GCX is Hiring - Security L2 Engineer

Duties and Responsibilities

• Responsible for troubleshooting and resolving technical incidents mainly involving Security and partially networking technologies in the Managed Services customer network.
• Responsible for installation, Service Assurance and Change Management of security devices such as Cisco ASA/FTD Firewalls, FortiGate, Juniper, Checkpoint, Palo Alto & cloud security services.
• This role will have an expertise on the network security management systems, security infrastructure and customer solutions.
• Responsible to prepare regular reporting packs for clients of security services, discuss the reporting packs with local GCX staff and then presented to clients
• Individual will be end to end owner and completely accountable for the resolution, internal and external communications and customer satisfaction during escalated incidents or installations.
• Responsible to liaise with the service provider engineering teams to effectively drive technical teams in the vendor organization to expedite the incident resolution to achieve the agreed SLAs with the customers.
• Responsible for the impact assessment of provider planned events for Security infrastructure.
• Ensure compliance to the GCX work instructions and process to ensure service quality to customers. Handle escalations from customers and be a focal point to all service-related technical queries.
• Individual will serve as the technical contact for all issues, incidents for the all both customers and internal core for the Managed Services Service Assurance.
• Drive and meet all agreed SLA metrics as contracted by GCX and to minimize service impacts to customers within established cost parameters and act as point of contact for client and internal requests.
• Mentor the Level 1 engineers in troubleshooting and resolving complex issues. Responsible for identifying permanent fixes and workarounds for known errors and unresolved complex issues.

• Key Performance Indicators

• Customer Satisfaction.
• Incident/ Change category-wise MTTR SLAs compliance.
• 100% adherence to the customer design standards, and the documentation compliance in case of changes.
• Security infrastructure related migration planning and documentation
• Preparing technical and testing documentation and supporting testing stages of projects
• Run regular reports (standard or customized) and supply to internal or external point of contact and discuss reports, suggest enhancement, point out areas for improvement etc. (write report summary)
• Recurring incident progression updates based on severity of incidents.
• >95% achieved in monthly NMC ticket audit.
• 100% resolution of all escalated incidents with permanent fix or workaround.

Technical/Functional Skills:

• Extensive hands-on experience in service provider environment in conceptualizing, planning and design of core security infrastructure and managed service solutions to support mission critical customer operations.
• Expertise on relevant standards, routing and switching equipment, tools, industry trends, and enterprise managed VPN, Security and Cloud Computing services.
• Extensive hands-on experience on Juniper, Cisco ASA/FTD and Palo Alto administration and trouble shooting.
• Must have ability to work to tight deadlines, multitask to manage multiple project workloads and produce good quality work.
• Sense of ownership to see things through to completion.
• Candidate must be confident at presenting and talking to clients and vendors.
• Must be customer oriented with excellent blend of technical knowledge, vendor equipment capabilities, Innovative solution design abilities, documentation skills, and SLA understanding are required.
• Must have good research skills, should be an out-of-box thinker and must have ability to envision services of the future over various platforms, including security, networking, cloud computing, etc.
• Must have working experience in Fault/Configuration /Performance/SLA management, usage measurements, Scripting on Unix platform (Shell, Perl etc) etc.
• Must have complex problem solving and analytical skills. Must have excellent interpersonal, communication (both verbal and written), documentation and presentation skills.
• Positive attitude and ability to work under extreme challenging situations. In the previous experience should have demonstrated ability to lead complex technical discussions with customers.
• Effective team player, ability to initiate and establish good relationships with internal partners Operations, Facilities, products / Solutions Engineering, and other Engineering team members
• Able to travel to other locations when required.
• Should have the ability to work independently with minimal or no supervision.
• Excellent experience in supporting managed services and solutions in service provider background.
• Working experience in solution designing, implementation or break fix role in a service provider environment.
• Expert with Cisco, Fortigate, Juniper, Checkpoint, Palo Alto, Zscaler cloud proxy product and technologies.
• Excellent conceptual understanding of applications layer protocols (FTP, CIFS, MAPI, HTTP, SSL, etc.)
• Experience with SNMP or Netflow based management, monitoring tools and reporting tools.
• Ability to analyze data and transfer into a reporting package with executive summary.
• Experience with scripting, programming and regular expressions.
• Willing to work in 24*7 environment.

If you are interested or have any reference share updated resume on rchanne@gcxworld.com

Regards,

Rucha