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L3 / Lead Engineer – Managed Devices & TAC Support

8 years

0 Lacs

india

Posted:2 days ago| Platform: Linkedin logo

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Skills Required

support leadership network security troubleshooting resolve service escalation analysis drive cisco configuration monitoring maintenance patching siem inventory documentation itil onboarding training compliance reports metrics audit management juniper networking tcp ip bgp ospf vpn solarwinds splunk qradar certifications communication mentoring

Work Mode

Remote

Job Type

Full Time

Job Description

Role Summary

As an L3 or Lead Engineer, you will be responsible for advanced support and leadership in managing network and security devices across customer environments. You will handle escalations, lead troubleshooting efforts, and coordinate with OEM TAC teams to resolve complex issues. You will also mentor junior engineers and contribute to process improvement and service excellence. 


Key Responsibilities

  • Serve as the highest escalation point for L1/L2 teams in device-related incidents. 
  • Lead troubleshooting and resolution of complex issues across firewalls, routers, switches, and endpoint devices. 
  • Perform root cause analysis and drive permanent fixes. 
  • Coordinate with OEM TAC (Cisco, Palo Alto, Fortinet, etc.) for critical issues. 
  • Oversee configuration, monitoring, and maintenance of managed devices. 
  • Ensure timely patching, firmware upgrades, and configuration backups. 
  • Validate device health and performance through NMS/SIEM tools. 
  • Maintain and update device inventory and documentation. 
  • Review and implement changes as per ITIL processes. 
  • Lead incident response for device-related security events. 
  • Document incidents, resolutions, and lessons learned. 
  • Participate in customer calls and provide technical expertise. 
  • Assist in onboarding new customers and devices. 
  • Provide recommendations for infrastructure improvements. 
  • Guide and mentor L1/L2 engineers. 
  • Conduct knowledge-sharing sessions and training. 
  • Collaborate with SOC, NOC, and service delivery teams. 
  • Ensure device configurations align with compliance standards (ISO 27001, PCI-DSS, etc.). 
  • Generate reports on device health, incidents, and performance metrics. 
  • Support audit and documentation requirements. 

    • Required Skills & Experience

    • 5–8 years of experience in network/security device management. 
    • Expertise in Firewalls (Palo Alto, Fortinet, Cisco ASA). 
    • Expertise in Routers/Switches (Cisco, Juniper). 
    • Expertise in Endpoint protection platforms. 
    • Strong understanding of networking protocols (TCP/IP, BGP, OSPF, VPN). 
    • Experience with SIEM/NMS tools (SolarWinds, Splunk, QRadar). 
    • Familiarity with ITIL framework and service management tools. 


    Certifications (Preferred)

    • CCNP / CISM/CEH 
    • ITIL Foundation. 
    • OEM-specific TAC certifications. 


    Soft Skills

    • Strong analytical and problem-solving skills. 
    • Excellent communication and documentation abilities. 
    • Leadership and mentoring capabilities. 
    • Ability to work under pressure and manage multiple priorities. 


    Please note: This is a fully remote opportunity with working hours aligned to Eastern Standard Time (EST).

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