Job Description

Primary Responsibilities Include:

• Provide operational support for firewalls on multiple platforms across the customers infrastructure.

• 24x5 firewall monitoring, operation, and management.

• First responder to security monitored alerts, incidents, and issues.

• Service request fulfilment for firewall global policy and other security extension changes (VPN, IPS, URL Filtering, Application Control, etc.).

• Perform firewall policy changes, analysis and clean-up as requested by firms.

• Provide visibility and insight to assist customers with firewall activity and usage information.

• Follow through with firm and vendor resources to close out availability, performance, and security incidents that involve firewalls in customers Environment.

• Coordinate, triage, and troubleshot activities with customers.

• Accountable for executing tasks according to established standards, procedures, and processes.

• Able to communicate and work with customers and peers in different time zone and countries.

• Excellent written and verbal communication skills required. Must be able to easily analyse and communicate complex ideas to all levels of management.

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Deliver

No.

Performance Parameter

Measure

Customer centricity

Timely security breach solutioning to end users, Internal stakeholders & external customers experience

Process Adherence

Adherence to SLA’s (90-95%), response time and resolution time TAT

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