Network Security Engineer III

Rackspace Technology is a multicloud solutions expert that combines expertise with leading technologies to deliver end-to-end solutions. The Network Security Engineer III will provide operational support, manage network events, and ensure customer issues are resolved efficiently while also contributing to project initiatives.

Responsibilities:

• Provide both day-to-day operational support and project-based initiatives
• Provide exceptional customer support via the ticketing system and phone
• Detect events in a timely manner using monitoring tools
• Mitigates DDoS attacks to protect customer and shared infrastructure
• Document planned and unplanned network events in appropriate tracking and turnover systems
• Troubleshoot and resolve network events and create event documentation accordingly
• Take ownership of level-appropriate customer requests and issues and engineer escalations, seeing them through to resolution
• Escalate support requests to other teams and communicate with Incident Management as appropriate
• Escalate to vendors and follow up as needed to ensure problem resolution
• Adhere to Change Management and Maintenance policy and process
• Participate and provide input to Root Cause Analysis
• Take ownership of projects self-identified or assigned and ensure proper and complete documentation and resolution
• Review, assist in defining, and propose new policy and process standards
• Ticket Contribution and Phone Availability: Provide correct and helpful expertise to resolve issues, maintaining high ticket evaluations results
• High level of first pass yield and success on written, quality checked, tested, and executed maintenances
• Prompt and correct responses to network events
• Maintain proficiency in troubleshooting, tools, and technologies

Requirements:

• Provide both day-to-day operational support and project-based initiatives
• Provide exceptional customer support via the ticketing system and phone
• Detect events in a timely manner using monitoring tools
• Mitigates DDoS attacks to protect customer and shared infrastructure
• Document planned and unplanned network events in appropriate tracking and turnover systems
• Troubleshoot and resolve network events and create event documentation accordingly
• Take ownership of level-appropriate customer requests and issues and engineer escalations, seeing them through to resolution
• Escalate support requests to other teams and communicate with Incident Management as appropriate
• Escalate to vendors and follow up as needed to ensure problem resolution
• Adhere to Change Management and Maintenance policy and process
• Participate and provide input to Root Cause Analysis
• Take ownership of projects self-identified or assigned and ensure proper and complete documentation and resolution
• Review, assist in defining, and propose new policy and process standards
• Cloud/On-premises support for Cisco networking
• Palo Alto firewalls
• Fortinet and Native Cloud Security (AWS, Azure)
• Is able to handle multiple tasks and prioritize work under pressure
• Is comfortable and proficient in delegating tasks to other engineers
• Is detail-oriented in documenting information and able to own customer issues through resolution
• Demonstrates expert problem-solving skills coupled with a habit of regularly taking on responsibility
• Has a desire to expand personal technical knowledge and mentor other engineers to expand knowledge
• Identifies where process can be improved and engages managers and other teams to implement those improvements
• At least 5 years of recent networking experience
• CCIE-level aptitude
• A minimum of 12 months of experience in a customer service role
• Excellent written and verbal communication skills
• Critical thinking skills and the ability to provide solutions with precision during high-pressure situations
• Schedule flexibility to include working a weekend day regularly and holidays as required by the business