Description Network Engineer - Level 2 (Firewall Support) Location: India Shift Hours: 7.30 pm to 4.30 am IST Full-time or Contract: Fulltime This Position Network Engineer with 3 to 5 years of experience that has strong firewall, IP Networking and VPN skills. Candidates will be part of the VIKING CLOUD Engineering team completing customer implementations and providing ongoing customer support. They will need experience with Meraki and Fortinet firewalls (required) and other major firewalls including Checkpoint, Juniper, Cisco (preferred), and good customer relationship skills. Responsibilities Firewall Implementation and Support Installing VIKING CLOUD Managed Network Solutions including Fortinet firewalls. Making changes to VIKING CLOUD firewalls in support of customer s needs. Solving technical customer issues in the area of firewalls, filtering, IP Networking, Routing, VPNs and application connectivity. Respond to firewall/network issues on a rotating on-call basis. This will, depending on the situation, may require work outside the traditional work hours, including weekends and holidays, and will require carrying and responding to a cell phone or other contact device, as determined by management. Monitor performance, capacity, and availability of the firewalls on an ongoing basis. Recommend improvements in technologies and practices to increase these metrics. Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure. Work with other technical staff to develop firewall architectures, technologies, and quality assurance policies and procedures. Deliver better than agreed customer SLAs. Firewall and VPN Management Perform incident, problem and change management process for firewalls according to ITIL standards. Improve customer satisfaction metric, through stable transparent service. Continuous Improvement: Assist in training and development of internal resources Create relevant documentation for new issues Assist in the development, approval and maintenance of knowledge base articles Qualifications 3-5 years experience in Information Technology with specific knowledge in IT firewall, IP Networking and VPN. Hands-on experience with Meraki and Fortinet firewalls. Knowledge and experience with network protocols and concepts including: SSH, FTP, ICMP, TCPIP (IPv4 IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs. Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark) Effective interpersonal and consulting skills to be used to align customer needs to tactical and strategic solutions. Ability to effectively collaborate in a dynamic team environment. Strong written and verbal communication skills necessary for clear client communication, definition of scope, project deliverables, appropriate system documentation and client communication. Documentation (Excel Visio) Must have professional demeanor and ability to prioritize and work in a fast-paced environment. Bachelor s Degree in related field We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.

Description Provisioning Coordinator Location: India Shift Time: UK shift time (1.30 pm IST to 10.30 pm) Full Time or Contract: Fulltime No of position: 2 About VikingCloud VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions - faster. Powered by the Asgard Platform , the industry s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day. VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it s not just about technology. It s about transacting business and delivering an exceptional customer experience every day, without fail. That s the measurable value we deliver. And that s what we call, Business Uninterrupted. This Position The Provisioning Coordinator is responsible for delivering circuits, provisioning elements including Port desk within the prescribed SLAs and given timescales. The Provisioning Coordinator will manage the end to end delivery with the supplier and will create relationships with suppliers to enhance delivery. Responsibilities Duties will include, but are not restricted to the following - Customer satisfaction : You are responsible for accurate and timely delivery of circuits which empower our project teams to deliver projects in line with Customers requirements/satisfaction, so that our business becomes a trusted partner to all the Customers and suppliers that we serve. Initiate plan: You are responsible for managing, but not limited to; Ethernet, Copper, FTTC, SD WAN, Porting, Decommissioning and VOIP related products. You will be responsible for all deliveries, including aggregate deliveries, escalations and providing support to our Customers, suppliers and Project Delivery team. You will liaise with Customers, suppliers and internal teams to confirm successful delivery so that our business becomes a trusted partner to all that we serve Communication: You are responsible for updating internal line of business applications and 3rd party software tools in a timely fashion, to enable the operational stakeholders to perform their tasks efficiently. You will be responsible to highlight any issues with deliveries at the earliest opportunity and be proactive in raising the relevant escalations to prevent further escalations or risk from the project. You will assist project team members to process Customer requests accurately. You will ensure Customers, Project Managers, and key stakeholders remain informed to ensure the business remains effective and efficient in its delivery. You are required to build and maintain relationships with suppliers, Customers, internal stakeholders to allow us to work effectively together to provide service to our Customers. Data management reporting: You will ensure all requests and queries are captured correctly to ensure an accurate report each week. You will work with key stakeholders and project delivery teams to develop, build and contribute towards ad-hoc reports as and when required. Process delivery You will work within a predefined set of KPIs ensuring that you are remaining in line with the targets set for the team, and individual. You will be set clear objectives both as a team, and individually which are in line with the business mission and values. You will assist in providing project support and coordination services to the project managers and project delivery team as and when required, You will ensure that you work in line with processes internally, ensuring that you are up to date with latest Ofcom guidance regarding provisioning, working within the guidelines set in Ofcom s general conditions at all times. You are encouraged to always look for improvements to the way in which we work and provide feedback internally where a process could be improved. Wellbeing: You will risk assess the workload of yourself and others. Identify solutions and support colleagues in times of need. Personal development innovation: You will identify opportunities to contribute to wider business initiatives. You will Identify opportunities for personal training and development to drive innovation Qualifications The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have the following skills, attributes and experience: Any Graduate / Masters degree 2 to 3 years of experience Preferred to have responsible for delivering circuits, provisioning elements including Port desk within the prescribed SLAs and given timescales Excellent written and verbal communication skills with the ability to communicate at all levels, both internally and externally Customer-focused Professional, positive and friendly Highly self-motivated Ability to work well under pressure within a busy environment and prioritize tasks accordingly Committed to delivering high quality work Excellent attention to detail, accuracy, time management, organizational and administrative skills They will also preferably have the following skills, attributes and experience: Experience in a customer facing role Experience of managing customer relationships and issues Experience of Telecoms service provider role Porting, Ethernet, Copper, FTTP/FTTC provisioning including relevant order processes, Prince2 - Desirable Experience in a fast paced environment We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.

Network Engineer (Firewall Engineer L2/L3) Location : Vadodara (Work from Office) Shift Hours : US Shift (7:30 PM to 4:30 AM) About VikingCloud VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions faster. Powered by the Asgard Platform, the industrys largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day. VikingCloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it’s not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That’s the measurable value we deliver. And that’s what we call, Business Uninterrupted. This Position Network Engineer with 3 to 5 years of experience that has strong firewall, IP Networking and VPN skills. Candidates will be part of the VIKING CLOUD Engineering team completing customer implementations and providing ongoing customer support. They will need experience with Meraki and Fortinet firewalls (required) and other major firewalls including Ubiquiti , Checkpoint, Juniper, Cisco (preferred), and good customer relationship skills. Responsibilities Firewall Implementation and Support Installing VIKING CLOUD Managed Network Solutions including Fortinet firewalls. Making changes to VIKING CLOUD firewalls in support of customers’ needs. Solving technical customer issues in firewalls, filtering, IP Networking, Routing, VPNs and application connectivity. Respond to firewall/network issues on a rotating on-call basis. This will, depending on the situation, may require work outside the traditional work hours, including weekends and holidays, and will require carrying and responding to a cell phone or other contact device, as determined by management. Monitor performance, capacity, and availability of the firewalls on an ongoing basis. Recommend improvements in technologies and practices to increase these metrics. Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure. Work with other technical staff to develop firewall architectures, technologies, and quality assurance policies and procedures. Deliver better than agreed customer SLAs. Firewall and VPN Management Perform incident, problem and change management process for firewalls according to ITIL standards. Improve customer satisfaction metric, through stable transparent service. Continuous Improvement: Assist in training and development of internal resources Create relevant documentation for new issues Assist in the development, approval and maintenance of knowledge base articles Qualifications 4-7 years’ experience in Information Technology with specific knowledge in IT firewall, IP Networking and VPN. Hands-on experience with Meraki and Fortinet firewalls will Level 2 or Level 3 Support. Knowledge and experience with network protocols and concepts including: SSH, FTP, ICMP, TCPIP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs. Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark) Effective interpersonal and consulting skills to be used to align customer needs to tactical and strategic solutions. Ability to effectively collaborate in a dynamic team environment. Strong written and verbal communication skills necessary for clear client communication, definition of scope, project deliverables, appropriate system documentation and client communication. Documentation (Excel & Vision) Must have professional demeanor and ability to prioritize and work in a fast-paced environment. Bachelor’s Degree in related fields

This Role Responsible for identifying opportunities to drive efficiency, operational excellence, and to enhance both merchant and employee experiences within the contact center. Responsible for creating reporting structures that highlight the value our products deliver as well as performance against contracted standards. This role will lead a team of business/data analysts to enable data-driven decisions, develop analytics models, provide performance & QBR data to clients, and leverage large volumes of data across sources to support business goals. Responsibilities • Lead the analytics team focusing on contact center operations/performance to drive quality & efficiency; produce client-required reports and QBR/performance reporting. • Gather, analyze, and interpret call center data and operational processes to identify opportunities for improvement and provide actionable insights • Prepare and present reports to management, utilizing data sources to uncover relevant relationships and turn them into actionable insights • Develop and maintain report types, including tabular, drill-down, matrix, and charts as well as dashboards for internal and external audiences • Test and validate reports/dashboards to ensure high quality and accuracy • Create reports using tools like Report Builder, Microsoft SQL Server Reporting Services (SSRS), and Microsoft SQL Server Management Studio (SSMS) • Write complex SQL queries to extract information, trends, or patterns contained in the data • Provide data-driven intelligence to key stakeholders throughout the business • Conduct analysis and routine KPI reporting to support business operations • Develop and maintain dashboards to continually assess the contact center's operational performance against enterprise objectives • Perform correlation analyses and R2 testing to identify relationships and trends within datasets • Collaborate and coordinate analytic efforts with the larger community at the organization • Perform preliminary analysis of operational data insights and identify potential opportunities for operational improvements • Assist the call center team with analyzing operational process inefficiencies and developing improvement opportunities • Acts as subject matter expert in area of expertise • Leads the work of lower level employees. Coaches, reviews, and delegates work items. May assist with other personnel activities of staff such as performance appraisals and training. • Cultivates strong working relationships and builds trust among team members Qualifications • Bachelor's degree in Math, Economics, Bio-informatics, Statistics, Engineering, Computer Science, Information Science, Data Analytics, or a related field preferred (a comparable combination of work experience, certifications, and training may be substituted for education requirements). • 4+ years of business intelligence/data analysis & management experience. Contact center analytics experience highly desired. • 4+ years of advanced Excel experience. • 2+ years of Structured Query Language (SQL) and SSRS report writing

Description Firewall Support Team Lead Location: Vadodara Office Number of Position: Shift time: US shift time! About VikingCloud VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions - faster. Powered by the Asgard Platform , the industry s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day. Viking Cloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it s not just about technology. It s about transacting business and delivering an exceptional customer experience every day, without fail. That s the measurable value we deliver. And that s what we call, Business Uninterrupted. This Position The Firewall Support Team Lead is responsible for guiding and managing a team of firewall support engineers to ensure the security, integrity, and optimal performance of the organizations firewall systems. This role involves hands-on technical support, team leadership, and collaboration with other IT departments to implement and enforce security policies. Key Responsibilities: Oversee the configuration, administration, and maintenance of firewall systems. Ensure firewalls are up to date with the latest security patches and firmware. Monitor firewall performance and security logs, identifying and mitigating potential threats. Assist in developing, implementing, and enforcing security policies and procedures. Ensure compliance with organizational and regulatory security standards. Conduct regular security audits and risk assessments. Provide advanced technical support and troubleshooting for firewall-related issues. Escalate complex issues to higher-level support or vendors as needed. Document and track support cases using a ticketing system. Assist in firewall-related projects, including upgrades, migrations, and new implementations. Coordinate with vendors and service providers for firewall-related products and services. Ensure projects are completed on time and within scope. Team Leadership Lead and mentor a team of firewall support engineers. Assign tasks, provide technical guidance, and conduct performance evaluations. Develop and facilitate training programs to enhance the team s skills and knowledge. Deliver better than agreed customer SLAs. Firewall and VPN Management Perform incident, problem, and change management process for firewalls according to ITIL standards. Improve customer satisfaction metric, through stable transparent service Continuous Improvement Monitor and assist their team to meet individual metrics for Level 1 Support Engineer Identify and suggest process improvements as they arise. Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements. Assist the Manager on creating training needs Work closely with the Quality Team and work with the team on the feedback; need be plan training as and where required Technical Skills Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCPIP (IPv4 IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs. Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark) Hands-on experience with Meraki and Fortinet firewalls. Ability to effectively collaborate in a dynamic team environment. Monitor performance, capacity, and availability of the firewalls on an ongoing basis. Recommend improvements in technologies and practices to increase these metrics. Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure. Work with the direct manager, other senior member of the team to develop firewall architectures, technologies, and quality assurance policies and procedures. Qualifications Education Bachelor s degree in computer science, Information Technology, or a related field. Relevant certifications (e.g., CISSP, CISM, CEH) are highly desirable. Experience: Minimum of 5 + years of experience in firewall management and network security. Proven experience in leading and managing a technical support team. Skills: In-depth knowledge of firewall technologies (e.g., Cisco, Palo Alto, Fortinet). Strong understanding of network protocols, security architectures, and best practices. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills. Ability to manage multiple tasks and projects simultaneously We are an Equal Opportunity Employer

Responsibilities Professionally and accurately provide support to our merchant customers via inbound and outbound calls, emails, and/or, web-chat communication methods. Educate callers of the importance of achieving and maintaining PCI-DSS Compliance and provide the appropriate level of assistance for each step of the process. Identify opportunities to promote Sysnet products and services and action appropriately. Assist callers with lo0gin and navigation of our proprietary online portal solution; Sysnet. Air. Provide excellent customer support and strive to achieve first call resolution by thoroughly and efficiently gathering the necessary information to fulfil the purpose of the call. Recognize and appropriately manage assertive or complicated calls by responding in a calm, clear, respectful, and helpful manner; escalating only when necessary. * Thoroughly and accurately log each call using the appropriate systems and guidelines. Properly manage call metrics with respect to stated goals and Service Level Agreements. Undertake additional duties as necessary, based upon the needs of the business. Qualifications Minimum Graduate or equivalent 1 years experience in a customer service environment (preferably call center environment) Excellent command of written and spoken Spanish/French/Polish/German Ability to work flexible shifts while displaying impeccable schedule adherence A team player with a positive outlook and a passion for0 customer support Excellent communication and listening skills Excellent telephone manner and related soft skills Strong attention to detail and ability to multi-task Proficient with computer and email use and functionality Strong decision-making and problem-solving skills We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, political affiliation or opinion, medical condition, status as a veteran, and/or any other federal, state, or local protected class.

Firewall Support Manager Location : Vadodara Office (Work from Office) Shift : US shift time (5 days a week) About VikingCloud VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions faster. Powered by the Asgard Platform, the industry’s largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day. Viking Cloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business. Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it’s not just about technology. It’s about transacting business and delivering an exceptional customer experience every day, without fail. That’s the measurable value we deliver. And that’s what we call, Business Uninterrupted. This Position We are seeking a highly skilled and experienced Firewall Support Manager to join our team. This position will be responsible for overseeing the implementation, configuration, and maintenance of the organization's firewall systems to ensure the security and integrity of the network. This role involves managing a team of Lead and support engineers, coordinating with other IT departments, and ensuring compliance with security policies and procedures. This role requires strong technical expertise, strategic thinking, excellent communication skills and strong team management skills. Key Responsibilities: Oversee the configuration, administration, and maintenance of firewall systems. Ensure firewalls are updated with the latest security patches and firmware. Monitor firewall performance and security logs to identify and mitigate potential threats. Develop and implement Firewall systems strategies, policies and procedures to safeguard the company's systems, networks and data Conduct regular assessments and audits to identify vulnerabilities and recommend corrective actions Manage the deployment and maintenance of security tools, such as firewalls, intrusion detection/prevention systems and antivirus software Monitor security logs and alerts for suspicious activities and respond to security incidents in a timely manner Collaborate with cross-functional teams to integrate security best practices into software development lifecycle and infrastructure deployment processes Stay up to date on emerging threats, vulnerabilities and security technologies to proactively mitigate risks Provide guidance and support to internal teams on security-related matters, including incident response, data protection and access control Conduct security awareness training and workshops for employees to promote a culture of security awareness and compliance Liaise with external auditors, regulatory agencies and third-party vendors to ensure compliance with relevant standards and regulations Prepare and present reports on cybersecurity metrics, incidents and compliance status to senior management and stakeholders Lead the response to security incidents and breaches. Coordinate with other IT teams to investigate and resolve security issues. Develop and implement incident response plans Project Management Manage firewall-related projects, including upgrades, migrations, and new implementations. Coordinate with vendors and service providers for firewall-related products and services. Ensure projects are completed on time, within scope, and budget. Reporting and Documentation Generate regular reports on firewall performance, security incidents, and compliance status. Maintain detailed documentation of firewall configurations, policies, and procedures. Communicate security updates and status reports to senior management. Team Leadership Manage and mentor a team of firewall support engineers. Assign tasks, provide technical guidance, and conduct performance reviews. Develop training programs (in collaboration with offshore team)to enhance the team's skills and knowledge. Improve customer satisfaction metric, through stable transparent service Deliver better than agreed customer SLAs. Continuous Improvement Monitor and assist their team to meet individual metrics for Level 1 Support Engineer Identify and suggest process improvements as they arise. Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements. Assist the Manager on creating training needs Work closely with the Quality Team: Plan the required Trainings based on the feedback Work closely with the Leads to develop improvement plan for the Team-members based on the feedback Technical Skills Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCPIP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs. Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark) Hands-on experience with Meraki and Fortinet firewalls. Ability to effectively collaborate in a dynamic team environment. Monitor performance, capacity, and availability of the firewalls on an ongoing basis. Recommend improvements in technologies and practices to increase these metrics. Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure. Work with the direct manager, other senior member of the team to develop firewall architectures, technologies, and quality assurance policies and procedures. Education Bachelor’s degree in computer science, Information Technology, or a related field. Relevant certifications (e.g., CISSP, CISM, CEH) are highly desirable. Experience: Minimum of 10+ years of experience in firewall management and network security. Proven experience in leading and managing a technical support team. Skills: In-depth knowledge of firewall technologies (e.g., Cisco, Palo Alto, Fortinet). Strong understanding of network protocols, security architectures, and best practices. Excellent problem-solving and analytical skills. Strong communication and interpersonal skills. Ability to manage multiple tasks and projects simultaneously