Assistant Manager - Cloud & Security Customer Service Operations

Job Description

Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud & 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.

Responsibilities

Need to have extensive experience in CheckPoint Firewall (VNF) , Checkpoint MDS and Checkpoint MLM /Cisco ISE FortiGate FortiManager & FortiAnalyser, Fortigate FG-VM04 (VNF)

Should identify, troubleshoot and resolve any hardware, software or configuration related incidents observed on any equipment across network.

Need to work in Flexible shift time

Support for a variety of security services and platforms

Provide Support for L2 Escalated cases and detailed analysis of security alerts

Providing security operations, maintenance functions, and troubleshooting

Monitoring of health of Security Components & sanity checks

Performs deep-drive incident analysis by correlating data from various sources

Determines if a critical system or data set has been impacted & advises on remediation

Configure, manage and operate: Firewall, URL Filtering, SSL VPN, NSM, etc. and elements which are deployed to secure large networks

Licenses management & Backups and Restoration

Continually striving to reduce customer-impacting outages/degradations and restoring service Responsible for preparing Method of Procedure for any configuration changes and follow Change management procedures.

Should have good Knowledge and working experience on Checkpoint , Fortinet Security

Products (Firewall & IPS) is an added advantage.

Should be skilled in Firewall and VPN troubleshooting.

Responsible for leading any planned scheduled maintenance activities.

Should be able to lead any incident calls with OEM technical support and provide any inputs required for restoration. Resolve Customer Escalations.

Type of Experience: Global | Build and Manage | Tech Lead / Architect | Strong Customer liaising skills/exp

Administration of Enterprise Web Content Filtering platform

Web Content Filtering - Blocking / unblocking for - DOT / Internet Watch Foundation (IWF).

Configure, manage Reports - Dashboards and Reports

Coordinate with Security & Network team, vendors and customers to resolve critical events;

Desired Skill sets

Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
Experience in troubleshooting platform related issues, data backup, restoration, retention
Maintains awareness of latest technologies in the domain