VikingCloud - Team Lead - Firewall Support (7-8 yrs)

About VikingCloud

VikingCloud is the leading Predict-to-Prevent cybersecurity and compliance company, offering businesses a single, integrated solution to make informed, predictive, and cost-effective risk mitigation decisions - faster.

Powered by the Asgard Platform- , the industry's largest repository of anonymized cybersecurity and compliance event data, we continuously monitor and analyze over 6+ billion online events every day.

Viking Cloud is the one-stop partner trusted by 4+ million customers to provide the predictive intelligence and competitive edge they need to stay one step ahead of cybersecurity and compliance disruptions to their business.

Our 1,000 dedicated cybersecurity and compliance expert advisors understand that it's not just about technology.

It's about transacting business and delivering an exceptional customer experience every day, without fail.

That's the measurable value we deliver.

And that's what we call, Business Uninterrupted.

This Position :

The Firewall Support Team Lead is responsible for guiding and managing a team of firewall support engineers to ensure the security, integrity, and optimal performance of the organization's firewall systems.

This role involves hands-on technical support, team leadership, and collaboration with other IT departments to implement and enforce security policies.

Key Responsibilities :

- Oversee the configuration, administration, and maintenance of firewall systems.

- Ensure firewalls are up to date with the latest security patches and firmware.

- Monitor firewall performance and security logs, identifying and mitigating potential threats.

- Assist in developing, implementing, and enforcing security policies and procedures.

- Ensure compliance with organizational and regulatory security standards.

- Conduct regular security audits and risk assessments.

- Provide advanced technical support and troubleshooting for firewall-related issues.

- Escalate complex issues to higher-level support or vendors as needed.

- Document and track support cases using a ticketing system.

- Assist in firewall-related projects, including upgrades, migrations, and new implementations.

- Coordinate with vendors and service providers for firewall-related products and services.

- Ensure projects are completed on time and within scope.

Team Leadership :

- Lead and mentor a team of firewall support engineers.

- Assign tasks, provide technical guidance, and conduct performance evaluations.

- Develop and facilitate training programs to enhance the team's skills and knowledge.

- Deliver better than agreed customer SLAs.

- Firewall and VPN Management

- Perform incident, problem, and change management process for firewalls according to ITIL standards.

- Improve customer satisfaction metric, through stable transparent service

Continuous Improvement

- Monitor and assist their team to meet individual metrics for Level 1 Support Engineer

- Identify and suggest process improvements as they arise.

- Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.

- Assist the Manager on creating training needs

- Work closely with the Quality Team and work with the team on the feedback; need be plan training as and where required

Technical Skills

- Knowledge and experience with network protocols and concepts including SSH, FTP, ICMP, TCPIP (IPv4 & IPv6), Network Address Translation (NAT), SNMP, IPSec, GRE, QoS, and VLANs.

- Ability to interpret output from network traffic analysis tools such as Ethereal (Wireshark)

- Hands-on experience with Meraki and Fortinet firewalls.

- Ability to effectively collaborate in a dynamic team environment.

- Monitor performance, capacity, and availability of the firewalls on an ongoing basis.

Recommend improvements in technologies and practices to increase these metrics.

- Maintain awareness of and familiarity with trends and new developments in technologies used in, or appropriate for use in, firewall support and operating infrastructure.

- Work with the direct manager, other senior member of the team to develop firewall architectures, technologies, and quality assurance policies and procedures.

Qualifications :

Education :

- Bachelor's degree in computer science, Information Technology, or a related field.

- Relevant certifications (e.g , CISSP, CISM, CEH) are highly desirable.

Experience :

- Minimum of 7+ years of experience in firewall management and network security.

- Proven experience in leading and managing a technical support team.

Skills :

- In-depth knowledge of firewall technologies (e.g, Cisco, Palo Alto, Fortinet).

- Strong understanding of network protocols, security architectures, and best practices.

- Excellent problem-solving and analytical skills.

- Strong communication and interpersonal skills.

- Ability to manage multiple tasks and projects simultaneously

- We are an Equal Opportunity Employer