Consultant

Job Description

• Act as the final technical escalation point (Level 4) for major incidents, complex problems, and high-risk changes.
• Provide expert-level technical guidance to both internal teams and external stakeholders to drive swift and effective resolutions.
• Lead deep root-cause analysis and define permanent corrective actions.
• Build, review, and validate solution designs and High-Level Designs (HLDs) based on requirements.
• Troubleshoot and support all kinds of complex infrastructure issues.
• Define and govern configuration standards, templates, and technical best practices.
• Provide expert-level mentorship to L2 and L3 engineers and stakeholders.
• Follow ITIL/ITSM best practices and processes.
• Act as a trusted Technical Subject Matter Expert (SME) for enterprise customers, building strong relationships and demonstrating a thorough understanding of their network environments, business priorities, and service expectations.
• Deliver proactive and reactive network support, anticipating potential failures before they impact customers and responding decisively when incidents arise—always with a focus on maintaining SLA compliance and service continuity.
• Represent the team in Change Advisory Board (CAB) meetings, contributing technical expertise to change evaluation, risk assessment, and approval decisions to safeguard network stability.
• Coordinate and collaborate with third-party vendors—including Cisco, Juniper, Fortinet, and others—to manage technical escalations, track open cases, and ensure timely resolution of hardware and software issues.
• Engage proactively with customers across both voice and digital channels, communicating technical updates in a clear, professional, and empathetic manner that reinforces trust and confidence in Infosys’s services.
• Provide technical mentorship and day-to-day guidance to other engineers, contributing to team capability development and fostering a culture of continuous improvement and knowledge sharing.
• Assess customer IT environments to identify gaps, recommend enhancements, and propose forward-looking solutions that support their business objectives and long-term technology roadmap.
• Develop and implement strategies to enhance the performance, resilience, scalability, and maintainability of managed network environments.
• Ensure all project and operational activities are aligned with organizational goals, enterprise architecture principles, and relevant compliance and governance frameworks.
• Produce and maintain high-quality technical documentation, including architecture records, design decisions, runbooks, and change workflows, in accordance with industry standards.
• Stay current with emerging technologies, industry trends, and vendor developments, proactively integrating new knowledge into team practices and customer engagements.

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Telecommunications, or a related discipline.
• A minimum of 15 years of progressive in enterprise network, infrastructure, and security engineering.
• At least 10 years of experience in customer-facing technical support roles, preferably within a NOC, managed services, or similar operational setting.
• At least 10 years of experience in a senior technical Subject Matter Expert role covering 2-3 core multivendor technologies.
• Current CCIE certification or equivalent (e.g. Juniper JNCIE, Fortinet NSE 7 or NSE 8, Aruba Certified Mobility Expert (ACMX), Arista ACE (Expert)
• Proven experience with technologies Palo Alto, Aruba, Netscaler, Fortigate, Juniper, Cradle Point, and Checkpoint, Splunk, Routing, Switching, SD-WAN.
• Demonstrated experience working within ITSM/ITIL frameworks, including incident, problem, change, and request management processes.
• Hands-on experience with enterprise monitoring tools and ticketing systems, with the ability to interpret alerts, trends, and data to drive proactive action.
• Strong understanding of SLA management principles and a consistent track record of meeting or exceeding customer service commitments.
• Experience in escalations handling and management.
• Ability to participate in on-call roster arrangements to handle after hours escalations.
• Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts clearly to both technical and non-technical audiences.
• High attention to detail, strong analytical thinking, and structured problem-solving capabilities under pressure.
• A proactive, self-motivated approach to learning, with an appetite for staying ahead of emerging industry developments and vendor capabilities.
• Strong collaborative instincts and the ability to build effective working relationships across technical teams, customers, and senior stakeholders.
• Excellent customer-facing skills, with a professional, empathetic, and solutions-oriented approach to every interaction.
• Superior written and verbal communication skills, enabling clear and effective engagement across all levels of the organisation.
• Exceptional attention to detail and analytical rigour, with a disciplined approach to problem-solving and decision-making.

• Prior experience of 15yrs in a Telco or ISP environment is highly regarded and will be considered a significant advantage.
• Experience working in or supporting Australian government or public sector environments, including familiarity with relevant security and compliance frameworks.
• Demonstrated involvement in large-scale network transformation, migration, or modernisation projects within enterprise settings.
• Relevant industry certifications such as CCNP, JNCIP, Fortinet NSE, or ITIL Foundation are highly desirable.

1. Excellent customer-facing skills
2. Excellent written and verbal communication skills
3. Strong attention to detail and outstanding analytical and problem-solving skills.

• Income Protection Insurance
• Paid Parental and Volunteer leaves
• Employee Assistance Program (EAP)
• Flexible working arrangements (hybrid, reviewed case-by-case basis)
• Health Insurance Discount and Well-being Program
• Access to Fitness and Gym Memberships
• Salary packaging and novated leasing

• Role Designation description: Senior Consultant