Managed Services Engineer

About the role

RISE is building a Managed Services practice that delivers fully managed network security and connectivity to business customers, and the Senior Managed Services Engineer is its founding engineer. The role delivers, operates, and improves the managed services portfolio, starting with managed firewall and expanding into managed SD-WAN and broader security services. Working within Network Operations, the Senior Managed Services Engineer serves as the senior escalation point for managed services customers and partners with the Network Design team to turn new offers into products. The role also shapes the operating model, tooling, and documentation RISE uses to deliver managed services at scale

Duties and responsibilities: - Manage the full lifecycle of customer-deployed firewalls, covering provisioning, policy configuration, firmware, high availability, licensing, backup, and health monitoring

- Operate centralised multi-tenant management platforms, keeping each managed customer’s configuration and policies segmented

- Tune customer security posture across firewall policy, intrusion prevention, antivirus, web filtering, application control, and SSL inspection

- Design, deploy, optimise, and troubleshoot SD-WAN solutions for business customers, including VPN topologies, application-aware path selection, and multi-transport underlays

- Plan and execute customer onboarding, network migrations, and configuration changes within agreed change windows

- Serve as the escalation point for managed services customers and deliver root-cause analysis and post-incident reports to customer IT teams

- Support the Network Design team in scoping, lab-testing, and productising new managed service offerings, including test plans, acceptance criteria, and input to high- and low-level designs

- Author and maintain configuration templates, runbooks, standard operating procedures, and customer service designs

- Automate repeatable managed services tasks using vendor APIs, scripting, and orchestration tools

- Train the Network Operations team on managed services procedures and progressively transfer routine operational tasks to them

- Contribute to SLA reporting, customer service reviews, capacity planning, and change advisory processes for the managed services portfolio

- Lead the Network Operations team’s data privacy and security process for handling customer and internal network data in line with RISE policy and data protection regulations

Qualifications: - 5+ years of hands-on experience in network security engineering, including at least 2 years in a managed services, MSSP, or service-provider environment

- Production experience administering FortiGate firewalls (FortiOS), including next-generation firewall security features

- Experience deploying and operating multi-site SD-WAN on any major vendor platform, including site-to-site and remote-access VPN and tunnelling protocols such as IPsec