

• Advanced certifications such as CCNP (Enterprise/Security) or Fortinet NSE 4/5/6.
• ITIL Intermediate/Expert or related certifications.
• Experience with public cloud networking (Azure, AWS) and hybrid cloud environments.
• Scripting and automation skills (PowerShell, Python) for diagnostics and reporting.

Key Competencies

• Crisis Management: Able to lead effectively in high-pressure, time-critical situations.
• Collaboration: Works seamlessly with vendors, internal teams, and stakeholders to achieve common goals.
• Analytical Mindset: Possesses superior troubleshooting and Root Cause Analysis (RCA) capabilities.
• Communication: Delivers clear, concise, and timely updates during incidents, tailored for both technical and business audiences.
• Proactive Mindset: Focuses on prevention and continuous service improvement, not just reactive resolution.

Why Join Us?

• Make a Direct Impact: Play a mission-critical role in ensuring the stability and availability of our global enterprise services.
• A World-Class Team: Join a highly collaborative and skilled IT operations team that values deep technical knowledge and supports professional growth.
• Modern Technology Exposure: Gain experience with a modern IT ecosystem spanning on-prem, cloud, and hybrid infrastructures.
• Career Growth: We offer competitive compensation, comprehensive benefits, and clear pathways for career advancement.

Remote Work Environment

• This is a fully remote position. A company-provided Virtual Desktop (VDI) will be used for all work.
• Candidates are expected to provide their own reliable computer (laptop or desktop) and at least one monitor capable of accessing the VDI.
• A dedicated and quiet workspace is essential to maintain a professional environment during critical incident bridge calls.