Lead, mentor, and develop a team of Tier 3 engineers supporting complex network and infrastructure environments
Provide technical guidance and escalation support for high-severity incidents and critical customer issues
Oversee day-to-day Tier 3 operations, ensuring timely resolution of escalations and adherence to SLAs
Act as the final escalation point for critical outages, major incidents, and high-impact service disruptions
Maintain deep understanding of network infrastructure, including routing, switching, firewalls, SD-WAN, cloud, and data center technologies
Lead major incident management (MIM) processes, including communication, coordination, and resolution
Serve as a senior technical point of contact for key customers and stakeholders
Develop and refine operational processes aligned with ITIL best practices

Bachelor’s degree in Information Technology, Engineering, or related field (or equivalent experience)
7+ years of experience in network/infrastructure operations within an MSP or enterprise environment
3+ years of experience in a leadership or management role
Strong hands-on experience with Fortinet technologies, including FortiGate firewalls, FortiManager, and FortiAnalyzer
Strong expertise in networking technologies (routing, switching, firewalls, VPNs, SD-WAN)
Experience with cloud platforms (e.g., AWS, Azure) and hybrid environments
Proven experience managing high-severity incidents and escalations.

Senior Manager, Tier 3 Operations Engineering

Key skills