Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

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• Strong networking expertise across TCP/IP, DNS, DHCP, BGP, OSPF, EIGRP, MPLS, VLAN, VPN, NAT, IPsec, SSL, and TLS.

• Hands‑on proficiencyin Zscaler ZIA & ZPA, including configuration, troubleshooting, access rules, policy implementation, and security analytics.

• Experienced in Palo Alto firewalls (PA series & Panorama) with knowledge of advanced features like URL filtering, App‑ID, and User‑ID.

• Additional exposure to Cisco routing & switching, NAC, Citrix Net Scaler (SLB/GSLB), Infoblox DDI, and Cisco ACI.

• Strong communication skills, with proven ability to interact effectively with US‑based and global clients.

͏

• Strong networking expertise across TCP/IP, DNS, DHCP, BGP, OSPF, EIGRP, MPLS, VLAN, VPN, NAT, IPsec, SSL, and TLS.

• Hands‑on proficiencyin Zscaler ZIA & ZPA, including configuration, troubleshooting, access rules, policy implementation, and security analytics.

• Experienced in Palo Alto firewalls (PA series & Panorama) with knowledge of advanced features like URL filtering, App‑ID, and User‑ID.

• Additional exposure to Cisco routing & switching, NAC, Citrix Net Scaler (SLB/GSLB), Infoblox DDI, and Cisco ACI.

• Strong communication skills, with proven ability to interact effectively with US‑based and global clients.

͏

• Strong networking expertise across TCP/IP, DNS, DHCP, BGP, OSPF, EIGRP, MPLS, VLAN, VPN, NAT, IPsec, SSL, and TLS.

• Hands‑on proficiencyin Zscaler ZIA & ZPA, including configuration, troubleshooting, access rules, policy implementation, and security analytics.

• Experienced in Palo Alto firewalls (PA series & Panorama) with knowledge of advanced features like URL filtering, App‑ID, and User‑ID.

• Additional exposure to Cisco routing & switching, NAC, Citrix Net Scaler (SLB/GSLB), Infoblox DDI, and Cisco ACI.

• Strong communication skills, with proven ability to interact effectively with US‑based and global clients.

͏

Deliver

		No
		Performance Parameter
		Measure

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed