Xalient India Managed Services - Support Remote working Company Description Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the worlds leading enterprises stay secure, connected, and ready for the future - bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses. Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia - delivering fast, tangible outcomes and long-term impact. Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate todays digital complexity with confidence. Position The Level 3 Network Support Engineer reports to the Network Support Team Lead and the Network and Network Security Support Manager. This role operates within a global 24x7 support squad that includes Level 1 and 2 engineers, a Squad Lead and an Incident Manager working in 9-hour rotating shifts. As the most technically advanced position in the squad, the engineer is responsible for resolving complex incidents involving LAN, (SD-)WAN, Wi-Fi and network security technologies across multi-vendor environments, and provides expert direction during major incidents for Xalients managed services customers. The primary focus is on resolving critical escalated issues, with lower-priority tasks handled when incident activity allows. The role follows a rotating shift pattern that includes weekends, bank holidays and religious or non-religious festivals, along with participation in an out-of-hours on-call rota. Responsibilities also include contributing to root cause analysis, identifying recurring trends and recommending improvements to configuration, processes, documentation and tooling. The engineer supports onboarding, mentors junior staff and ensures clear documentation and handovers to maintain consistent service delivery. What youll be doing Resolve complex network incidents across LAN, (SD-)WAN, Wi-Fi and network security technologies, ensuring timely resolution in line with SLA commitments Act as the senior technical escalation point within the squad, supporting major incident resolution with expert-level troubleshooting and clear communication Participate in a 24x7x365 shift rota and out-of-hours on-call schedule to maintain consistent support coverage for critical services Contribute to service improvement by identifying recurring issues, performing root cause analysis and recommending enhancements to tools, processes and documentation Maintain accurate technical documentation, including incident records, change logs, network diagrams and internal knowledge base articles Mentor and support junior engineers, contributing to onboarding and sharing technical expertise to strengthen team capability Uphold operational and technical standards while maintaining a customer-focused approach and promoting high service quality across all interactions Prioritise incident response over non-urgent tasks to adhere to defined SLAs, maintain high service availability and ensure detailed shift handovers. Requirements What you'll need Minimum 5 years of experience in senior technical support or engineering within a 24x7 managed services, ISP or enterprise NOC environment Advanced expertise in enterprise networking and security across multi-vendor platforms including Cisco, Fortinet, Palo Alto, Aruba, Zscaler and Silver Peak Proven ability to troubleshoot and resolve complex incidents in high-pressure situations, including experience handling major incidents and root cause analysis Strong understanding of networking protocols, encryption, segmentation, cloud connectivity, SD-WAN, and SASE/SSE technologies Excellent communication, documentation and mentoring skills with a proactive approach to knowledge sharing and supporting junior engineers Comfortable working in shift-based operations with ITIL-based processes, and experienced in using monitoring and configuration tools such as LogicMonitor Education: Bachelors degree in Computer Science, Information Technology, Engineering, or related field, or equivalent hands-on industry experience. ITIL Foundation certification is desirable, or a demonstrable understanding of incident, change, and problem management processes in an ITIL-aligned environment. Minimum of one expert-level certification or multiple advanced-level certifications, including: Cisco CCNP/CCIE (Enterprise Infrastructure, Security) Fortinet FCSS or FCX Palo Alto PCNSE Aruba ACP Switching/ACSX/ACMP/ACMX Silver Peak/Aruba EdgeConnect ACSDP or ACDSX ITIL Foundation certification (or strong working knowledge of ITIL-aligned processes in practice) Preferred Qualifications: Vendor-specific SD-WAN and cloud networking certifications Additional cloud certifications (e.g., AWS Advanced Networking, Azure Network Engineer Associate) Experience with ServiceNOW Why Join Us? Work with cutting-edge cloud security technologies. Collaborative and dynamic work environment. Opportunities for professional growth and certifications. Competitive salary and benefits package. Other information We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age. #J-18808-Ljbffr