Job
Description
Roles and Responsibilities: . Work on requests, changes, incidents, and problem records to support customers network security environment . Provide technical escalation to L2 support engineers . Provide on call support for high severity incidents in a 24x7 environment . Detect security issues, create customer tickets, and manage problems until closure . Act as point of escalation for the Network Security team and collaborate with internal support teams to ensure timely resolution of issues . Ensure that Service Level Agreements and operational standards are met . Perform system maintenance, check-ups and maintain current documentation . Provide resolution plans for device issues . Propose service, process, and technical improvements to management Requirements: . Mid-level experience and proven knowledge in at least three of different network security products likes Firewalls (Cisco, Palo Alto), Content Filtering (Bluecoats, Websense, McAfee Web gateway) and IDS/IPS . Mid-level networking troubleshooting skills and extensive knowledge of web connectivity and protocols (WCCP, PAC files, TCP/IP, HTTP, HTTPS, SSL, FTP, Telnet, SSH, etc.) . Understanding the integration with authentication protocols such as LDAP, IWA, IWA-direct, SSO, Active directory . At least two mid-level certifications in Network Security from any of the vendors like Cisco, Palo Alto, BlueCoat, SourceFire (PCNSE, CCNP Security etc.) . Over 3-5 years of network troubleshooting experience and at least 2 years Network Security administration and design experience . Bachelor's degree or equivalent experience . Flexible to changing needs of customer, account, and team . Drive for results, ability to grasp complex issues to arrive at optimal solutions . Excellent customer facing communication skills, customer support and knowledge of ITIL best practices . Work Timings: 24/7 work environment, India
