Network Support Team Leader

Xalient; Philippines; Remote; PHP 5,044,000 - 7,566,000; Full time

Benefits offered by this job

Remote working

On-call rotation

Job summary

Xalient is seeking a Network Support Team Lead (Level 3) in the Philippines to lead a dedicated Level 3 engineering team for a key account, covering Aruba EdgeConnect SD-WAN, LAN and Wi‑Fi. The role is predominantly hands-on (80%) with 20% leadership, and follows UK and US Central core hours.

You’ll own escalations, coordinate with Incident Managers and vendors, conduct one-to-ones, and drive improvements in documentation and automation.

Qualifications

• Minimum 5 years in a senior network support, escalation or engineering role within MSP/enterprise NOC, with at least 2 years in a team lead or senior escalation role.
• Hands-on Aruba Networking production experience including EdgeConnect, LAN switching and Wi-Fi.
• Strong ITIL knowledge and incident/change/problem management.
• Experience supporting UK and/or US key accounts with rotating core hours.

Responsibilities

• Lead, manage and develop a team of Level 3 engineers aligned to the key account, including one-to-ones and performance reviews.
• Deliver hands-on technical support for complex incidents, changes and problems across Aruba SD-WAN, LAN, Wi‑Fi, and ClearPass.
• Act as the senior escalation point and primary technical contact for key account stakeholders.
• Own and coordinate escalations, incidents, service requests and changes within the team ensuring SLA compliance.
• Coordinate with Incident Manager during major incidents and drive resolution timelines and communications.
• Plan and review network changes and firmware upgrades, coordinate vendor escalations (HPE Aruba, Fortinet, Cisco).
• Lead root cause analysis and drive improvements in documentation, monitoring and automation.

Skills

Leadership

Hands-on engineering

Technical escalation

ITIL processes

Customer communication

Rotations & scheduling

Education

ITIL Foundation certification

Aruba ACSP/ACSX

Aruba ACMP/ACMX

Fortinet FCSS/FCP

Cisco TAC experience

Tools

Aruba EdgeConnect

Aruba LAN (ProCurve/AOS-S, AOS-CX)

Aruba Central

Aruba ClearPass

Fortinet FortiGate

Cisco TAC

Job description

Competitive salary, remote working, plus other benefits

We're looking for a Network Support Team Lead (Level 3) to join Xalient's Global Networking & Security Services team. You will lead a dedicated team of Philippines-based Level 3 engineers aligned to a key account customer, working within the key operating hours of this account, while also gaining exposure to other Xalient Managed Services customers operating on the same technology stack.

This is a predominantly hands-on role, with around 80% of time spent on engineering and 20% on team leadership. The Team Lead is the senior technical escalation point for the account’s LAN, SD-WAN, Wi-Fi, network access control and network security environment, which is primarily based on HPE Aruba Networking (EdgeConnect SD-WAN, ProCurve/AOS-S and AOS-CX switching, Aruba Central, Aruba ClearPass and Aruba Wi-Fi).

As a leader, you will conduct one-to-ones, contribute to performance reviews, plan team coverage across both core-hour rotations and take full ownership of the team’s output, working closely with Customer Delivery and Customer Success Managers, Incident Managers, vendors and customer stakeholders.

The role is Monday to Friday and rotates between UK core hours (8:00 AM – 5:00 PM UK time, i.e. 3:00 PM – 12:00 AM or 4:00 PM – 1:00 AM PHT depending on daylight saving) and US Central core hours (8:00 AM – 5:00 PM CST/CDT, i.e. 9:00 PM – 6:00 AM or 10:00 PM – 7:00 AM PHT). Participation in an out-of-hours on-call rota may be required to support major or critical incidents.

What you’ll be doing

• Leading, managing and developing a team of Level 3 engineers aligned to the key account, including one-to-ones, performance reviews, mentoring, onboarding, rota planning and absence cover
• Delivering hands-on technical support for complex incidents, changes and problems across Aruba SD-WAN (EdgeConnect), Aruba LAN (ProCurve/AOS-S and AOS-CX), Aruba Wi-Fi, Aruba Central and Aruba ClearPass
• Acting as the senior technical escalation point and primary technical contact for key account stakeholders, supporting the CDM/CSM in service reviews and operational meetings
• Owning and coordinating all escalations, incidents, service requests and changes within the team, ensuring appropriate prioritisation and SLA compliance
• Coordinating with the Incident Manager during major incidents, contributing technical expertise and helping manage resolution timelines and communications
• Planning and reviewing network changes and firmware upgrades, and coordinating vendor escalations with HPE Aruba, Fortinet and Cisco TAC
• Leading root cause analysis and problem management, and driving improvements in documentation, monitoring and automation

Requirements

• Minimum 5 years of experience in a senior network support, escalation or engineering role within an MSP or enterprise NOC environment, including at least 2 years in a team lead, squad lead or senior escalation role
• Extensive hands-on experience with HPE Aruba Networking in production, including EdgeConnect (Silver Peak) SD-WAN, ProCurve/AOS-S and AOS-CX switching, Aruba Central and Aruba Wi-Fi
• Strong experience with Aruba ClearPass, including 802.1X, RADIUS/TACACS+, device profiling and policy enforcement
• Fortinet skills are highly desirable, including FortiGate firewalls, Fortinet SD-WAN, FortiManager and FortiAnalyzer, and Cisco skills are also desirable
• People management experience, including one-to-ones, performance reviews, rota planning and workload prioritisation
• Proven track record of resolving P1/P2 incidents and leading technical response during major incidents, with a solid understanding of ITIL processes
• Experience supporting UK and/or US-based key accounts, with the flexibility to work rotating UK and US Central core hours, Monday to Friday
• Excellent communication, documentation and coaching skills, with the confidence to engage directly with customer stakeholders and vendors

Education

ITIL Foundation certification is desirable, or a demonstrable understanding of incident, change, and problem management processes in an ITIL-aligned environment. Experience with ServiceNow is desired.

Minimum of one expert-level certification or multiple advanced-level certifications, with HPE Aruba Networking certifications strongly preferred, including:

• Aruba ACSP/ACSX – Switching
• Aruba ACMP/ACMX – Mobility (Wi‑Fi)
• Silver Peak/Aruba EdgeConnect ACSDP or ACDSX
• Aruba ClearPass ACCP or ACCX
• Fortinet FCP or FCSS (highly desirable)

Company Description

Xalient is a global boutique specialising in the convergence of identity-driven security and secure networking. We help the world’s leading enterprises stay secure, connected, and ready for the future - bringing together deep technical expertise, business insight, and AI-powered innovation to solve the complex challenges of modern digital businesses.

Independent by design and driven by a passion for exceptional service, Xalient combines global reach with the agility and customer intimacy of a boutique provider. Our advisory, professional, and managed services teams operate across the UK, US, EMEA and Asia - delivering fast, tangible outcomes and long‑term impact.

Xalient is trusted by forward-thinking enterprises to reduce risk, optimise performance, and navigate today’s digital complexity with confidence.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.