SOC L2

Job Description

Domain 1. SOC L2 Role. 2. Good Knowledge for the products being executed. 3. Troubleshooting network issues and executing network changes. Work Schedule: 1. The role requires flexibility in working hours to accommodate the needs of our customer 2. base. 3. You will be expected to work in rotating shifts to ensure 24/7 support coverage. 4. Role is 100% on-site Key Responsibilities: Customer Support: 1. Respond promptly to customer inquiries, troubleshoot, and resolve issues related to target technologies. 2. Provide remote support and on-site assistance as required, ensuring timely issue resolution. Maintenance Window Support: 1. Collaborate with clients and network operators to plan and execute maintenance windows effectively. 2. Creative problem solver, comfortable with challenging the status quo and rapidly responding to escalated issues. 3. 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. 4. Ensure technical governance of the maintenance window to guarantee a successful outcome. 5. Lead or contribute to Systems/Service recovery plans for potential failure scenarios. 6. 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. 7. Work with TAC team to recreate the issue and drive towards root-cause analysis 8. Shorten the time to resolution during complex situations by using knowledge of the customer network and their operations. 9. Provide technical oversight during maintenance window execution, ensuring adherence to established procedures and minimizing service interruptions. Skill Criteria 1. Should have good knowledge on the product architecture. 2. Should be able to assess the strengths and weaknesses of the products. 3. Should know the packet flow in the network for troubleshooting at L3 level 4. Good with understanding network architecture 5. Good understanding of Proxy and reverse proxy 6. Knowledge of DDOS understanding 7. Knowledge of DNS understanding