Network Escalation Engineer

Company Overview

Coevolve is a leading global provider of next-generation networking solutions for global enterprises, with a specific focus on SD-WAN, SASE (Secure Access Service Edge), multi-cloud networking and related services. We currently support these solutions at client sites in more than 80 countries. Our clients use our solutions to achieve significant improvements in cost, reliability and performance in their WAN and cloud services or other critical enabling infrastructure. They entrust Coevolve to provide secure and reliable connectivity to wherever they operate, deliver digital transformations quicker, and improve key business applications at dramatically reduced costs.

Today, we are pushing the boundaries of traditional network management through AI and machine learning to deliver more value, actionable insights, and capabilities to enterprise network management with Coevolve Smart Services. With our Smart Services portfolio, we can proudly say that Coevolve represents the next generation of co-managed digital infrastructure specialists, ensuring we continue to be market-leading and at the forefront of Networking solutions across the globe.

Our people at Coevolve are smart, tenacious, passionate, and dedicated experts in the field. We achieve great things together for our clients. We solve core problems in the traditional carrier and systems integrator business models. Our company culture fosters lifelong learning, collaboration and inclusion. Our team is truly global with people in 5+ locations around the world. We love innovative ideas and the ability to get things done. We believe teamwork makes for the most rewarding work and creating an environment that values all roles and good ideas.

The Role

We have a first class, next-generation network services team in the global function known as the Coevolve Response Centre (CRC), which provides great end-user experience working seamlessly with Coevolve global teams.

As a member of the CRC, the Escalation Engineer's mission is to provide world-leading managed SD-WAN and SASE services, as energetic network professionals who strive to change of pace and opportunity in an up and coming, global player that specialises in Managed SD-WAN. This role works across the deployment and management phases of our SD-WAN service offering (which in full span Assess > Deploy > Manage > Optimize), with the majority of the focus being in the Manage phase which is the business as usual or Run stage of the life cycle.

The Escalation Engineer is at the forefront of customer service, ensuring excellent standards for Incident Management, Change Management and Problem Management. Trained to ITIL standards, the incumbent is expected to be proactive in the delivery of the support to the client and help provide a superior service vs. traditional telcos and IT integrators.

In addition, the Escalation Engineer assists the Coevolve Sales Team in proactively cultivating strong business relationships with key technical contacts across our sales geographies, including Technical Consultants and Senior Network Engineers. The Escalation Engineer also assists the Head of Technical Operations in problem management activities by leading the preparation of Post Incident Review (PIR) reports and helping us refine our methodology for improved service quality.

The role reports to the Head of Technical Services, and the work pattern will be 24/7 support in shift-work.

Tasks and Responsibilities:

• Ownership of urgent P1 issues for timely resolution.
• Collaborate with the Shift Lead and CRC Manager on tickets with high or urgent impact.
• Address active tickets within designated staffing levels or as directed by the CRC Manager.
• Review software release notes for known issues and resolutions, providing insights to Technical Consultants (TC) and CRC management on potential implications.
• Assist TC with clients and project deployments as required.
• Provide technical leadership by creating and conducting training sessions for the CRC team.
• Develop process guides for review and approval by CRC management.
• Regularly review client configurations and documentation, including network maps, to ensure accuracy and completeness.
• Deploy high-impact changes, including bespoke changes as directed by TCs.
• Review all technical documentation before handing over new clients to ensure completeness and accuracy.
• Handle escalated technical issues and challenges within client network environments, conducting advanced troubleshooting and resolution.
• Conduct in-depth root cause analysis to identify underlying issues and develop effective solutions or workarounds.
• Collaborate with internal and external stakeholders, including vendors and partners, to resolve complex technical issues.
• Document technical procedures and resolutions comprehensively for future reference.
• Participate in on-call rotation for critical incidents, providing timely support and resolution outside regular business hours.
• Attend Client Service Review meetings as required.
• Participate in Problem Management activities to identify recurring issues and develop long-term solutions.
• Engage in R&D activities to explore and evaluate new technologies and test new firmware or hardware for potential implementation.

Skills and Experience:

Working with enterprise-level networking technologies and environments, with advanced knowledge of network technologies, protocols, architectures, and security principles, with at least 8 years of experience:

• in technical support or network administration, with a focus on handling escalated issues and providing advanced troubleshooting
• hands-on in enterprise network operations (e.g., routing, switching, firewall management, WAN/LAN, VPN, SD-WAN.

Self-driven with a proven record of developing high-quality, commercially viable, technical solutions:

• Able to effectively engage with technical colleagues, suppliers and clients on technical and conceptual levels, and clearly articulate complex conceptual designs during whiteboard discussions.
• Good command of English with strong written and oral communication skills.
• Confident and tenacious individual who understands the importance of ownership and accountability, and able to work under pressure and within tight deadlines to produce excellent quality output.
• Strong analytical skills with ability to perform root cause analysis.
• Experience mentoring junior team members and providing technical leadership.
• Desire and ability to learn new technologies quickly and engage with third party network solutions providers.

Qualifications

• Bachelor's degree in computer science or related field or equivalent.
• Vendor Certifications such as VMware Foundation and Cato CCA equivalent are required.
• Other certifications such as CCNP, CompTIA Network+ and Security+ or equivalent are highly desirable.

What's on offer

• A chance to work with cutting-edge technology.
• Collaborative and agile work environment.
• We will support your professional development.
• Flexible work culture: hybrid work arrangement with regular in-person strategy sessions.
• Competitive compensation package and benefits.
• A friendly, team-focused, and motivated working environment.