The Role

　　The purpose of the role is to maximise the operational performance of WTW services and maintain a strong secure posture. The role is accountable for the support of complex issues, controlling policy & compliance and supporting change activities. This role ensures the technical success of network services within the WTW environment in a Tier 3 capacity.

　　Duties and Responsibilities

　　Support the end-to-end operational network security and SASE infrastructure within WTW 24x7. Responsible for working through complex issues escalated by Tier 2 or the Major incident team to ensure highly available network service that meets business objectives and SLAs.

　　Restore service and complete root cause analysis of all incidents, driving actions to mitigate the root cause and remove risk of reoccurrence.

　　Implement changes to the environment in a controlled manner, with implementation and test plans.

　　Implement new and improved processes, change processes. Evaluate and recommend changes and/or technology upgrades to address performance, standardization, and industry best practices.

　　Provide technical leadership during major incidents and drive to quick resolutions.

　　Provide technical support to Audit & Compliance, Capacity Management, Lifecycle Management, Vulnerability Management and Risk Management. Functions.

　　Coach team members on a proactive basis, raising the team’s overall technical acumen.

　　Work with service providers to ensure the proper level of technical acumen and quality are executed within the contracted services.

　　Working within an ITIL based Management framework that includes incident management, problem management, change management. release management, capacity management, BAU change, and network projects.

　　Support the delivery of all Operational processes, policies, standards and procedures across WTW which includes documentation, training, audit, and improvements.

　　Engaging with internal and external stakeholders, managing customer expectation and satisfaction.

　　The Requirements

　　Bachelor’s degree in Computer Science, Engineering, Information Technology strongly preferred, or relevant industry experience in related field.

　　Minimum 7 years’ experience in IT or Telecoms industry.

　　Network Security management experience. Firewall, Proxy, Prisma Access, Cisco ISE. Meraki experience would be advantageous.

　　Experience of Operations - Incident, Change & Problem Management principles.

　　Technical / professional qualifications: Palo Alto network security qualification, Cisco CCNA & ITIL 4 Foundation. Azure Fundamentals advantageous.

　　Experience in working in collaborative environment.

　　Strong conceptual and creative skills.

　　Ability to blend creativity, problem solving, and technical skills for refining existing concepts or developing new approaches.

　　Ability to enable changes in the business processes and ability to work cooperatively with stakeholders and peers is essential.

　　Ability to present and explain technical information in a way that establishes rapport, persuades others, and gains understanding.

　　Ability to work under pressure and to resolve issues effectively.

　　Excellent interpersonal and communication skills.

　　Willing to work on a rotating shift.

　　WTW is an Equal Opportunity Employer