SOC L3 Engineer

Key Responsibilities

Customer Support:

• Respond promptly to customer inquiries, troubleshot, 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.
  

Technologies

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