Network Assurance Engineer: Tier 2/3 Incident Expert

HCLTech; Metro Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

HCLTech in Metro Manila is seeking an Associate Consultant to join the Global Service Assurance team. You will lead resolving complex network incidents in a hybrid Cisco/Palo Alto environment while mentoring junior engineers.

As a Tier 2/3 SME, you will partner with clients on maintenance changes, RCA reporting, and process improvements, ensuring adherence to ISO9001/27001 standards and security policies.

Qualifications

• Deep understanding of IP, data protocols, transmission technologies, and core enterprise routing and switching.
• Hands-on experience with Cisco and Palo Alto security/networking environments.
• Structured, logical approach to isolating complex technical anomalies under pressure.
• Polished presentation and interpersonal skills for high-stakes customer interactions.
• Track record of developing engineering talent and sharing knowledge.

Responsibilities

• Advanced Incident Management: Troubleshoot, diagnose, and resolve Tier 2/3 incidents across enterprise Cisco and Palo Alto infrastructures.
• Strategic Customer Partnership: Lead complex maintenance changes, validation testing, and operational service updates with customers.
• Quality & Root Cause Analysis: Author RCA reports, maintain network documentation, collaborate to refine operational quality.
• Technical Mentorship: Deliver structured training and daily mentoring to Tier 1 and Tier 2 engineers.
• Standards & Compliance: Enforce ISO9001/ISO27001 standards and internal security policies.

Skills

IP & routing fundamentals

Cisco & Palo Alto troubleshooting

Analytical problem-solving

Client-facing communication

Mentorship experience

Tools

Cisco devices

Palo Alto Networks

ISO 9001 / ISO 27001

ITIL familiarity

Job description

HCLTech in Metro Manila is seeking an Associate Consultant to join the Global Service Assurance team. You will lead resolving complex network incidents in a hybrid Cisco/Palo Alto environment while mentoring junior engineers.

As a Tier 2/3 SME, you will partner with clients on maintenance changes, RCA reporting, and process improvements, ensuring adherence to ISO9001/27001 standards and security policies.