SOC L3 Engineer

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Role Overview

SOC L3 Engineer

Key Responsibilities

Customer Support

• Respond promptly to customer inquiries, troubleshoot, and resolve complex security/network issues related to Palo Alto, Zscaler, Akamai WAF, and SRX Firewalls.
• Provide both remote and on-site assistance ensuring minimal downtime and timely resolution.
• Act as SME (Subject Matter Expert) for the deployed technologies and processes.
  

Maintenance Window Support

• Collaborate with client and network operations teams to plan and execute maintenance windows effectively.
• Define actions, objectives, and create/review Method of Procedures (MOPs) including execution steps, fallback/recovery options, and validation benchmarks.
• Ensure strong technical governance to guarantee successful maintenance outcomes with minimal risk.
• Provide technical oversight during maintenance execution.
  

Incident & Problem Management

• Perform root-cause analysis (RCA) at both network infrastructure and application levels.
• Develop and deliver detailed RCA reports with corrective and preventive action plans.
• Work with Cisco TAC and other stakeholders to replicate issues, drive RCA, and ensure resolution.
• Shorten resolution time during high-severity/complex cases using deep knowledge of customer network and operations.
  

Leadership & SME Role

• Act as Shift Lead, managing SOC operations during assigned shifts.
• Guide L1/L2 engineers, ensure escalations are handled within SLA, and drive best practices.
• Serve as technical authority and escalation point for security technologies and incident response.
  

Mandatory Technical Skills

• Hands-on expertise in:
• Palo Alto Firewalls
• Zscaler Internet Access / Zscaler Private Access
• Akamai WAF (Web Application Firewall)
• Juniper SRX Firewalls
• In-depth knowledge of product architecture and packet flow for above technologies.
• Strong knowledge of SOC processes, incident response, and security monitoring.
• Experience with problem/incident/change management frameworks.
  

Preferred Skills

• Experience in BFSI environments with high availability and critical infrastructure support.
• Familiarity with ITIL practices.
• Strong communication skills for stakeholder management and technical reporting.
• Ability to act as creative problem solver and handle high-pressure escalations.
  

Soft Skills

• Excellent communication and presentation skills.
• Strong leadership qualities with the ability to act as Shift Lead.
• Customer-oriented, collaborative, and proactive mindset.
• Flexibility to work extended/rotational shifts as required.