Managed Services Engineer

The Senior Managed Services Engineer is responsible for the delivery, operation, and continuous improvement of RISE’s managed services portfolio - starting with managed firewall (Fortigate) and expanding into managed SD-WAN and broader security services. Working within the Network Operations team, this senior technical role will operate customer-premises and cloud-managed equipment, act as the senior escalation point for managed services customers, and partner with the Network Design team to productise and lab-test new managed offers. This is a hands-on, client-facing role that combines deep network security engineering with service delivery discipline. The successful candidate will help to shape the operating model, tooling, and documentation that define how RISE delivers managed services at scale.

• Managed Firewall Operations - own the end-to-end lifecycle of customer-deployed firewalls (primarily Fortigate; other vendors as the portfolio grows): provisioning, security policy configuration, troubleshooting, ongoing security posture tuning (firewall policy, IPS, AV, web filtering, application control, SSL inspection), firmware management, HA, license and subscription management, backup/restore and health monitoring. Operate multi-tenant management platforms such as FortiManager with ADOM segmentation. • SD-WAN Deployment and Day-2 Management - Design, deploy, optimise and troubleshoot SD-WAN solutions for business customers. Review and document customer solution designs. Assist with planning and execution of customer network migrations. This includes overlay/underlay architecture, application-aware path selection, performance SLA configuration, site-to-site and remote-access VPN topologies, zero-touch branch provisioning, FEC/packet duplication for latency-sensitive applications, and integration with MPLS, broadband and LTE/5G underlay transports. • Client-Facing Technical Support - Serve as the escalation point for managed services customers. Conduct customer onboarding, design reviews, change-window execution, root-cause analysis and post-incident reporting. Communicate technical findings clearly to customer IT managers and decision-makers. • Product Development and Testing - Support the Network Design team in scoping, lab-testing and productising new managed service offerings (e.g., managed SD-WAN tiers, SASE/ZTNA, managed DDoS, managed Wi-Fi/LAN). Produce test plans, operational runbooks and acceptance criteria for new services before go-live. Provide input towards creation of HLD/LLD documentation. • Documentation, Automation and Knowledge Transfer - Author and maintain configuration templates, runbooks, standard operating procedures and customer service designs. Identify and implement automation opportunities (vendor APIs, scripting, orchestration tools) to scale the practice efficiently. Mentor the wider Network Operations team on managed services procedures and progressively transfer routine operational tasks. • Service Governance - Contribute to SLA reporting, customer service reviews, capacity planning and change advisory processes. Ensure compliance with RISE’s information security and customer data handling policies. • Data Privacy & Security Governance - Lead the Network Operations team in data privacy & security process; ensuring secure handling of sensitive data is paramount. Maintain confidentiality, adhere to internal policies and data protection regulations when handling customer or internal data, including network, security and other sensitive information. • A constant focus on service improvement, operational efficiency and customer satisfaction

Required: • 5–7 years of hands-on experience in network security engineering, with at least 2 years in a managed services, MSSP or service-provider environment • Strong production experience with next-generation firewalls — Fortigate (FortiOS) required; additional experience with Palo Alto, Cisco, Check Point or similar platforms is a strong plus • In-depth knowledge of security best practices, including trust domain segmentation, identity management, security policies, governance, threat prevention and response • Demonstrated scaled SD-WAN deployment and operations experience (any major vendor: Fortinet, Cisco Viptela/Meraki, VMware VeloCloud, Versa, Aruba EdgeConnect, or similar) • Experience with centralised management and logging/analytics platforms (e.g., FortiManager, FortiAnalyzer, Panorama, or equivalent) • Advanced IP routing and switching skills: BGP, OSPF, complex routing policies, high-availability protocols, VLAN/802.1Q, STP, QoS and traffic shaping • Strong knowledge of SD-WAN technologies, topologies and best practices, including site-to-site and remote-access VPN technologies, tunnelling protocols such as IPsec/DTLS, high availability, load balancing • Working knowledge of NGFW security features: IPS, application control, web filtering, antivirus, SSL/TLS deep packet inspection, DLP fundamentals • Familiarity with ITIL-aligned service management practices: incident, change, problem and configuration management; comfortable working to defined customer SLAs • Strong oral and written English communication skills; ability to lead technical discussions with customers and translate complex issues into clear, actionable language • Able to analyse problems, issues and needs and provide robust but adaptable solutions which meet current and future requirements • Effectively plans and organises own workload; capable of working under pressure and using own initiative with minimal supervision • Team player who contributes ideas and actively mentors colleagues; comfortable being the founding member of a new practice area • Strong general computer system skills (e.g., web interfaces, command line, Linux/bash) Strongly Preferred: • Fortinet NSE 4 (FCP FortiGate) or above, or equivalent vendor certification (e.g., PCNSA, CCNP Security) • A general security certification such as CompTIA Security+, CISSP Associate, or equivalent • Ability to use a scripting or automation language such as Python, Ansible, or Terraform; experience with vendor REST APIs for device orchestration • Experience with SASE/ZTNA architectures and cloud-edge security (e.g., FortiSASE, Prisma Access, Zscaler, Cato) • Exposure to SIEM or security analytics platforms (e.g., FortiSIEM, FortiSOAR, Splunk, ELK) • Prior experience at an ISP, telco, carrier or wholesale network operator • Experience managing Linux-based network tools and monitoring platforms (e.g., Cacti, LibreNMS, Nagios, Zabbix

• Will be based in the RISE Cebu or Manila office • Travel may be required to other locations or customer sites depending on Company needs • Overtime may be required • Shift schedule as determined by the immediate lead • On-call duties may apply • May be required to work nights • May be required to work on weekends