L2 Network & Security Engineer to manage day-to-day operations, incidents, standard changes, and service tasks via ServiceNow. Provides 24x7 operational support for core enterprise infrastructure and application connectivity .You will also be required to liaise closely with the customer’s key stakeholders, which may include incident response and disaster recovery teams as well as information security. Responsibilities • Operations & ITSM: Resolve L2 incidents, execute Change Requests (CRs), and handle service tasks in ServiceNow following ITIL processes. • Security (Palo Alto & Zscaler): Administer Palo Alto firewall policies, NAT, and VPNs. Troubleshoot Zscaler (ZIA/ZPA) user access, cloud proxies, and Client Connector (ZCC) issues. • Network & Wireless: Troubleshoot BGP, OSPF, VLANs, and switching protocols. Monitor and fix enterprise Wi-Fi using Juniper Mist. • Core DDI (Infoblox): Manage DNS records (A, CNAME, PTR), DHCP scopes, and IP Address Management (IPAM). • Escalate critical or complex issues to L3 teams with detailed technical analysis and recommendations. • Participate in major incident management, post-incident reviews, and root cause analysis activities. • Own incidents through to resolution within L2 scope while ensuring clear communication with customers, stakeholders and within the Team. • Perform detailed analysis of security and network events, identify incidents, and implement corrective actions. • Manage and assist with firewall rule changes, policy optimizations, upgrades, migrations, and configuration updates. Tech Stack & Certifications • Technologies: Palo Alto, Zscaler (ZIA/ZPA), Juniper Mist Wi-Fi, Infoblox DDI, Routing & Switching (BGP/OSPF/VLANs), ServiceNow. • Certifications (Preferred): PCNSA, ZCCA/ZCCP, CCNA/JNCIA. Soft Skills • Self-motivated, proactive, and customer-focused professional. • Strong analytical, troubleshooting, and problem-solving abilities. • Excellent organizational and time-management skills. • Ability to prioritize multiple incidents in a fast-paced operational environment. • Strong verbal and written communication skills with technical and non-technical stakeholders. • Demonstrated commitment to customer satisfaction and continuous improvement. • Ability to work independently while collaborating effectively across teams. • Willingness to work flexible schedules and support critical customer situations. About Rackspace Technology Rackspace Technology is the trusted operator of the full enterprise AI stack, from governed private cloud to AI inference and agents in production. From edge to core to cloud, we operate the infrastructure, data layer, and software integration to deliver business outcomes with the predictable cost, reliability, security, and compliance that regulated and mission-critical environments demand. We support customers in more than 120 countries with AI capabilities spanning private cloud, public cloud, applications, data and cyber resilience. More on Rackspace Technology Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know. Embrace Technology. Empower Customers. Deliver the Future. Excellence: We’re an accountable, disciplined, high-performing company with proven results. Customer-driven: We’re proactive, collaborative and committed to success for our customers. Expertise: We’re passionate learners, rooted in our customers’ business to provide unbiased solutions. Agility: We’re adopting new technologies and evolving services to meet customers where they are in their journey. Compassion: We’re one team, doing the right thing for our customers, communities and each other. We’re looking for team members who are ready to unleash their creativity, collaborate with talented coworkers and make a lasting impact in the IT field. Could that be you?

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