• Serve as the top-tier technical escalation point for complex network incidents. • Own high-impact issues end-to-end, including RCA, vendor engagement, and remediation planning. • Troubleshoot across multi-vendor routing, switching, firewall, and SD-WAN environments. • Mentor Level-1 and Level-2 engineers and provide knowledge transfer across the team. • Participate in client meetings (20–25%) as a network subject-matter expert to support Sales and Account Management teams. • Provide technical clarification of services, architectures, and capabilities during presales discussions. • Contribute to proactive assessments, improvement plans, and change/problem/release management. • Maintain clear, high-quality documentation and communication within ServiceNow.