About The Opportunity
Netrix Global is seeking a Senior Network Engineer with Service Delivery Focus to serve as both a Tier 3 technical escalation resource and a senior service-delivery lead for assigned managed-network clients. This role combines deep hands-on enterprise networking expertise with customer-facing governance, operational analysis, escalation coordination, lifecycle planning, and service-improvement leadership. The successful candidate will resolve complex network issues, contribute to scalable designs and implementations, translate operational data into clear priorities, and drive documented actions through completion.
The role requires a proactive engineering mindset. The engineer is expected not only to restore service, but also to identify recurring risk, improve resiliency and supportability, communicate effectively with technical and executive stakeholders, and coordinate outcomes across engineering, operations, account management, project management, security, cloud, and other service teams.
How You Will Make An Impact
Tier 3 Engineering and Escalation
- Act as a senior escalation point for complex network outages, chronic performance issues, configuration defects, and service-impacting conditions that Tier 1 and Tier 2 teams cannot resolve.
- Lead advanced troubleshooting and root-cause analysis across routing, switching, firewalls, SD-WAN, wireless, VPN, circuits, network services, and monitoring platforms.
- Develop and validate technical remediation plans, corrective actions, implementation procedures, rollback plans, and post-change verification steps.
- Support P1/P2 incident response with hands-on technical analysis, accurate impact assessment, timely stakeholder updates, and post-incident follow-through.
- Identify recurring incidents, monitoring gaps, technical debt, capacity constraints, single points of failure, and supportability risks, then drive corrective action or formal escalation.
Network Design, Implementation, and Operations
- Design, implement, and optimize scalable LAN, WAN, data-center, cloud-connected, and secure remote-access solutions.
- Configure and maintain advanced routing and switching technologies, including BGP, OSPF, EIGRP, VLANs, Spanning Tree, vPC/VSS, MPLS, QoS, and IPsec VPNs.
- Manage and optimize enterprise firewall platforms, including Palo Alto Networks firewalls, Panorama, GlobalProtect, security policies, threat-prevention profiles, and high-availability configurations.
- Develop, test, and document failover, resiliency, and disaster-recovery strategies for mission-critical network services.
- Create and maintain accurate technical documentation, standards, diagrams, runbooks, knowledge articles, and operational support procedures.
- Provide technical leadership and mentorship to junior engineers and operations teams, improving troubleshooting consistency, documentation quality, and escalation readiness.
Service Governance and Customer Engagement
- Own or co-lead recurring service reviews for assigned managed-network clients, including agendas, service-performance reporting, decisions, action logs, and follow-up.
- Lead customer-facing operational and strategic discussions, communicating service performance, technical risks, dependencies, improvement priorities, and required decisions in clear business language.
- Maintain account continuity by consolidating open incidents, problems, changes, recurring issue themes, lifecycle concerns, customer priorities, and cross-functional dependencies.
- Prepare accurate executive-ready status updates, risk summaries, root-cause follow-up, service-improvement plans, and roadmap inputs based on verified operational and technical data.
- Translate complex technical findings into clear customer impact, practical options, recommended actions, owners, and target dates.
Incident, Problem, and Escalation Coordination
- Coordinate technical and customer escalations by tracking business impact, technical ownership, communications, dependencies, next actions, and closure criteria.
- Review aging incidents, requests, problems, RCA status, corrective actions, blockers, and ownership gaps, and provide direct engineering support when senior technical intervention is required.
- Partner with the Technical Operations Center, Service Desk, incident leadership, engineering teams, Account Management, Project Management, and other service towers to ensure effective handoffs and follow-through.
- Support post-incident reviews by validating technical findings, documenting contributing factors, assigning preventive actions, and confirming completion or escalation.
Lifecycle, Risk, and Service Improvement
- Maintain visibility into hardware and software lifecycle, firmware posture, capacity, resiliency, monitoring coverage, circuit dependencies, configuration standards, and technical debt for assigned clients.
- Analyze operational data and ticket trends to distinguish material service risk from routine activity and establish prioritized improvement actions.
- Develop and track service-improvement and corrective-action plans through completion, validation, or formal escalation.
- Contribute technical and operational content to quarterly business reviews, annual planning, lifecycle roadmaps, modernization initiatives, and account strategy.
- Identify legitimate lifecycle, modernization, resiliency, capacity, automation, or professional-services needs and coordinate technical discovery and handoff to the appropriate teams.
What You Will Bring To The Table
- 7+ years of dedicated network engineering experience in a large-scale enterprise, service provider, or managed-services environment.
- Demonstrated Tier 3 troubleshooting and root-cause analysis experience during complex or high-impact network incidents.
- Deep hands-on experience with routing, switching, firewalls, VPNs, SD-WAN, monitoring, network access controls, and carrier or circuit dependencies.
- Advanced knowledge of TCP/IP, BGP, OSPF, EIGRP, MPLS, Spanning Tree, QoS, IPsec, DNS, DHCP, SNMP, and RADIUS/TACACS+.
- Experience designing and supporting Cisco Catalyst and Nexus switching and Cisco ISR/ASR routing platforms, or comparable enterprise platforms.
- Strong hands-on experience with Palo Alto Networks firewalls and Panorama; experience with additional platforms such as Cisco, Meraki, Fortinet, Aruba, VMware/VeloCloud, HPE, Dell, Juniper, or Arista is valuable.
- Experience with IT service management practices, including incident, problem, change, request, escalation, SLA/KPI, backlog, and continual-improvement disciplines.
- Demonstrated ability to lead client-facing meetings and communicate effectively with engineers, operations teams, business stakeholders, and executives.
- Strong written communication, organization, documentation, prioritization, and follow-through skills.
- Ability to manage multiple client and technical priorities while maintaining accurate action tracking and reliable customer communications.
Preferred Qualifications
- CCNP Enterprise, CCNP Security, PCNSE, or an equivalent advanced networking or security certification.
- Experience supporting multi-site managed-network environments and participating in recurring customer service reviews or QBRs.
- Hands-on familiarity with ServiceNow or a comparable ITSM platform and with network monitoring and reporting platforms.
- Experience developing RCA documentation, lifecycle plans, resiliency assessments, technical roadmaps, service-improvement plans, and executive summaries.
- Associate or bachelor’s degree in information technology, networking, engineering, or a related field, or equivalent practical experience.
Shift Timing : US business hours (8 am - 5pm CT), must work both weekends
About Us
At Netrix Global our values are the philosophies and principles that we live by. They support our vision, help us achieve our goals and commit us to a common purpose.
We Own Outcomes, Win Together, Make An Impact, Enjoy The Journey, and Respect All!
Netrix Global is a mission-driven organization with the goal of providing the people, processes, and technology needed to run and scale modern, data-driven businesses that are always on and always secure. Our breadth of capabilities allows us to provide holistic offerings that solve even today’s most complex business challenges, delivering to you an integrated, optimized, and future-proof solution.
We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500, detailing the country’s top system integrators.
At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
What You Can Expect From Us
We offer a competitive compensation package, comprehensive group benefits to meet the needs of you and your family, flexibility, and time off when you need it, and a casual work environment. The role can be remote/home office, with some travel required.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need reasonable accommodations, please let us know by contacting NetrixHR@Netrixglobal.
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