Senior Technical Manager

Job Summary

Role Summary

We are looking for an experienced L3 Engineer and Operations Lead to manage and lead operations for** Secure Service Edge (SSE)technologies, including Proxy, Cloud Firewall and ZTNA**. The role requires strong technical expertise along with operational leadership across Incident, Change, and Problem Management, along with driving continuous improvement and reporting.

Key Responsibilities

Key Responsibilities:

• 1. Technical Leadership (L3 Support)
• Act as L3 escalation point for Proxy ,Firewall, and ZTAN-related incidents.
• Troubleshoot complex issues across:
  o Secure Web Gateway (SWG / Proxy)
  o ZTNA / SSE platforms
  o Firewall
• Perform root cause analysis (RCA) and provide permanent fixes.
• Work with OEM/vendor support for critical issues.

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• 1. Operations Management
• Ensure SLA adherence and service availability.
• Manage L1/L2 teams and provide technical guidance.
• Define and improve operational processes and runbooks.

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• 1. Incident , Change and Problem Management
• Drive resolution of P1/P2 incidents.
• Conduct post-incident reviews and RCA documentation.
• Identify recurring issues and drive problem records.

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Reporting & Governance:

• Prepare and present:
  o Weekly/monthly operational reports
  o SLA/KPI dashboards
  o Incident and problem trends
• Provide insights and recommendations to leadership.
• Ensure compliance with audit and security requirements.

Skill Requirements

Required Skills & Experience:

• Technical Skills
• Strong experience in:
  o Proxy solutions (e.g., Blue Coat, Cisco, Zscaler, Netskope)
  o SSE platforms (SWG, ZTNA)
  o Firewalls
• Good understanding of:
  o Networking (TCP/IP, DNS, SSL, VPN)
  o Cloud security concepts
  o Identity & Access Management (IAM)

Other Requirements

ITSM & Process Skills:

Strong experience in Incident, Change & Problem Management
Familiarity with ITIL framework.

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Experience:

• 8–12+ years of overall IT experience.
• Minimum 8+ years in SSE / Proxy / ZTNA/Firewall.