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