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 Show more Show less
