Team lead, Firewall Support

Description

Firewall Support Team Lead

• 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.

• 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

• 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
  
  

• 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.

• Bachelor s degree in computer science, Information Technology, or a related field.
• Relevant certifications (e.g., CISSP, CISM, CEH) are highly desirable.

• Minimum of 5+ years of experience in firewall management and network security.
• Proven experience in leading and managing a technical support team.

• 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