Job Description

As a MSSP,  We are looking for Network Security Implementation to handle end to end implementation in Network & Cloud security with the objective of providing timely resolution to technical issues faced by customer & ensuring a good post-sales support experience to the customer. This is a tactical role which has a significant mid-term impact on business units overall results.

Responsibilities

Monitor and review resolution of customer issues by customer service operations team, analyse productivity and escalation of issues.
Incident management - assign incident manager for critical/escalated faults, manage all customer communication, work with internal stakeholders to ensure timely fault resolution.
Plan support needs for the customer; ensure timely execution of service acceptance function & compliance with turnaround time (SAT)
Engage with customers, understand their expectations, gather transaction feedback, and ensure closures within the fault window.
Devise mechanism to track all escalations & identify root cause of the escalations.
Identify improvement areas in terms of process, people, resources to avoid escalating situations & implement solutions.
Review of performance on a periodic basis and minimize recurrence of incidents basis the past trends.
Share timely feedback with engineering team on customer experience and major issues faced by them. Identify key problem segments and plan changes on a pro-active basis.

·         Contribute as an individual contributor for deployment of customer projects.

·         Monitors and manages service operations and service delivery as per agreed SLA and drives certification and compliance to regulatory requirements.

·         Provides inputs on capacity planning & resources to supervisor for AOP.

·         Liase with engineering team to provide solutions.

·         Engages with customers, project manager and Sales team to understand customer requirement.

·         May lead important projects that require providing experienced project team members with instruction, guidance and advice in all aspects of the project to ensure delivery of quality outcomes.

·         Able to independently resolve complex projects, issues, challenges encountered.

·         Operational role, responsible for delivering results that have direct impact on the achievement of results within the job area and may also impact a wider operational area.

·         Capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.

·         Capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision.

·         Demonstrate a level of flexibility in resolving problems/issues that at least to in-depth command of all techniques, processes, tools and standards, within the relevant field of specialization.

·         Performs analysis of network security needs and contributes to integration and installation of hardware and software.

·         Analyzes, troubleshoots, and corrects network problems remotely.

·         Prior hands-on professional experience must include LAN Switching, Routing Fortigate UTM, Palo Alto Firewalls & UTM, and Checkpoint Firewalls & UTM, Cisco ASA . Knowledge on SIEM Tools and DDoS would be a plus.

·         Maintains and administers perimeter security systems such as firewalls and intrusion detection systems.

·         Modifies and maintains network security policy.

·         Designs and implements remote connectivity solutions including IPSec VPN, PPTP, and SSLVPN

·         Monitors security system logs (i.e. intrusion detection system, firewall system logs, etc.) and reports on discovered anomalies or problems.

·         Uses sniffers and other tools to troubleshoot and isolate network problems.

·         Assists with network security assessments for potential business partners.

      Keeps fully abreast of trends and changing technologies in Information Security fields. Engages in continuous process improvement.

Performs other related duties as may be required.

Desired Skill sets

Excellent customer handling ability.
Should have dealt with large team sizes.
Experience on building process efficiency
Expertise on implementation, installation, integration troubleshooting and overall functionalities.