Network Engineer

- Lead end-to-end service delivery for TAC operations covering L1L3 support across regions.
- Manage a large team of 50+ engineers (including Team Leads, SMEs, and Support Engineers).- Ensure adherence to SLAs, KPIs, and contractually agreed service levels.- Own incident, problem, and escalation management; act as the point of contact for high-priority customer escalations.- Drive operational excellence through automation, standardization, and process improvements.

- Build strong relationships with client stakeholders (e.g., WatchGuard) for delivery governance, performance reviews, and continuous alignment.
- Represent TAC leadership in executive discussions, QBRs, and incident post-mortems.- Ensure proactive communication and reporting on service delivery metrics, risks, and action plans.

- Hire, develop, and retain high-performing support engineers and leaders.
- Mentor and coach team leads and SMEs to foster a high-performance culture.- Drive career progression, learning paths, and succession planning within the TAC team.- Conduct periodic performance reviews, workforce planning, and capacity forecasting.

- Monitor and improve support quality through audits, root cause analysis, and corrective actions.
- Champion initiatives around shift-left, knowledge management, and AI-powered support adoption.- Collaborate with Engineering, Product, and QA teams to drive product supportability and feedback loops.

- Strong experience in leading TAC or technical support operations for network security products (WatchGuard, Fortinet, Palo Alto, Cisco, etc.).
- Proven experience managing large, distributed teams in a 24x7 global support model.- Solid understanding of networking and security concepts (Firewalls, VPN, IDS/IPS, Endpoint Security, MFA, etc.).- Strong grasp of ITIL processes, ticketing systems (Salesforce, ServiceNow), and support tooling.- Exceptional leadership, stakeholder management, and communication skills.

15+ years of overall experience in IT operations/support, with 8+ years in people leadership roles, and 3-5 years in delivery leadership.

Bachelors or Masters degree in Engineering, Computer Science, or IT.
Certifications: ITIL, PMP, or Six Sigma; technical certifications (CCNP Security, NSE, PCNSE, etc.) are a plus.Exposure to managed services, professional services, or support delivery for OEMs or ISVs.Experience driving AI/ML-based support solutions, knowledge management systems, or customer experience transformation.