Role Description A senior-level network engineer responsible for providing Level 3 (L3) support for a large, multi-country hospitality client under a 24x7 Application Management Services (AMS) delivery model. The L3 Network Engineer ensures high network availability, performance, and security across enterprise LAN/WAN/WLAN environments and cloud-connected networks. This role serves as the final escalation point for complex network issues, leading advanced troubleshooting, driving continuous improvements, and collaborating with global teams to maintain a robust, reliable network supporting critical hotel operations worldwide. Key Responsibilities - Advanced Incident Management & Troubleshooting: Serve as the final escalation point for complex network incidents (including Major Incidents), leading rapid diagnosis and resolution within agreed SLAs to minimize downtime and business impact. - Problem & Root Cause Analysis: Perform thorough root cause analyses for recurrent or high-severity network issues; implement permanent fixes and preventive measures to improve network stability and reduce future incidents. - Change Implementation: Plan and implement complex network changes (configuration updates, upgrades, patch deployments) in alignment with ITIL change management processes, minimizing risk and ensuring compliance with security and operational standards. - Network Operations & Maintenance: Monitor and maintain enterprise network infrastructure (LAN, WAN, Wi-Fi, data center networking, cloud connectivity) to ensure optimal performance, security, and availability. Oversee backup/restore processes for network device configurations and maintain network documentation. - Multi-Vendor Environment Support: Manage and troubleshoot multi-vendor network devices (routers, switches, firewalls, load balancers, SD-WAN devices, etc.), leveraging expertise in technologies from major vendors (e.g., Cisco, Juniper, Fortinet, Palo Alto, F5) to resolve diverse network issues. - Collaboration & Knowledge Transfer: Work closely with L1/L2 network support teams, providing technical guidance, mentorship, and knowledge transfer. Coordinate with global network architects, onshore teams, and third-party vendors (e.g., telecom providers) to ensure integrated, high-quality service delivery and seamless handovers from project deployments to steady-state operations. - Service Excellence & Continuous Improvement: Champion best practices in network operations (including automation and DevOps methodologies for network configuration and monitoring), identify opportunities for process improvements, and contribute to initiatives that enhance service reliability, performance tuning, and capacity planning. - Governance & Reporting: Adhere to enterprise IT service management procedures (incident, problem, and change management using ServiceNow or similar ITSM tools) and maintain accurate documentation and reports on network health, incidents, changes, and performance metrics. Ensure compliance with client’s security policies and industry standards. Qualifications - Technical Expertise: Strong proficiency in enterprise network infrastructure – advanced knowledge of routing & switching protocols (e.g., BGP, OSPF, EIGRP), LAN/WAN technologies, subnetting, and TCP/IP networking. - Network Devices & Technologies: Hands-on experience configuring and managing routers, switches, firewalls, VPNs, load balancers, and wireless network equipment. Competency with multi-vendor environments (e.g., Cisco, Juniper, Fortinet/Palo Alto, F5) and SD-WAN solutions. - Troubleshooting Skills: Demonstrated ability to diagnose and resolve complex network issues across diverse environments, including multi-site connectivity, data center networks, cloud integrations, and security incidents. - ITSM & Process Knowledge: Familiarity with ITIL-based service management processes and proficiency using ITSM tools (e.g., ServiceNow) for incident, change, and problem tracking. - Education: Bachelor’s Degree in Computer Science, Electronics/Communications Engineering, or a related field (or equivalent work experience). Requirements - Experience Level: 8+ years of progressive experience in network engineering/support, including substantial Level 2 & Level 3 support exposure. Proven track record in senior network operations roles handling complex infrastructure and high-severity incidents in a large-scale, 24x7 managed services environment. - Certifications: Cisco CCNP (Routing & Switching or Enterprise) or higher (CCIE) strongly preferred. Equivalent certifications (e.g., Juniper JNCIP/JNCIE, Fortinet NSE 4+, etc.) will be considered. ITIL Foundation certification preferred, demonstrating knowledge of ITSM best practices. Relevant vendor or platform certifications (e.g., SD-WAN, cloud networking, network security) are a plus. Soft Skills / Behavioral Expectations - Leadership & Collaboration: Strong team player who can mentor less-experienced engineers (L1/L2), coordinate tasks in cross-functional teams, and provide technical leadership during critical incidents and projects. - Communication: Excellent communication skills (verbal and written) with the ability to liaise effectively with global stakeholders, including client teams, vendors, and internal colleagues across different cultures and time zones. - Problem-Solving: Analytical mindset with a proactive approach to troubleshooting and resolving complex issues. Capable of making sound decisions under pressure during critical incidents. - Customer Focus: Service-oriented attitude with a commitment to meet or exceed client SLA expectations. Ensures client satisfaction through reliable network services and responsive support. - Adaptability: Flexible and resilient in a dynamic, fast-paced environment. Willingness to continuously update skills (e.g., new network technologies, security practices) and adapt to evolving client needs and technologies. Working Conditions - 24x7 Support: Willingness to work in a rotating shift schedule, including nights, weekends, and holiday coverage, to support a follow-the-sun operations model and meet global coverage requirements. - On-Call Rotation: Availability for on-call support for critical issues outside standard hours as needed, ensuring rapid response to high-priority incidents. - Offshore Delivery Model: Operate from Atos’s Global Delivery Center in the Philippines, collaborating remotely with onshore teams and client stakeholders across multiple time zones. Occasional travel to onshore sites (if required) for handovers or training sessions.