Job Description
Role Summary
We are seeking a Security Level 2 Engineer to handle day-to-day technical issues, incidents, troubleshoots & works on implementing changes for customers at Service Assurance.
He / She would be responsible for managing moderately complex technical issues involving multiple technologies including networking, security, cloud computing, etc. for large global enterprise customers.
Responsible for ensuring incidents are solved & changes are carried out within SLAs agreed with customers.
Essential : Bachelor Degree
Essential : 6 years +// CCNP-SEC/RS, Palo Alto, Cisco ASA Specialist, Fortigate NSE certifications, Z Scalar
Desirable:
- NSE 4 or NSE 5 equivalent or more
- FGSASE or PCNSA
Main Duties and Responsibilities
- Responsible for troubleshooting and resolving technical incidents mainly involving Security and partially networking technologies in the Managed Services customer network.
- Responsible for installation, Service Assurance and Change Management of security devices such as Cisco ASA/FTD Firewalls, FortiGate, Palo Alto & cloud security services.
- This role will require expertise in network security management systems, security infrastructure and customer solutions.
- Individuals will be end to end owner and completely accountable for the resolution, internal and external communications and customer satisfaction during escalated incidents or installations.
- Responsible to liaise with the service provider engineering teams to effectively drive technical teams in the vendor organization to expedite the incident resolution to achieve the agreed SLAs with the customers.
- Responsible for the impact assessment of provider planned events for Security infrastructure.
- Ensure compliance with the GCX work instructions and process to ensure service quality to customers. Handle escalations from customers and be a focal point to all service-related technical queries.
- Individuals will serve as the technical contact for all issues and incidents for both customers and internal core for the Managed Services Global Service Assurance.
- Drive and meet all agreed SLA metrics contracted by GCX and minimize service impacts to customers within established cost parameters and act as point of contact for client and internal requests.
- Mentor the Level 1 engineers in troubleshooting and resolving complex issues. Responsible for identifying permanent fixes and workarounds for known errors and unresolved complex issues.
Key Performance Indicators
- Customer Satisfaction.
- Incident/ Change category-wise MTTR SLAs compliance.
- 100% adherence to the customer design standards, and the documentation compliance in case of changes.
- Preparing technical and testing documentation and supporting testing stages of projects
- >95% achieved in monthly ticket audit.
- 100% resolution of all escalated incidents with permanent fix or workaround.
Requirements
- Extensive hands-on experience in service provider environment in conceptualizing, planning and design of core security infrastructure and managed service solutions to support mission critical customer operations.
- Expertise on relevant standards, routing and switching equipment, tools, industry trends, and enterprise managed VPN, Security and Cloud Computing services.
- Extensive hands-on experience on Palo Alto & Fortigate administration and trouble shooting.
- Must have ability to work to tight deadlines, multitask to manage multiple project workloads and produce good quality work.
- Sense of ownership to see things through to completion.
- Candidates must be confident at presenting and talking to clients and vendors.
- Must be customer oriented with excellent blend of technical knowledge, vendor equipment capabilities, Innovative solution design abilities, documentation skills, and SLA understanding are required.
- Must have good research skills, should be an out-of-box thinker and must have ability to envision services of the future over various platforms, including security, networking, cloud computing, etc.
- Must have working experience in Fault/Configuration /Performance/SLA management, usage measurements, Scripting on Unix platform (Shell, Perl etc) etc.
- You must have complex problem solving and analytical skills. Must have excellent interpersonal communication (both verbal and written), documentation and presentation skills.
- Positive attitude and ability to work under extreme challenging situations. In the previous experience should have demonstrated ability to lead complex technical discussions with customers.
- Effective team player, ability to initiate and establish good relationships with internal partners Operations, Facilities, products / Solutions Engineering, and other Engineering team members
- Should have the ability to work independently with minimal or no supervision.
- Excellent experience in supporting managed services and solutions in service provider background.
- Working experience in solution designing, implementation or break fix role in a service provider environment.
- Expert with Cisco, Fortigate, Juniper, Checkpoint, Palo Alto, Zscaler cloud proxy product and technologies.
- Excellent conceptual understanding of applications layer protocols (FTP, CIFS, MAPI, HTTP, SSL, etc.)
- Experience with SNMP or Netflow based management, monitoring tools and reporting tools.
- Willing to work in 24*7 environment
- Ability to identify issues, analyse root causes, and propose fixes
- Strong communication skills — able to present technical findings in a business-friendly way.
We are seeking a Security Level 2 Engineer to handle day-to-day technical issues, incidents, troubleshoots & works on implementing changes for customers at Service Assurance.
He / She would be responsible for managing moderately complex technical issues involving multiple technologies including networking, security, cloud computing, etc. for large global enterprise customers.
Responsible for ensuring incidents are solved & changes are carried out within SLAs agreed with customers.
Essential : Bachelor Degree
Essential : 6 years +// CCNP-SEC/RS, Palo Alto, Cisco ASA Specialist, Fortigate NSE certifications, Z Scalar
Desirable:
- NSE 4 or NSE 5 equivalent or more
- FGSASE or PCNSA
Main Duties and Responsibilities
- Responsible for troubleshooting and resolving technical incidents mainly involving Security and partially networking technologies in the Managed Services customer network.
- Responsible for installation, Service Assurance and Change Management of security devices such as Cisco ASA/FTD Firewalls, FortiGate, Palo Alto & cloud security services.
- This role will require expertise in network security management systems, security infrastructure and customer solutions.
- Individuals will be end to end owner and completely accountable for the resolution, internal and external communications and customer satisfaction during escalated incidents or installations.
- Responsible to liaise with the service provider engineering teams to effectively drive technical teams in the vendor organization to expedite the incident resolution to achieve the agreed SLAs with the customers.
- Responsible for the impact assessment of provider planned events for Security infrastructure.
- Ensure compliance with the GCX work instructions and process to ensure service quality to customers. Handle escalations from customers and be a focal point to all service-related technical queries.
- Individuals will serve as the technical contact for all issues and incidents for both customers and internal core for the Managed Services Global Service Assurance.
- Drive and meet all agreed SLA metrics contracted by GCX and minimize service impacts to customers within established cost parameters and act as point of contact for client and internal requests.
- Mentor the Level 1 engineers in troubleshooting and resolving complex issues. Responsible for identifying permanent fixes and workarounds for known errors and unresolved complex issues.
Key Performance Indicators
- Customer Satisfaction.
- Incident/ Change category-wise MTTR SLAs compliance.
- 100% adherence to the customer design standards, and the documentation compliance in case of changes.
- Preparing technical and testing documentation and supporting testing stages of projects
- >95% achieved in monthly ticket audit.
- 100% resolution of all escalated incidents with permanent fix or workaround.
Requirements
- Extensive hands-on experience in service provider environment in conceptualizing, planning and design of core security infrastructure and managed service solutions to support mission critical customer operations.
- Expertise on relevant standards, routing and switching equipment, tools, industry trends, and enterprise managed VPN, Security and Cloud Computing services.
- Extensive hands-on experience on Palo Alto & Fortigate administration and trouble shooting.
- Must have ability to work to tight deadlines, multitask to manage multiple project workloads and produce good quality work.
- Sense of ownership to see things through to completion.
- Candidates must be confident at presenting and talking to clients and vendors.
- Must be customer oriented with excellent blend of technical knowledge, vendor equipment capabilities, Innovative solution design abilities, documentation skills, and SLA understanding are required.
- Must have good research skills, should be an out-of-box thinker and must have ability to envision services of the future over various platforms, including security, networking, cloud computing, etc.
- Must have working experience in Fault/Configuration /Performance/SLA management, usage measurements, Scripting on Unix platform (Shell, Perl etc) etc.
- You must have complex problem solving and analytical skills. Must have excellent interpersonal communication (both verbal and written), documentation and presentation skills.
- Positive attitude and ability to work under extreme challenging situations. In the previous experience should have demonstrated ability to lead complex technical discussions with customers.
- Effective team player, ability to initiate and establish good relationships with internal partners Operations, Facilities, products / Solutions Engineering, and other Engineering team members
- Should have the ability to work independently with minimal or no supervision.
- Excellent experience in supporting managed services and solutions in service provider background.
- Working experience in solution designing, implementation or break fix role in a service provider environment.
- Expert with Cisco, Fortigate, Juniper, Checkpoint, Palo Alto, Zscaler cloud proxy product and technologies.
- Excellent conceptual understanding of applications layer protocols (FTP, CIFS, MAPI, HTTP, SSL, etc.)
- Experience with SNMP or Netflow based management, monitoring tools and reporting tools.
- Willing to work in 24*7 environment
- Ability to identify issues, analyse root causes, and propose fixes
- Strong communication skills — able to present technical findings in a business-friendly way.
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