Senior Manager, Tier 3 Operations Engineering

Comcast•Plano, TX

7d•$111,489 - $183,957

About The Position

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. Job Summary The Tier 3 Operations Engineering Manager is responsible for leading a team of senior engineers providing advanced technical support, escalation management, and infrastructure stability for a Managed Services Provider (MSP). This role ensures the reliability, scalability, and performance of customer environments while driving operational excellence, continuous improvement, and high customer satisfaction. The ideal candidate combines deep technical expertise with strong leadership capabilities and a proactive approach to incident management, problem resolution, and service delivery optimization. Job Description

Requirements

Bachelor’s degree in Information Technology, Engineering, or related field (or equivalent experience)
7+ years of experience in network/infrastructure operations within an MSP or enterprise environment
3+ years of experience in a leadership or management role
Strong hands-on experience with Fortinet technologies, including FortiGate firewalls, FortiManager, and FortiAnalyzer
Strong expertise in networking technologies (routing, switching, firewalls, VPNs, SD-WAN)
Experience with cloud platforms (e.g., AWS, Azure) and hybrid environments
Proven experience managing high-severity incidents and escalations

Nice To Haves

Fortinet certifications (e.g., NSE 4, NSE 5, NSE 7, or equivalent)
Industry certifications (e.g., CCNP/CCIE, AWS/Azure certifications, ITIL)
Experience with monitoring, automation, and ticketing systems (e.g., ServiceNow, SolarWinds, etc.)
Familiarity with DevOps, Infrastructure as Code (IaC), and automation frameworks
Experience managing globally distributed or 24/7 support teams

Responsibilities

Lead, mentor, and develop a team of Tier 3 engineers supporting complex network and infrastructure environments
Provide technical guidance and escalation support for high-severity incidents and critical customer issues
Establish performance expectations, KPIs, and career development plans for team members
Foster a culture of accountability, collaboration, and continuous improvement
Oversee day-to-day Tier 3 operations, ensuring timely resolution of escalations and adherence to SLAs
Act as the final escalation point for critical outages, major incidents, and high-impact service disruptions
Coordinate cross-functional efforts during incident response and root cause analysis (RCA)
Ensure proper documentation, knowledge sharing, and operational runbooks are maintained
Maintain deep understanding of network infrastructure, including routing, switching, firewalls, SD-WAN, cloud, and data center technologies
Provide expert-level oversight and support for Fortinet-based environments, including FortiGate, FortiManager, and FortiAnalyzer platforms
Review and approve complex changes, configurations, and architectural recommendations
Drive standardization and best practices across customer environments
Partner with engineering and architecture teams on design improvements and modernization initiatives
Lead major incident management (MIM) processes, including communication, coordination, and resolution
Ensure thorough root cause analysis is conducted and corrective actions are implemented
Identify recurring issues and drive long-term remediation strategies
Track and report on incident trends, MTTR, and service performance metrics
Serve as a senior technical point of contact for key customers and stakeholders
Participate in customer escalations, service reviews, and executive-level communications
Ensure customer expectations are met or exceeded through proactive support and transparency
Develop and refine operational processes aligned with ITIL best practices
Drive automation and efficiency initiatives to reduce manual effort and improve response times
Ensure compliance with internal policies, security standards, and regulatory requirements
Collaborate with Change Management, Problem Management, and Service Delivery teams