About the role

To manage and administer security technologies for BT and its Global customers.
Provide Level 3 technical support on Security Technologies like Firewalls, Proxies, load balancer, Cloud security. Provide escalation support and liaising with customer representatives or vendors and supporting/directing other support staff where appropriate. On-boarding of new product to operation team and taking contract ownership. Position is based out of Gurgaon‘s Global Security Operational Centre.

What you’ll be doing

    Form an integral part of 24*7 rota to provide security in-life support 
    Work on complex incidents, problems and changes within the Operational environment.
    Provide level 3 operational support and own the high priority incident while maintaining the agreed SLA. 
    Be the technology SME for specialised product as per contract or business need
    Be the Contract SME obtaining full infrastructure, tools and process knowledge.
    Be the Single point of Contact for design or contract team for any operation query or escalation support 
    Contribute to new Product launch and technical evaluation for managed security services
    Provide escalation support to team members including first and second line of defence.
    New customer on-boarding and Acceptance into Service of new product for existing customers.
    Root cause analysis and building PIR as and when required 
    Provide customer technical advisory services in support of new BT Security Service. Working with the customer and account teams in the technical data requirements capture phase.
    Provide consultancy and support in Vulnerability management, IOS upgrades and policy management.
    Ensure full awareness of the need to safeguard sensitive customer information at all times, so that customers perceive BT to be a trustworthy organisation.
    Provide leadership and training to technical support staff including mentoring of 2nd line to improve diagnostic skills and quality of incident management

Essential Skills / Experience

Mandatory: Hands-on experience in operation and management of security infrastructure.
    Handle complex incidents, problems, and changes within the operational environment.
    Provide level 3 operational support and take ownership of high-priority incidents, ensuring SLAs are met.
    Act as the SME (Subject Matter Expert) for specialized products, as per contract/business needs.
    Serve as the single point of contact for any operational queries or escalation support.
    Contribute to new product launches and technical evaluations for managed security services.
    Implementation and operation support experience on F5 LTM,GTM, ASM,AFM
    Zscaler, Prisma Access implementation and support 
6+ years of troubleshooting experience with the following products/technologies:
    Next-gen Firewalls (Cisco Firepower/FTD, Fortinet Virtual/Appliance)
    IPS, Web Application Firewalls
    Loadbalancers (F5 LTM/GTM, NetScaler, F5 WAF)
    Understanding of  Identity and Access management solution like Forescout, Beyond trust, Okta, CyberArk, Cisco ISE
    Knowledge of SDWAN will be an added advantage 
    Ability to provide Tier 3 support and manage complex and escalated tickets 
    Knowledge of Cyber Security domains will be an added advantage
    Stakeholder management and ability to work under pressure 
    Effective oral and written communication 

Experience you would be expected to have
    Experience of working in a global security operation environment, ticketing-tools like remedy, Service Now and exposure to ITIL processes in context of service operations is a plus
    Minimum professional level certification in Cisco CCNP Security, CCIE Security , Palo Alto PCNSA, PCNSE, Prisma Access. 
    Professional Qualification such as B.E./B.Tech/MCA
     Diploma in a relevant field is Acceptable