AddressJob Description
Broad outline of the Role
- Responsible for Managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud and Security domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles.
Purpose - Broad objective of the role
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team size
Minimum qualification & experience
- Graduate with 4-7 years of experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
- Candidate Should have better knowledge on Security Product such as Next generation Firewall ( Palo Alto, FortiGate )
- Responsible for Handling Customer Escalation, P1/P2 Severity Incident issues and take it to the conclusion.
- Responsible for planning new product/service roll out or enhancement of existing operations and maintenance in Managed Hosting Firewalls, and Network products.
- Responsible for CRs or maintenance in Managed Hosting Firewalls, and Network products.
- Able to identify problems and significantly improve, change, or adapt existing methods and techniques.
- Candidate should have 5-9 years of experience in Firewall security operations.
- Contribute as an individual contributor for deployment of customer devices during migration or Replacement.
- Monitors and manages Hosting operations as per agreed SLA and drives certification and compliance to regulatory requirements.
- May lead some 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.
Knowledge / Skills
Communication Skills
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