Managed Service Engineer

Salary: ₱80,000 – ₱120,000 per month

About the role

RISE is building a dedicated Managed Services practice to complement its core ISP infrastructure, serving business customers with fully managed network security and connectivity solutions. The Senior Managed Services Engineer is responsible for the delivery, operation, and continuous improvement of RISE's managed services portfolio - starting with managed firewall (Fortigate) and expanding into managed SD-WAN and broader security services. Working within the Network Operations team, this senior technical role will operate customer-premises and cloud-managed equipment, act as the senior escalation point for managed services customers, and partner with the Network Design team to productise and lab-test new managed offers. This is a hands-on, client-facing role that combines deep network security engineering with service delivery discipline.

Key responsibilities

• Own the end-to-end lifecycle of customer-deployed firewalls (primarily Fortigate; other vendors as the portfolio grows): provisioning, security policy configuration, troubleshooting, ongoing security posture tuning (firewall policy, IPS, AV, web filtering, application control, SSL inspection), firmware management, HA, license and subscription management, backup/restore and health monitoring. Operate multi-tenant management platforms such as FortiManager with ADOM segmentation.
• Design, deploy, optimise and troubleshoot SD-WAN solutions for business customers. Review and document customer solution designs. Assist with planning and execution of customer network migrations. This includes overlay/underlay architecture, application-aware path selection, performance SLA configuration, site-to-site and remote-access VPN topologies, zero-touch branch provisioning, FEC/packet duplication for latency-sensitive applications, and integration with MPLS, broadband and LTE/5G underlay transports.
• Serve as the escalation point for managed services customers. Conduct customer onboarding, design reviews, change-window execution, root-cause analysis and post-incident reporting. Communicate technical findings clearly to customer IT managers and decision-makers.
• Support the Network Design team in scoping, lab-testing and productising new managed service offerings (e.g., managed SD-WAN tiers, SASE/ZTNA, managed DDoS, managed Wi-Fi/LAN). Produce test plans, operational runbooks and acceptance criteria for new services before go-live. Provide input towards creation of HLD/LLD documentation.
• Author and maintain configuration templates, runbooks, standard operating procedures and customer service designs. Identify and implement automation opportunities (vendor APIs, scripting, orchestration tools) to scale the practice efficiently. Mentor the wider Network Operations team on managed services procedures and progressively transfer routine operational tasks.
• Contribute to SLA reporting, customer service reviews, capacity planning and change advisory processes. Ensure compliance with RISE's information security and customer data handling policies.
• Lead the Network Operations team in data privacy and security process; ensure secure handling of sensitive data is paramount. Maintain confidentiality, adhere to internal policies and data protection regulations when handling customer or internal data, including network, security and other sensitive information.
• Maintain a constant focus on service improvement, operational efficiency and customer satisfaction.

About you

• 5–7 years of hands-on experience in network security engineering, with at least 2 years in a managed services, MSSP or service-provider environment
• Strong production experience with next-generation firewalls — Fortigate (FortiOS) required; additional experience with Palo Alto, Cisco, Check Point or similar platforms is a strong plus
• In-depth knowledge of security best practices, including trust domain segmentation, identity management, security policies, governance, threat prevention and response
• Demonstrated scaled SD-WAN deployment and operations experience (any major vendor: Fortinet, Cisco Viptela/Meraki, VMware VeloCloud, Versa, Aruba EdgeConnect, or similar)
• Experience with centralised management and logging/analytics platforms (e.g., FortiManager, FortiAnalyzer, Panorama, or equivalent)
• Advanced IP routing and switching skills: BGP, OSPF, complex routing policies, high-availability protocols, VLAN/802.1Q, STP, QoS and traffic shaping
• Strong knowledge of SD-WAN technologies, topologies and best practices, including site-to-site and remote-access VPN technologies, tunnelling protocols such as IPsec/DTLS, high availability, load balancing
• Working knowledge of NGFW security features: IPS, application control, web filtering, antivirus, SSL/TLS deep packet inspection, DLP fundamentals
• Familiarity with ITIL-aligned service management practices: incident, change, problem and configuration management; comfortable working to defined customer SLAs
• Strong oral and written English communication skills; ability to lead technical discussions with customers and translate complex issues into clear, actionable language
• Able to analyse problems, issues and needs and provide robust but adaptable solutions which meet current and future requirements
• Effectively plans and organises own workload; capable of working under pressure and using own initiative with minimal supervision
• Team player who contributes ideas and actively mentors colleagues; comfortable being the founding member of a new practice area
• Strong general computer system skills (e.g., web interfaces, command line, Linux/bash)

About us

RISE (Responsible Internet Sustainability Effort Inc.) is building a dedicated Managed Services practice to complement its core ISP infrastructure, serving business customers with fully managed network security and connectivity solutions.