Senior Network & Security Incident Engineer

Universal Access and Systems Solutions Inc.; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Universal Access and Systems Solutions Inc. is seeking a Senior Network & Security Engineer (Customer Support) to act as a senior escalation resource for complex network and cybersecurity incidents across enterprise environments.

You will lead incident resolution, perform RCA, and coordinate vendor escalations while communicating with customers and internal teams. The role covers NGFW, NAC (Aruba ClearPass, Cisco ISE), endpoint security, SSE/SASE, and Zero Trust architectures, with a focus on

Qualifications

• Bachelor's degree in Engineering, CS, IT, or related field.
• 3–5 years of experience supporting, administering, and troubleshooting enterprise network and security solutions.
• Hands-on experience diagnosing and resolving complex network and cybersecurity issues.
• Experience handling critical incidents, customer escalations, and high-priority technical issues.
• Experience conducting RCA and producing incident documentation; experience managing vendor TAC engagements.
• Strong understanding of incident management, escalation processes, and SLA-driven support environments.
• Professional-level security certifications from at least two security technology vendors, CCNA required.
• Excellent verbal and written communication skills with the ability to explain technical concepts to diverse stakeholders.

Responsibilities

• Lead the investigation, troubleshooting, and resolution of critical, complex, and escalated network and security incidents, ensuring timely restoration of services and corrective actions.
• Own incidents throughout the support lifecycle, acting as the primary escalation point during major incidents and customer-impacting events.
• Conduct, document, and present RCA findings, post-incident reviews, and recommendations to prevent recurrence.
• Coordinate escalations with vendor TACs and support organizations, ensuring SLAs and timely issue resolution.
• Provide advanced technical support across NGFW, NAC, endpoint security, SSE/SASE, and Zero Trust technologies.
• Collaborate with customers, vendors, and cross-functional teams to diagnose and resolve complex challenges.
• Develop, review, and maintain MOPs, incident reports, RCA reports, preventive maintenance reports, knowledge base articles, and runbooks.
• Identify recurring issues and drive improvement initiatives to enhance service quality and efficiency.

Skills

Incident management

Root Cause Analysis

Vendor coordination

Technical leadership

Customer communications

Documentation

Education

Bachelor's degree in Engineering, Computer Science, Information Technology, or related discipline

Tools

NGFW platforms

NAC (Aruba ClearPass, Cisco ISE)

Endpoint security

SSE/SASE platforms

Zero Trust architectures

Job description

Universal Access and Systems Solutions Inc. is seeking a Senior Network & Security Engineer (Customer Support) to act as a senior escalation resource for complex network and cybersecurity incidents across enterprise environments.

You will lead incident resolution, perform RCA, and coordinate vendor escalations while communicating with customers and internal teams. The role covers NGFW, NAC (Aruba ClearPass, Cisco ISE), endpoint security, SSE/SASE, and Zero Trust architectures, with a focus on