Assistant Manager - Cloud & Security Customer Service Operations

About The Company

• Paulo Alto.
• Z Scalar
• Akamai WAF
• SRX Firewall.
  

• 1. SOC L3 Role.
• 2. SME for the products being executed.
• 3. Shift Lead for process being executed
• 4. Need to have knowledge of product architecture along with the packet flow information on the technologies mentioned above.
  

• This position is based on-site in Navi Mumbai, India, and will be focused on supporting one or more of the largest BFSI (Banking, Financial Services, and Insurance) customers for Cisco. The successful
• Candidate will have the opportunity to work closely with key stakeholders in a dynamic and critical business environment.
• Work Schedule:
• The role requires flexibility in working hours to accommodate the needs of our customer base.
• You will be expected to work in rotating shifts to ensure 24/7 support coverage.
• Role is 100% on-site
  

• Respond promptly to customer inquiries, troubleshoot, and resolve issues related to
  

• Provide remote support and on-site assistance as required, ensuring timely issue resolution.
  

Maintenance Window Support

• Collaborate with clients and network operators to plan and execute maintenance windows effectively.
• Creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues.
• Define Maintenance Window Actions, Objectives, and review or prepare Method of Procedures (MOP) encompassing Execution Steps, Timing, Plan-B/Recovery Options Validation Steps/Methods, and benchmarks.
• Ensure technical governance of the maintenance window to guarantee a successful outcome.
• Lead or contribute to Systems/Service recovery plans for potential failure scenarios.
• Provide problem root-cause analysis at the network infrastructure and application level and produce detailed technical reports that include root causes, next steps and recommendations for corrective and preventive actions.
• Work with TAC team to recreate the issue and drive towards root-cause analysis
• Shorten the time to resolution during complex situations by using knowledge of the customer network and their operations.
• Provide technical oversight during maintenance window execution, ensuring adherence to established procedures and minimizing service interruptions.