Description

Responsibilities
Planning and executing operations such as Major/Minor upgrade, Faulty firewall replacement, migration from one firewall to another firewall, new firewall build tasks.
P1/P2/P3 Incident Resolution
Ticket resolution - work on troubleshooting L1/L2/L3 tickets, support the operation of advanced Network Security Services and resolve escalations
Queue Management - keep a watch on queue and assign tickets
Service Request - working on request for changes as per client requirements
Perform the Normal/ Standard changes as per client defined process and work instructions
Be a Subject Matter Expert (SME) on Palo Alto Firewall
Create Standard Operation Procedure documents
Attend client calls and other technical meetings
Creation of Problem tickets and Root Cause analysis (RCA)
Identify areas of Service Improvement Program (SIP) for client to proactively reduce incidents
Review documentation
Work with hardware/software vendors, TAC to resolve problems
Coordinate shifts and exchange handoff between various shifts
Cross-train and mentor juniors, participate in various network and security related projects
Perform other duties as assigned such as monthly compliance, SLA/KPI etc. Any additional task given to the incumbent from time-to-time based on business needs

Key Skills

Education

Bachelor's degree