Location: Bangalore, India INTRODUCTION Client hosts next generation technology to provide Network Perimeter Services to its users. It includes high end infrastructure with complete redundancy and easy management capabilities. In context of eConnectivity support team in Client, we need an individual who is responsible for the support of the enterprise wide Network Perimeter Systems (NPS) and supporting tools. This individual will need to demonstrate strong pro-active nature, good partnering and cross-functional teaming skills with peers. The primary objectives include configuration and review of network management tools, monitoring customer specific incidents to ensure service level metrics are met, analysis of incidents and identification of root cause for incidents and problems. Secondary objective is to act as the escalation point in Security services and guide the L1 team on the day to day Security Service operations and ensure smooth operations. MAIN RESPONSIBILITIES • Availability of Service related to Network Perimeter Services and its relating technologies • Perform troubleshooting for all incidents related to Network Perimeter Services • Escalate issues/incidents to proper teams/queues • Manage alerts/reports from Network Management Tools (NMS) • Use Network Management Systems (NMS) like Panorama, MRTG, NetFlow, SolarWinds, Cisco ISE and other related tools. • Perform security device (Firewall, VPN) installations and upgrades • Perform standard/non-standard changes on security devices following internal processes • Maintain documentation, perform product evaluation when required, and service integration for new and existing supported security products • Perform day to day operations on Firewall which may include - Open requests to re-categorize URLs with vendor - Reserve IP address space for DMZ servers - Procure firewall logs if requested - Exempt sites from SSL decryption • Communicating to all stakeholders of current activities/issues. • Coordination with other teams • Provide 16/5 coverage and On-Call support. EDUCATION & EXPERIENCE • Should have a graduate degree in Electronics/ Computer Science/ Electrical • Trained in ITIL (v3) best practices (Mandatory) • Preferred Certifications Completed: Certified Network Security Engineer (CNSE) (Certification of Palo Alto Networks) Experiences: • Work experience in a production support environment is preferable. • 5 - 8 years’ experience in relevant technologies mentioned below • Must have at least 1-year experience in Remote Mgmt. • Experience in Content filtering and network management tools (desirable) • Experience in LAN/WAN support and configuration (optional) IT SKILLS • Knowledge of Network Management Tools (NMS) Panorama, SolarWinds, NetFlow, MRTG • Experience with troubleshooting tools like Wireshark and HTTPWATCH • Exposure to configuration and Troubleshooting of Cisco Routers and Switches • Knowledge of call ticket system (BMC Remedy, ITSM) • Hands-on expertise in designing and implementing technical security solutions, including firewalls and VPN’s. - Strong understanding of IKE (ISAKMP and IPSEC) and SSL communication • Verifiable experience with the following security devices: - Palo Alto Network’s Next Generation Firewall, - Palo Alto Panorama • Familiarity with Protocols like BGP, DNS, ICMP, DHCP, HTTP, SNMP, SMTP, TCP and UDP. • Basic understanding of Windows OS, Linux OS, Active directory and LDAP • Experience in creating and updating Visio diagrams EXPECTED HUMAN QUALITIES Mandatory skills • Service/customer oriented • Excellent communications and presentation skills • Strong interpersonal skills • Contribute to shared knowledgebase • Pedagogic attitude, patience, confidence and pro-active nature • Be “curious” and constantly willing to learn new stuff to be in accord with constantly evolving IT needs KPIs During the first week of work, a detailed list of KPIs will be defined in collaboration along the following lines: • Productivity by number and complexity of incidents handled • Quality – first time right handling of incidents • Following the defined processes, and communicating correctly
