Remote Network Support Team Lead — Aruba SD-WAN & LAN

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

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.